Managing IT systems is all about thinking ahead and preventing problems BEFORE they cause major problems, but unfortunately things still occasionally go wrong and yesterday one of our clients had a major incident. Yes I admit no IT support company can prevent everything in advance! Not even our robust processes and powerful support management software.
However, it’s during these times that IT support teams are really tested; how quickly and professionally can they respond?
We tend to focus on the following areas:
- Risk Reduction -What do we need to do immediately to ensure that the issue doesn’t impact the business further?
- Business continuity – what can we do to ensure the individual or business can continue to operate as close to 100% effectiveness?
- Communication – ensure that all parties are kept up to date throughout the period of the issue
- Diagnosis – Quickly and calmly get to the root cause of the issue. All too often IT support departments take the “try this, try that” approach, particularly if they panic during a major event.
- Fix and test – Don’t just fix the problem; make sure it’s fixed by testing
- Confirmation – Is the customer happy that everything is now working perfectly again
- Review – What can we learn from this experience? Can we improve our knowledge, systems or processes to avoid or reduce the risk of this reoccurring, or does the customer need to change anything?
I was therefore delighted that following the incident with our customer we received the following glowing report:
“Just wanted to express my thanks for the way the team at The PC Support Group responded to our urgent problem today.
From Scott who took the initial call and very quickly realised that we had a serious problem and escalated the event, to Steve for taking charge and coordinating the effort and for Andy who was hands on working on our servers, and additionally anyone else I was unaware of, many thanks.
It appears our processes work!
If you want to know more please email us on firstname.lastname@example.org or call us on 03300 886 116.
– See more at: https://pcsupportgroup.com/blog/it-support/when-it-systems-go-wrong/#sthash.gYWadIYI.dpuf