2.12 Integrated Help Desk
2.12 Integrated Help Desk
Some LAN administration packages include a help desk, but many do not. Some products support help desk functions through add-in modules that must be purchased separately. With the integrated approach, users can generate their own trouble tickets and send them directly to the help desk via e-mail. Trouble tickets can also be generated automatically when certain events occur. For example, if a general protection fault occurs under Windows, the station can lock up, forcing the
to reboot. When the general protection fault occurs, a trouble ticket is automatically generated and sent to the help desk along with such relevant information as the win.ini autoexec.bat configuration files.
At the console, the LAN administrator has access to all trouble tickets, call histories, and support procedure documents. With all staff and equipment profiles also available on-line, the LAN administrator can assign specific personnel to specific problems and route the trouble tickets to appropriate support technicians accompanied by the latest hardware and software configuration information.
The ready availability and distribution of all this information can greatly reduce system downtime. With consolidated data on every help desk activity, the LAN administrator can analyze departmental and staff performance, while identifying recurring problem areas. An analysis of support time
can justify the need for user training. The tight integration of help desk functions to the LAN administrator’s console can also effectively reduce the cost of network support, which can account for 50% of the total cost of LAN ownership over 5
, according to some industry analysts.
Whether bundled with other products or purchased separately, the right tools help the LAN administrator monitor, analyze, and adapt the LAN to the changing needs of users, workgroups, departments, and the organization by providing the means to
view and administer the network and automate many routine
. Such tools enable LAN administrators to be
routine needs of users without becoming unduly burdened in the process and diverting attention from the main focus of keeping the network operating smoothly for the benefit of all.
LAN Restoration Planning
, corporate computing has moved from the centralized mainframe model toward a distributed model that facilitates information sharing, enhances decision-making at all levels in the organization, and
response time to market conditions. The growing
on LANs has its advantages. Primarily, it empowers individuals to be productive and
, which shows up in corporate profitability and
. At the same time, the distributed computing environment
with it a new set of challenges.
With data and applications residing in many more places and linked together via LANs, it becomes harder to protect
information from loss, damage, or theft. It is also more difficult to monitor network performance, isolate problems, and implement corrective measures. Failing to give adequate attention to LAN restoral planning can result in poor performance, data loss, more frequent outages, and prolonged network downtime. Fortunately, a number of solutions are available to address these problems.