Strategies for efficiently managing IT assets - Part 3
How quickly you can understand the issue, identify the real root cause and provide a quicker resolution is utmost important and that is the differentiator. When it comes to problem codes setup, analyze & understand the history information of problems and arrive at a standard set of problem codes. When you define the problem codes, form a tree structure to drill down from a problem category to a specific problem code level. Based on experience, you know the cause and remedy for most of those problems, create a link between problem, cause and remedy and store this for future reference. When the requestor tries to raise a service request, the problem code tree structure helps the requestor to choose the right problem code. Most of your time is saved if the problem code setup is right and if the requestor is able to identify the correct matching problem at the first instance. Once you receive the service request, you can easily understand the issue and refer the possible cause & remedy which you have already identified.
In case of spare part replacement, the challenge is in delivering that part on right time at right place. Normally there can be central procurement for most of the parts and there can be chances of local procurement as well depending on your vendor network. In first case, a well-developed courier network helps you to plan your regular deliveries, urgent deliveries and track the part delivery till destination. This also helps you to inform the customer about the part status and the expected delivery date. Well-developed courier network is a cost effective and efficient setup where parts are tracked throughout its journey. Within a country, multiple region specific couriers can be clubbed to form maximum coverage area in any particular region. In second case also, a local delivery network which can deliver the part within minimum time is helpful.
