Real SMB IT: Repetitive Problems

November 16, 2009

(Let me guess – You have that complaint as well?)

What are repetitive problems? And what is so bad about them?

Repetitive problems are IT service issues that either do repeat on a regular basis (eg. Jane Can’t print) or seem to occur on a regular basis (eg. The Internet is dead).

In both cases these issues will both suck the life out of your staff, and leave a lasting perception that IT staff or suppliers are never meeting expectations in the quality of IT service and support delivery.

The Quick And The Dead

Sure you want IT related issues and problems resolved rapidly. But it is important to understand that rapidly must be balanced by permanently.

You do not want IT staff or suppliers fixing the same problem again and again. Avoidance of these repetitive problems comes down to investigating and communicating the root cause of that IT service or asset failure. Identifying and communicating this root cause permits a reasonable discussion and decision on mitigating that possible repeat of that failure.

In some cases, it may not possible or desirable to permanently kill all repetitive issues. As an example, perhaps your current budgetary considerations make replacing that defective printer a low priority. But at least having that decision agreed upon and documented can remove that vague perception that your IT staff or supplier is not delivering adequate service.

The SMB Takeaway

I have talked with many SME business owners and managers over the years, and a common theme in complaints about their IT service staff or outsourced service providers is when failures occur in the same IT service or asset consistently and repeatedly. So the discussion must be held on that root cause, that why?

These type of Repetitive problems must be avoided and killed where ever, and when ever possible.

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Photo Credit donnjmck via flickr

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