August 26, 2009 at 10:15The work of the computer department: improving efficiency using the electronic application system
Problem statement
There is a distributed computer network of the organization, which includes about 250 computers. The task is to serve this entire network as efficiently as possible. First of all, the service includes installation and configuration of various software, and secondly, the maintenance of hardware. The first is carried out remotely (RAdmin, remote desktop, etc.), in the second case, computers are brought to our department, and the necessary work is already being done on the spot.
Disadvantages of the existing system
The existing service system is standard phone calls. Any specialist in the department picks up the phone, and then the fun begins ... :-) The person on the other end of the wire is trying to feverishly explain what happened to him, and you are feverishly thinking about how to solve this problem. And it’s good if the problem belongs to your competence, it happens that the handset is transferred to another specialist, and from him to a third. Accordingly, all explanations are repeated anew, time goes on, everyone is nervous and so on. Those who worked in technical support will perfectly understand what it feels like.
Solution method
Initially, I had the idea of creating in each department a special document with general access, where everyone could write their “complaints”. Then, for example, once a day these documents were pumped out, well, the necessary work would be carried out further. However, as a result of certain events, all reflections [very] quickly went into the practical phase :-), and it was decided to create a system based on a web interface.
Why the web interface was chosen is explained very simply. If you write some kind of your own program - you need to install it everywhere, then somehow transfer the data to the server and so on. More implementation problems than good. At the same time, browsers are everywhere (the same ancient Internet Explorer), so it is enough to throw shortcuts to the desktops of users who will link to the desired address.
As the web server, we took the first decommissioned computer that came across (Pentium III, 3 memory sticks of 128 MB each, hard 40 GB - more than enough for our purposes). Quickly raised Apache, MySQL, PHP, the benefit of the experience is already there. After that I started programming the system itself.
The system of "electronic applications"
Actually, the first version of the system was made "on the knee" and in a record 4 days. :-) I will briefly describe what it consists of:
- the application form (accessible to everyone, indicates the department, phone, name, description of the problem and computer inventory number)
- the application verification form by its number
- a general list for the distribution of incoming applications (carried out by the head , you can specify the "urgency" of the application)
- a list of applications of a particular specialist
- separately - the so-called “two screens” mode: in the upper half - applications of a specific specialist, in the bottom - a general list. Conveniently.
A little later, the system was upgraded to a normal level. In particular, the ability to view applications for an arbitrary period of time was added (it is especially convenient when you need to report on the work done :-))
Benefits from the implementation of the system
- The first and most important thing: the constant stress state has disappeared. According to subjective feelings, the number of incoming calls decreased by 5-7 times. No one is fussing, you can immediately see what kind of computer, what kind of problem, and how to solve it.
- As a consequence of the first paragraph - a sharp reduction in telephone costs
- It became especially convenient for a specialist engaged in repair: he can prepare the necessary spare parts in advance in order to quickly start repairing as soon as they bring a computer or printer. Or, for example, agree in advance with a service center.
- It’s convenient from the point of view of people applying: it’s always possible to see by number what stage it is
- convenient from the point of view of the authorities: it is always possible to show what you did
- It is convenient from the point of view of a VERY big boss: you can always show what you did the whole department
- Another rather interesting point: for each application, you can specify a solution method, so that the general application ribbon begins to act as a kind of “wiki” - you can read how other specialists solve problems (so to speak, tips and tricks :-))
Conclusions I
recommend to all computer specialists who work in medium and large organizations with a large fleet of office equipment.
There is a distributed computer network of the organization, which includes about 250 computers. The task is to serve this entire network as efficiently as possible. First of all, the service includes installation and configuration of various software, and secondly, the maintenance of hardware. The first is carried out remotely (RAdmin, remote desktop, etc.), in the second case, computers are brought to our department, and the necessary work is already being done on the spot.
Disadvantages of the existing system
The existing service system is standard phone calls. Any specialist in the department picks up the phone, and then the fun begins ... :-) The person on the other end of the wire is trying to feverishly explain what happened to him, and you are feverishly thinking about how to solve this problem. And it’s good if the problem belongs to your competence, it happens that the handset is transferred to another specialist, and from him to a third. Accordingly, all explanations are repeated anew, time goes on, everyone is nervous and so on. Those who worked in technical support will perfectly understand what it feels like.
Solution method
Initially, I had the idea of creating in each department a special document with general access, where everyone could write their “complaints”. Then, for example, once a day these documents were pumped out, well, the necessary work would be carried out further. However, as a result of certain events, all reflections [very] quickly went into the practical phase :-), and it was decided to create a system based on a web interface.
Why the web interface was chosen is explained very simply. If you write some kind of your own program - you need to install it everywhere, then somehow transfer the data to the server and so on. More implementation problems than good. At the same time, browsers are everywhere (the same ancient Internet Explorer), so it is enough to throw shortcuts to the desktops of users who will link to the desired address.
As the web server, we took the first decommissioned computer that came across (Pentium III, 3 memory sticks of 128 MB each, hard 40 GB - more than enough for our purposes). Quickly raised Apache, MySQL, PHP, the benefit of the experience is already there. After that I started programming the system itself.
The system of "electronic applications"
Actually, the first version of the system was made "on the knee" and in a record 4 days. :-) I will briefly describe what it consists of:
- the application form (accessible to everyone, indicates the department, phone, name, description of the problem and computer inventory number)
- the application verification form by its number
- a general list for the distribution of incoming applications (carried out by the head , you can specify the "urgency" of the application)
- a list of applications of a particular specialist
- separately - the so-called “two screens” mode: in the upper half - applications of a specific specialist, in the bottom - a general list. Conveniently.
A little later, the system was upgraded to a normal level. In particular, the ability to view applications for an arbitrary period of time was added (it is especially convenient when you need to report on the work done :-))
Benefits from the implementation of the system
- The first and most important thing: the constant stress state has disappeared. According to subjective feelings, the number of incoming calls decreased by 5-7 times. No one is fussing, you can immediately see what kind of computer, what kind of problem, and how to solve it.
- As a consequence of the first paragraph - a sharp reduction in telephone costs
- It became especially convenient for a specialist engaged in repair: he can prepare the necessary spare parts in advance in order to quickly start repairing as soon as they bring a computer or printer. Or, for example, agree in advance with a service center.
- It’s convenient from the point of view of people applying: it’s always possible to see by number what stage it is
- convenient from the point of view of the authorities: it is always possible to show what you did
- It is convenient from the point of view of a VERY big boss: you can always show what you did the whole department
- Another rather interesting point: for each application, you can specify a solution method, so that the general application ribbon begins to act as a kind of “wiki” - you can read how other specialists solve problems (so to speak, tips and tricks :-))
Conclusions I
recommend to all computer specialists who work in medium and large organizations with a large fleet of office equipment.