Scope to discuss
- User and directory access
- Server and network configuration
- Business application troubleshooting
- Office changes and software deployment
Map the business dependency
When several systems are involved, explain the workflow that has stopped rather than listing only the error messages. For example, identify whether users can sign in but cannot open shared files, or whether one application is affected across multiple computers. Record when the problem began and any recent changes.
A useful support request identifies an authorized contact, the systems involved and the most urgent business consequence. Existing support agreements may specify a different reporting channel. Use that channel where applicable and discuss responsibility for third-party applications before work begins.
Before we get started
Identify the application owners, existing IT arrangements and any change-control requirements. Support for a particular platform is confirmed before work begins.