Tarchouna Digital Workplace Services
Example scenario from Microsoft System Center Configuration Manager for software distribution:
The Solution is a step-by-step documentation to distribute certain responsibilities to the whole team rather than limiting them to one person.
For this purpose, I have created a How-to document Exampler.
This How_to document is about speeding up the step-by-step instructions using landmarks with number sequences as key figures.
It has the advantage that beginners in 1st and 2nd level support with complex tools like SCCM can orientate themselves by the document and avoid mistakes.
Another advantage of the How_to document is e.g. an ITIL-based service desk procedure in the ticket system or in the knowledge base, so that e.g. in the case of sick leave, holiday replacements or induction of new employees, the How_to serves as support for training and induction.
In addition, the How-to document is provided with illustrations, so that the illustrations are marked in a list. With the help of the list of illustrations, you can estimate the order and time of troubleshooting. The list of illustrations is also intended to be helpful as a guide.
Knowlegde Base | How-to
With orientation points and detailed step-by-step instructions, the performance of troubleshooting is increased and tickets can be closed faster and more efficiently in terms of the service level agreement.