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Network Support Requests - This is the fifth and final article in a series on the network support process. In previous articles we’ve discussed preparing the network support request, answering four key network support questions, engaging technical support and reviewed the troubleshooting process. In this final article we’ll discuss the protracted network problem, the seemingly endless network problem that won’t go away or, at least, resists a straightforward resolution. We’ll define two types of protracted network problems, and list some helpful techniques to resolve them.
Complex network problems - Problems that involve multiple technologies/vendors, intermittent problems, problems with limited troubleshooting opportunity. Coordination/communication problems – Us vs. them/finger pointing, limited accountability, unmotivated support personnel. Before listing techniques to help resolve problems in the different defined areas, here are some common recommendations for all ongoing network problems:
Complex network problems Management review of the process Management can provide valuable review and direction when a network problem has languished unresolved, especially if, up to that point, it’s been managed by strictly technical people. This is not the time for management to exercise its technophobia; management need not understand all technical details, but they are certainly equipped to evaluate and direct the problem-solving strategies, resource management, and coordination necessary for a resolution. In particular, management can emphasize that every support approach must include a solution to the problem. Even something outlandish, like abandoning a technology altogether, may make better business sense than endlessly troubleshooting without progress or direction. [These thoughts were also expressed in Lower Network Support Costs: Five Tips for the Owner/Manager and Network Support Requests - Engaging “Do we have the right people working on this?” Support organizations tend to filter technical issues through lower layers of lesser-experienced technicians. If an ongoing, unresolved problem includes multiple technologies/vendors, and/or highly technical issues, there’s a good chance that it’s time to escalate the problem quickly to a higher support level of expertise. Resistance to do this helps prolong the problem. “Do we have the right opportunities to troubleshoot this?” When troubleshooting a network problem requires interruptions to production processes and network users, the longer the problem persists the less likely the organization will permit opportunities to troubleshoot. In this case it’s critical that the troubleshooting opportunities be well planned, coordinated, and communicated to users and stakeholders. Coordination/communication problems
Some observable symptoms of this condition include an “Us vs. them” vocabulary, finger pointing, ambiguous accountability or responsibility for the problem’s resolution, and a lack of motivation. Management review of the process As with the complex technical problem, management can provide valuable review of the coordination and communication methods being used to resolve the problem. Sometimes simple coaching on problem escalation, techniques to break through communication avoidance (i.e., “… they won’t return our phone calls …”) will be all that’s needed to move a problem toward resolution. Overcoming communication avoidance Unfortunately, one reason why network problems remain unresolved is that a support provider simply won’t communicate/return calls. Eventually, marching up the chain of command should resolve this problem (see below). Initially, though, here are some useful techniques that may help amend the priorities of an unresponsive support person; these aren’t for everyday use, they’re not going to smooth any feathers or build rapport, but they may become necessary if you are truly unable to receive simple, deserved support responses. Number requests – In either voice mail or e-mail messages, “Hi Frank, this is my second request …” Copy management – Include a copy to both your management and the support provider’s management on each request. Escalation notice – After using the number requests method, alert the support person that your next request will be made directly to the next highest person in their chain of command. March up the chain of command without delay
We hope that these articles have provided some useful ideas and will help you and your organization save money and increase productivity. Please contact us to find out more about how Right Angle Networks can help support your network and your staff. Network Remote Access - Outlook Web Access, In the first article in this series we discussed remote network access, and some preliminary points to consider. In particular, four key questions were identified to define the preliminary requirements for accessing a network remotely:
In the second article we discussed two specific remote network access solutions: Blackberry Servers and VPN (Virtual Private Network). In this article we’ll discuss additional remote access solutions, the problems that they address/solve, and some points to consider for implementation. Outlook Web Access – The web-based interface for Exchange Server Remote Web Workplace – Windows Small Business Server’s remote access feature suite Citrix/Terminal Services – “Thin client” remote access solutions from Citrix and Microsoft Outlook Web Access
Outlook Web Access is the web-based client that comes with Exchange Server, and may be accessed with a simple Internet connection from anywhere. When deployed with a secure certificate (SSL), Outlook Web Access can provide simple, secure access to users’ Exchange Server e-mail, contacts, calendar, tasks, and Exchange Server public folders. Outlook Web Access may be enabled/disabled on a per-user basis, supports e-mail attachments, and allows the remote users to continue to store their Exchange Server items on the Exchange Server (rather than using retrieval/remote storage techniques like POP e-mail clients). Remote Web Workplace Networks that use Windows Small Business Server can take advantage of Remote Web Workplace, a remote access suite of products including access to network workstations, network servers, and the organization’s Intranet. Remote Web Workplace is designed to be configured and administered with little prior expertise, and features intuitive, user-friendly interfaces to permit simple and straightforward operation. The remote access to network workstations feature permits users to connect to the Remote Web Workplace secure web site, select their network workstation from a list, and operate their network workstation in “remote control” mode as if they were sitting in front of their network workstation. The Intranet feature of Remote Web Workplace includes pre-configured/customizable internal web site sections like shared documents, lists, calendar, and navigation links. Citrix/Terminal Services
Terminal Services are a set of services on a Windows Server that permit a properly authenticated remote user to remotely control a session on the server as if they were sitting on the network. The user may run applications and access network resources as if they were a local network user. During their session, the remote user may also access their own local resources (e.g., save network files to their remote computer’s drive, print network files to their remote computer’s printers). The implementation of Terminal Services requires some extra allocation of server resources; when several remote users establish a Terminal Services session, they are each consuming an allocation of server memory and server processing power that requires that the server resources be sized correctly for the number of supported remote Terminal Services sessions. Citrix has built upon the Terminal Services concept by adding some useful enhancements. Citrix uses the basic Terminal Services connection/session concept, but Citrix also provides the ability for remote users to access single, specific network applications, automatically share remote access applications between servers, and provides an initial secure web interface for remote access users to select/navigate their network application choices. We hope that these articles have provided a useful starting point to define any remote access requirements your organization may have. Please contact us to find out more about how Right Angle Networks can provide consultation, implementation and support for your remote access solution. |
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In Right Angle Networks’ experience, network problems become drawn out and/or resist resolution because they are complex in nature (and tough to define and attack), or they are coordination/communication problems (and just happen to have a network issue attached to them).
Is this a garden variety network problem, but complicated/prolonged by some garden variety coordination/communication problems? Because technical support personnel tend to perform coordination and communication functions using standard, unvarying methods, the initiative needed to overcome a breakdown in one of these important areas may be lacking or absent.
Protracted network problems first and foremost are symptoms of some type of power vacuum: eventually, somewhere up the political chain of command, there exists a position that can exert the kind of pressure and/or marshaling of resources that will solve the problem. March up that chain of command, without delay, and get the right kind of clout behind the effort; this won’t shed any new technical light on the problem, but it will quickly eliminate any complicating coordination/communication problems.
If the answer to the question “What are the network resources being accessed?” is “E-mail only,” and you’re in an Exchange Server environment, then Outlook Web Access may be the only remote access solution you’ll need.
If more complete access to all network resources is required, robust “thin client” “remote control” solutions may be right approach.
