During a busy shift at the help desk at Litware, Inc., a call comes in at 9:05am

Question

During a busy shift at the help desk at Litware, Inc., a call comes in at 9:05am from an angry user whose mouse is not working. At 9:07am, the vice president of the Marketing department calls to report that the hard drive in the file server where the company's ad campaigns are stored has failed. At 9:15am, the manage of the Order Entry department calls to report that the email server that delivers the product orders generated through the company website is down. Between 9:25am and 9:45am, four users on the LAN in the Sales department call to report that they cannot access the company intranet server containing the health insurance forms they need.

As the help desk manager, which of these four problems should you address first? Explain your answer and why you did not choose the other three

Explanation / Answer

Litware is a business, and so the goal of a business is always to be productive in the sense of making money. Essentially, the only problem of the four that effects the ability of the company to be lucrative (make money) is the fact that the e-mail server which develops the product orders generated via the company's website is failing. Fundamentally each of these orders that are not able to be processed are dollars out of the window. If product orders are not being receieved, neither is the money from the ordering of these products. This effects the company on a large scale--with lack of sales, a company may not make its monthly goals, thus pay-roll for every employee at Litware is affected (meaning the employee gets paid less). Also, with the flaws in the server, the consumer at home looking to order the products may leave Litware as customers since perhaps they are frustrated that their order is not being processed. (No money coming in as early as 9:15 AM and potentially all day is a serious RED FLAG.

The other options are much less severe and directly do not effect the sales of the company, nor the workforce of the company.

1) One user with the mouse issue is to be handled lastt. This is one person, and his problem can wait.

2) The health forms that are needed are not first priority because they can be filed later, and do not affect the profitability of the company.

3) The issue that the harddrive with the plan for advertising strategies also may affects sales (if the harddrive is lost or not working long term) but this is not nearly as serious as the answer I have provided. The advertising effects and their translation to money is a long arduous process, and although it may impact the buying habits of consumers, it does not directly translate to $$'s as it does if the physical real-time product ordering service is down.

Please RATE, this took a while to type up :) Thank you!!

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