“We had a legacy help desk system in place, but the paging software that was integrated with it was only sending about 80% of the generated trouble tickets,” he recalled. “One of my primary projects when I came on board was to resolve this issue.” He continued, “The problem was the paging system we had in place didn’t track message status, so we had no way of knowing if a page actually went through. We had to scroll through a lengthy log cross-comparing message numbers with a list of recent messages. If we didn’t spot a message number, it meant we never got it. I estimate this manual process took individual IT personnel at least five hours a week to perform, so you can see how costly this became in lost administrative time.” Since the paging software did not match message num

Join for free to read