So the first in our series of seminars on Virtual Desktop Infrastructure (VDI) is nearly upon us and working through some of the demonstrations with the Infrastructure team has thrown up some interesting topics for discussion. Here at Plan-Net we have the benefit of seeing the ways in which VDI is revolutionising the delivery of IT Support first hand and some of the developments we are witnessing will have a resounding effect across the full spectrum of service delivery.
A perfect example of this is the newfound ability to re-image a desktop that VDI brings. For those Service Desk personnel measured on the speed of their resolutions, the introduction of VDI must seem like a golden ticket to hitting targets. Faced with the choice between diagnosing and fixing a fault or the quick re-imaging of a desktop while the user is still on the phone there is only going to be one winner.
So what's the issue? Well if proper process is in place (and followed) there needn't be an issue, but that's a big 'if'. After all, though the fix was quick, the fault may still remain and the likelihood is it will reoccur at some point in the future. In order to ensure a VDI implementation doesn't begin to suffer from the sort of lapses in standards that can affect any environment, it is crucial that the right processes and procedures are in place. In this instance, the correct level and type of data captures when logging faults will enable appropriate diagnostics and trending to be carried out, leading to both improved Incident resolution, whilst at the same time stamping out the root cause.
Derek Elphick, Principal Service Management Consultant, Plan-Net
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