THE SECRET OF "your" USERS

Users of "their" systems have a well-kept secret in any folder on your local computer hard disk. The secret to keep their clients are not well kept, it will show even voices. 

A definition of "user" could be the one person in your organization or outside it connects and uses its computer systems and client as well as other who use them "pay" bill, possibly in a virtual way. In the end, which both seek the information technology (IT) provided, either in secret or voices, is the same. 

On the other hand, it is important to note that there are two types of users, who uses IT services to be more efficient in the work provided to your company and those who use them as an excuse for inefficiency. Sometimes I could not deliver the report to my boss on time because the systems were fallen, however if that's not why I am convinced that this chair is very awkward and it's time to renew office supplies, I have back pain and the heat is unbearable, that the Service Desk fix the air conditioning ... Equal, the report does not exist. 

I remember years ago when I was introduced to a senior officer of a company. It was during the Christmas party, human resources director introduced me as the head of computer systems; 

- Nice to meet you, ah! Systems. Mmmm, you have to make it work, huh?.
 
And he went to greet other colleagues. 
Evidently he was a client, perhaps its greatest exponent. 

In the best system management practices (ITIL), there is a whole block of processes that are concerned with all aspects to ensure the availability and quality of service; 
- Service Desk as a single window customer service 
- Incident Management, focused on resolving any bugs in the shortest possible time.
- Problem Management. Proactively tries to anticipate events that are to come. 
- Change Management. Process all the changes to be implemented in your systems with a lesser impact.
- Version management. Implement the above changes.
- And Configuration Management controls all configuration elements of the systems. 

All seem essential from the point of view of systems as we know from experience that systems fail. So where do we start? 

Now in service provision, we focus on the services offered on their own. There walks the Availability Management, crushed by a better management of incidents and their main stronghold, the Service Desk with a more refined customer service. Sometimes if we keep a watchful eye, this is a bottomless pit when we try to improve satisfaction surveys which attempt to capture the perception of services. 

Availability, is concerned to ensure that users access their systems whenever required with the reliability that has been defined.Viewed from outside, all major systems companies spend billions of hours and money to develop products that help manage the availability of their systems. It seems that years ago revealed the secret of the user.  

Applications such as Tivoli, OVO, SCCM, are solid, powerful, great value ... 
So,Where is the problem? Why their systems are not always available? and above all, what is the impact for users?  

perhaps it is better that the fault has my uncomfortable chair.