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Group Productivity	Mission Critical Applications Company Specific Apps
	Group Applications Email, Groupware, etc.
Personal Productivity	Communications Dial-up connections, Mainframe access, FAX servers, etc.
	Office Automation Databases, Spreadsheets, Word Processors, Personal Mngm.
Enabling Technologies	Network Management & Administration Diagnostics, Monitoring, Testing, Metering, Inventory, etc.
	Basic Network Services File service, Print service, Naming service, Security, etc.
	Connectivity Network Interface Cards, Cabling, Hubs, Bridges, etc.

Maintaining the Network Hierarchy

As soon as the first level of the network hierarchy is complete, maintenance and support become issues, things go wrong and users have problems. However, a proactive approach to these issues can minimize their impact and keep you and the network users focused on reaching higher levels in the network hierarchy.

NETWORK HELP
Many network problems are not problems at all. They are simply a lack of communication or explanation on the part of the network administrator. Three basic steps can simplify many problems and improve user satisfaction.
 

1. All changes in the network must be communicated clearly in advance, so when things are different, users won’t have to call for an explanation.
    

2. Users must be provided additional resources for problem resolution so every issue does not necessitate a call. For example, providing documentation on how to print from a particular brand of word processor to a network printer’s envelope feeder reduces the number of calls related to this subject.
    

3. Peer support must be encouraged especially where resources are minimal and there are expert users with various applications and issues.

When it is necessary for a user to call with a problem or question, then there should be a clear procedure as to how to contact the network administrator. Since most network administrators are seldom at their desks, the use of a beeper can provide access in case of emergencies.

Network administrators should avoid the temptation to attempt to placate users by assuring them that the problem will be corrected right away. Different problems impact users and the overall company in sometimes quite different ways. Calls must be prioritized with a specific understanding between support personnel and users concerning the sequence in which problems are addressed. Until a problem is prioritized and other existing problems resolved, it may be impossible to provide an immediate solution to a call. An affirmative on the phone that is not acted upon immediately casts the whole network into suspect despite a network administrator’s best intentions.

Last modified: January 10, 2005
Yannis Grammatis