This is the point where you develop a routine that lets you set expectations.
Sir, we need to get your system sent for repairs so you do not lose business critical information or do not have your work impacted in an unexpected way. While our loaner system is not great, it will let you work until your assigned laptop is repaired. The repair place is expected to take '(x+2) days'. (the +2 is for getting it back, testing it yourself and doing whatever you need to get it back on your network.) This is where leveraging language also can help long term. Never use 'your computer' when describing someones work equipment. Use 'your assigned computer' (laptop/desktop/system/whatever). This is a company asset. It should also be an IT asset, not a business units asset (though that may not be your companies model which if not is unfortunate). If 'asset ownership' is unclear at your company, then start making sure that all IT assets are IT assets. Use that language when interfacing with customers (assigned system). People get possesive, but you can control this perception a bit. If you do, there are a lot of wins for you. Steven Peck http://www.blkmtn.org On Mon, May 9, 2011 at 8:57 AM, John Aldrich <jaldr...@blueridgecarpet.com>wrote: > Yeah... I've been replacing old machines with newer ones as people leave > and > their position isn't filled. Most of my desktops have been refreshed with > relatively new Optiplex machines. I do have some extra equipment, so it's > not that big a deal, just that the user in question (claims manager) > probably won't be happy about having to switch machines for a few days. :D > > > > From: Jonathan Link [mailto:jonathan.l...@gmail.com] > Sent: Monday, May 09, 2011 11:50 AM > To: NT System Admin Issues > Subject: Re: HP DV8000 laptop > > I don't have extra machines. I do have machines that are out of warranty > and no longer in service that I can deploy to a user relatively quickly. > If > you're regularly refreshing hardware (which is also something that you > should be doing) then having machines around becomes easier. > On Mon, May 9, 2011 at 11:42 AM, John Aldrich < > jaldr...@blueridgecarpet.com> > wrote: > Thanks... that's very good advice. We *have* been standardizing on desktop > hardware, but still have a lot of "legacy" stuff (including some "legacy" > laptops from the previous IT Manager who went to Walmart and bought > whatever > was on sale.) Also, it's hard to get management buy-in on having extra > machines. :D But you raise a very good point. I'll have to start trying to > move that way as we go forward. I never really looked at it from that > perspective. > > Thank you. > > > > > -----Original Message----- > From: Sam Cayze [mailto:sca...@gmail.com] > Sent: Monday, May 09, 2011 11:11 AM > To: NT System Admin Issues > Subject: RE: HP DV8000 laptop > > John, let me throw out a little process suggestion here: > > This is a business use laptop, right? Then it should (or MUST imo) have a > warranty AND a spare identical machine avail for deployment. This is why > it's important to have similar hardware deployed. > > Whenever a machine has a hardware issue, take the machine from the user, > swap the hard drives, and have them working again in 5 minutes. Keep the > user downtown to an absolute minimum; their time is valuable. > > You now have a broken PC on your desk that you can fix whenever you feel > like it. Pinpoint the problem, call the vendor, say "Fan X is bad", and > either they come fix it or you ship it out. > > For example, I just had a user complain about a video card issue. Walked > to > her desk with a new machine, swapped the drives... boom. She's back in > business. 2 screws/quick update the inventory spreadsheet; maybe 5 minutes > tops. > A few days later in my spare time, I started a chat session with support, > said "XX is happening, could be Mobo or Video Card, not sure. Have the > tech > bring both just in case". Next day, tech arrives, pinpoints and > troubleshoots the issue, replaced the Mobo. Boom, now I have a good > working > spare avail for the next failure, and in the mean time I'm working on > bigger > issues. > > > I realize this option might not exist at your company (yet), but it's what > you should strive for. In the meantime, I'd suggest you hit the HP Forum > for questions like this. It's a little more geared to questions like this. > > -Sam > > > > > > > > > > -----Original Message----- > From: John Aldrich [mailto:jaldr...@blueridgecarpet.com] > Sent: Monday, May 09, 2011 9:32 AM > To: NT System Admin Issues > Subject: RE: HP DV8000 laptop > > Yikes! I just looked at the procedure for removing the fan... gotta > basically disassemble the whole freakin' laptop! I think I agree that it's > time to send this out to a professional... and if they break it, well, they > gotta fix it. :D > > > > > -----Original Message----- > From: Joseph L. Casale [mailto:jcas...@activenetwerx.com] > Sent: Monday, May 09, 2011 10:15 AM > To: NT System Admin Issues > Subject: RE: HP DV8000 laptop > > >Anyone here have any experience with this specific laptop? > > Not that one specifically, but several HP's... I can say that as long as > you > have the correct tools and the manual (So you know where to expect snaps > that you will otherwise break etc), it can be done. Bottom line is it takes > me much longer than lowly tech that just does this every day. > > Send it out... > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ > <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ > <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to listmana...@lyris.sunbeltsoftware.com > with the body: unsubscribe ntsysadmin > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to listmana...@lyris.sunbeltsoftware.com with the body: unsubscribe ntsysadmin
