During a busy shift at the help desk at Litware, Inc., a call comes in at 9:05 A

Question

During a busy shift at the help desk at Litware, Inc., a call comes in at 9:05 AM from an angry user whose mouse is not working. At 9:07 AM, the vice president of the Marketing department calls to report that the hard drive in the file server where the company’s ad campaigns are stored has failed. At 9:15 AM, the manager of the Order Entry department calls to report that the email server that delivers the product orders generated through the company’s web site is down. Between 9:25 and 9:45 AM, four users on the LAN in the Sales department call to report that they cannot access the company intranet server containing the health insurance forms they need. As the help desk manager, which of these four problems should you address first? Explain your answer, and why you did not choose the other three.

Explanation / Answer

Hello!

Although typically as a help desk manager it is best to attend to problems in the order they are received in cases like these one most properly prioritize the help desk issue orders for the sake of the company.

In this case we would want to focus on the problem that affects the widest and most amount of users. Which obviously would be the Order Entry department that reports the email server that delivers the product orders generated through the companies website is down. A few reasons why this is most important is because these orders are how the company stays in business and if customers are not receiving their product order emails then it could result in lost product sales.
Also, this issue affects possibly thousands upon thousands of customers orders depending on the scale and frequency that the company receives online orders from their website.

Also the other cases provided such as a co-workers mouse not working, the marketing department not being able to access ad campaigns, and health insurance forms not being able to be accessed aren't exactly crucial needs. Although they are important in their respective forms, we must choose to focus on the email system first to ensure the company does not lose out on orders that ultimately is what is going to keep the company in business.

Please let me know if you have any questions or need any clarification on this concept.

Good luck!

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