IT teams are still very often organized in silos. However, incident resolution must be efficient, reactive, and therefore fed with accurate information. Unfortunately, service desk technicians often find themselves faced with a user who has difficulty explaining the problem they are experiencing with their web application or heavy application. Thus comes the famous principle of inter-departmental “ping-pong”.

Doesn’t that tell you anything? Remember the application and network teams passing the buck while trying to find the IS malfunction without knowing where to look! All these time-consuming steps could be easily avoided. How do we do it? With a clear view of the incident itself, as if the Service Desk was in the user’s shoes at the exact moment the error occurred. Let’s look at this in detail.

Useful but insufficient screenshots

Let’s go back to our case explained above. Support asks the user to repeat the process leading up to the incident, and if possible to accompany his bug report with screenshots and error messages displayed.

This process obviously has important limitations. On the user side, the report often lacks technical precision, the screenshot can also be taken out of sync, or a pop-up can hide the real cause of the error. On the support side, we must not forget that the teams are not always sufficiently familiar with the business objective of the application (web or heavy), or sometimes even with its normal operation.

In the absence of a precise description of the incident, the support can only try to interpret the elements at its disposal. In the resolution process, this creates more conflict than it solves…

The magic of invisible bugs

How can we correct an incident when we do not control the steps that lead to its reproduction, and in fact we do not see?

With communication between teams already breaking down, the Service Desk becomes the scapegoat for IS failures and slowdowns. And when the bug is not repeated, it is the user’s turn to be blamed: an incident that the teams do not reproduce may see its existence contested. It is necessarily the behavior of the latter…

The Service Desk in the user’s place

Replay the scene, factualize the error encountered, and immediately identify the behavior of the user and the application when the incident occurred. This is what the video brings: a factual credit! A real asset for the entire organization, the incident replay facilitates exchanges between each actor in the management of the problem. It finally brings a complete understanding of the steps leading to it, in fine a faster resolution.

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