Marta's IT team of three moves the spreadsheet, the shared mailbox and the "who is responsible" notes into one place: a list of everything, a request queue and a catalog for 800 employees.
In-house IT team
A furniture factory with 800 employees. Marta runs IT; Denis and one more engineer handle everything else. The list of computers and servers is a spreadsheet that three people edit. Problems arrive in a shared mailbox. The wiki page that says who is responsible for what was last updated by someone who left a year ago. Nobody is lazy. The information just lives in too many places.
Accounting complains that saving a file takes forever. Denis opens the spreadsheet: the file server is in rack 3. The mailbox has a message about it from Friday that nobody picked up. The wiki names an owner who no longer works here. Denis spends twenty minutes just finding out what this server does and who uses it before he dares to touch it.
Marta’s team loads the spreadsheet into AverDesk as a file (CSV import). Servers, computers, printers, network addresses, programs, licences, offices and user accounts become records in one inventory. IT people call such an inventory a CMDB. The team adds its own fields, such as warranty end and cost centre (custom attributes). Every change is saved with who made it and when, field by field.
Then they connect the records: this server runs this program, and the program serves this part of the work. The file server stops being a row in a table. Now it is the machine under “Document storage”, which belongs to “Office work”. When it fails, AverDesk shows who will feel it. In IT terms, that is the chain host, service instance, service, product, and the impact view walks it for you.
Every message now lands in one shared queue. Everyone sees how many requests are waiting, which are urgent and who took them. A printer that jams is a fault to fix; a new mouse is a wish to fulfil. IT people call these incidents and requests (INC and REQ). Each one keeps the whole conversation inside, so Friday’s message can no longer get lost in someone’s inbox. A timer shows how much time is left to answer and to fix it, as promised (the SLA). A board shows what is waiting and who has it.
Sofia starts in accounting next Monday. Her manager opens the employee portal and picks from a short list: a laptop, a user account, access to the accounting folder. From then on he sees what stage the order is at and who is working on it, and all the messages stay inside the order. The 800 employees cost nothing: only the people who work in IT are paid for (operators).
Marta opens the statistics: how fast the team answered, which systems broke most often, where requests piled up. She checks that every system has a named owner. Sofia’s laptop was ready on Thursday. The old spreadsheet still sits on the shared drive, but nobody has opened it since Tuesday.
