CHAPTER 3: KEEPING IT FRESH
What are the challenges?
• How do I find the best place to start?
• How do I keep my customers on my side? How do I manage changes, such as additions and removals?
When it comes to interacting with end-users, remember that they often need little excuse to blame the tools that they have been given to carry out their role, and their perception of having out-of-date or underpowered equipment is sometimes enough alone to increase the volume of calls to your support desk. Whilst there may be situations where using old equipment to carry out a specific task within your infrastructure is appropriate, when it comes to your users, their own perceptions are most definitely their reality.
With this in mind, take a detailed ...
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