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in IT Support: Help for Line-of-Business Software","runbook-it-support-line-of-business-software","There is no vendor chatbot for your own merchandise management system. 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If a step needs approval, it submits it to IT.",{"type":273,"children":463},[464],{"type":251,"text":465},"Afterwards it checks whether the program starts again.",{"type":273,"children":467},[468],{"type":251,"text":469},"If it doesn’t work, the case goes to IT with all findings – not with “doesn’t work”.",{"type":248,"children":471},[472],{"type":251,"text":473},"Every run is documented in the case: which version of the runbook, which checks, which result. The agent does not change the procedure on its own; it belongs to IT.",{"type":258,"level":25,"children":475},[476],{"type":251,"text":477},"Which programs are suitable?",{"type":248,"children":479},[480,482],{"type":251,"text":481,"bold":21},"Anything that can be checked on the device and regularly acts up.",{"type":251,"text":483}," Typical candidates:",{"type":269,"format":270,"children":485},[486,492,498,504],{"type":273,"children":487},[488,490],{"type":251,"text":489,"bold":21},"Merchandise management and ERP clients:",{"type":251,"text":491}," service, database connection, tenant selection.",{"type":273,"children":493},[494,496],{"type":251,"text":495,"bold":21},"Practice and law firm software:",{"type":251,"text":497}," connection to the server, updates, card readers.",{"type":273,"children":499},[500,502],{"type":251,"text":501,"bold":21},"CAD with a license server:",{"type":251,"text":503}," Is the license server reachable, is the license in use?",{"type":273,"children":505},[506,508],{"type":251,"text":507,"bold":21},"In-house built tools:",{"type":251,"text":509}," runtime environment present, configuration file in the right place?",{"type":248,"children":511},[512,514,520],{"type":251,"text":513},"Less suitable are procedures on the server itself, permission changes or anything that modifies data. That stays with IT – see ",{"type":515,"url":516,"children":517},"link","\u002Fen\u002Fblog\u002Fai-helpdesk-server-restart",[518],{"type":251,"text":519},"Why no server maintenance by AI",{"type":251,"text":521},".",{"type":258,"level":25,"children":523},[524],{"type":251,"text":525},"What does this mean in numbers?",{"type":248,"children":527},[528,530],{"type":251,"text":529,"bold":21},"Every case that doesn’t end up with the specialist is cheaper.",{"type":251,"text":531}," MetricNet puts the fully loaded cost per ticket in North America at about $22 at first level, $70 at second level and $100 at third level (MetricNet, “Metrics Unleashed: Shift-Left”, 2020). With line-of-business software, almost every case ends up at the very top today, because only the specialist knows it.",{"type":248,"children":533},[534,536,541],{"type":251,"text":535},"The effect can be measured with three numbers: how many cases for a piece of software are resolved without escalation, how often they reopen and how long the employee couldn’t work. More in ",{"type":515,"url":537,"children":538},"\u002Fen\u002Fblog\u002Fhelp-desk-metrics",[539],{"type":251,"text":540},"Helpdesk metrics",{"type":251,"text":521},{"type":258,"level":25,"children":543},[544],{"type":251,"text":545},"For MSPs: one runbook, many customers",{"type":248,"children":547},[548,550,552,557],{"type":251,"text":549,"bold":21},"MSPs often support the same line-of-business software at dozens of customers.",{"type":251,"text":551}," The knowledge of how to get it running again usually sits with one technician. 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