Make the Simple Things in IT Simple

Most IT support volume isn't addressing complex problems; it's the same basic issues, repeated. The opportunity isn't more complex workflows, it's making the simple things truly simple, and out of the box.

IT teams have endless tools, from ITSM, to device management, to KBs, to chat, to automation, to AI to tackle problems. But the bulk of tickets are still rooted in the basics: "it's slow," "VPN," "no audio," "black screen," "can't print." Sometimes, the fix really is unplug/plug or restarting the device.

So why are we maually building increasingly complex workflows to handle the rarest edge cases, while the high-volume stuff stays painful?

The trend: obvious, and unsolved

These two threads capture it well:

• "I just saved our company by unplugging and plugging it in again." - r/sysadmin
• "Sometimes, they really are just stupid" - r/sysadmin

The answer isn't "we need more tools." Even basic issues aren't easy for users when they need help, and rushed or unclear requests turn small problems into long back-and-forth.

The anti-pattern: expanding workflows to solve problems that almost never happen

When teams are overloaded, they add forms, routing rules, automations, and AI layers. But complexity has a tax:

• More logic = more failure modes
• More forms = worse inputs (or abandonment)
• More routing = more misroutes
• More AI "everywhere" = more tuning and surprises

The solution: the most common workflows should work by default out of the box

"Out of the box" means your system handles the top-volume scenarios without an integration project:

• Recognizes common categories fast (device/network/app/account)
• Starts the first two minutes automatically (restart guidance, re-auth, quick checks)
• Collects context silently (device/OS/network, last reboot, relevant logs)
• Escalates with a clean summary of what was tried + what to do next

If the agent sees the ticket, it should already be actionable.

The opportunity

Most IT support is repeatable. The winning products will make the simple things actually simple by default so teams can spend their energy on the hard 0.1%, not reinvent the wheel, over and over again.