You can start small though. Just go with broad categories like "printer", "CAD/CAM", etc and log reported/solved times and some text on both. It's been a while

You can start small though. Just go with broad categories like "printer", "CAD/CAM", etc and log reported/solved times and some text on both. It's been a while ago since I worked with a Windows network, 15-18 years or so, but graphs from that was enough to prove investing in multi-purpose on-site free support network printers was a good idea. Support logs dropped by about 20% if I remember correctly (lots of crappy inkjets) and it saved the company some money in printer repairs and not buying ink cartridges and toners all over the place. After that budget talks and time for in-depth problem solving became easier. We ended up in something ITIL like naturally. We just started scripting solutions naturally and shared them between each other. Some of those scripts ended up being pushed to clients so traveling sales people could remap network drives and other simple things. Then we wrote a GUI for them - because clicking is easier apparently. That didn't work properly but proved the case for remote control/monitoring/inventory software (well, control really but it was IT buying the software so..) It probably did help a little that I wrote in C and my co-worker at the time thinks x86 assembly is self documenting. Now days I develop and use Linux for basically everything except gaming. Friday horrors persists though. This week it was trying to find a solution to a problem in others code that include sql triggers, framework triggers, various code components and quite a few custom sql tables/relations that I haven't worked with before.