It's pretty much the worst-case scenario for any business: Users alerting IT to a problem. The Help Desk - users' first contact point - has no idea what's happening. The Help Desk starts tracking down network administrators and engineers to try and find out what's going on and to resolve the problem. And that's just the start of the problem: From there, users will be continuously checking in with the Help Desk to find out what's happening. The Help Desk will be bugging whoever is trying to fix the problem. Things slow down. People get frustrated. IT looks incompetent.
There has to be a better way.