Digitalization is often seen as a technical upgrade but for me, it started with frustration. Not with systems, but with people, processes, and repetition.

The Real Issue

While preparing for my Master’s degree in Computer Science, I was double-hatting as a Network System Administrator. I made a decision early: my research would not be abstract; it must address real problems I was facing daily.

One issue stood out clearly. Staff members kept reporting the same computer problems over and over again. The same fixes. The same explanations. The same interruptions.

At one point, I tried a workaround – I trained a group of students to assist in handling these issues. It worked… temporarily.

But then reality hit:

Students graduated or became unavailable.

Training had to start from scratch repeatedly.

Support became inconsistent.

What looked like a solution was actually another layer of the problem.

The Realization

This wasn’t just a people problem. It was a system problem.

There was no structured way to:

• Capture recurring issues

• Store solutions

• Give users access to help when needed

We were solving problems but not learning from them.

The Aha Moment!

That’s when a simple question changed everything:

What if people didn’t need me every time something went wrong?

In the next post, I’ll show how that question led to a practical, scalable solution.