We recently rolled out a new office printer. It was online. The driver was installed. A test page came out.
Then someone needed a normal document printed and the printer wanted to use the wrong tray. The first test had been deleted before we got to check that exact workflow.
This is the bit of IT support people remember: did the thing work the way they actually use it?
Test the real job
For a printer, that means the right paper, the right tray, the right color setting, and the queue name people can find. On a Mac, the default can live in the user’s print settings, so the device-wide setting may not be enough.
For a laptop, it means the person can sign in and get to their files. For a new employee, it means the account, apps, and permissions are ready before day one. “Installed” is a milestone. It isn’t the finish line.
If your staff is still working around a fix, the ticket is still open in real life.