Technology Management

Technical Support

Techncial Support Management is an extension to Infrastructure Management. It relates to the production aspects of IT, the technologies that are "in service" or "on-line".   Technical Support is unlike Infrastructure Management, in that Infrastructure Management focuses on stability and availability of systems & services and provides support services to other areas of the IT department and typically does not deal directly with the user base. Technical Support is the user facing function of IT with a focus on the human interaction and and utilization of services and applications.

What makes Support Management one of the most important resources for both users and management, beyond facilitating problem resolution, is it's cornerstone position as a critical control point for measuring and improving quality and meeting Service Levels. It's a key factor in determining budgets and ongoing cost analysis, it's the primary indicator for tracking where and what types of problems are occurring and at what levels over a given period of time.

Effective Support Management enhances the user experience / customer satisfaction levels, enables management to track activities and support efforts(cost)that help to define the Total Costs of Ownership (TCO) analysis, making budgeting more predictable and enabling management to make accurate 'make or buy' determinations as to whether certain aspects of the technology are better served as an outsourced service.

As the only significant interface between the user base, Support Management is the tip of the sword for a customer-oriented approach to improving quality by continuous evaluation and improvment.

At its core, Technical Support provides a range of services to assist the user base resolve any problems experienced whilst using the technical resources. Professional Service companies that provide technical support services generally agree that technical support can be broken down into three catagories;

       Level I      -  HelpDesk, User and Desktop Support
       Level II     -  Corporate Application Services Support
       Level III    -  Core Infrastructural Engineering Support
        

Because of the complexities involved in implementing an effective IT support, complexities that are usually unique to an organization, standards for implementing IT support structures are uncommon in mid-size organizations and more common in Enterprise organizations where Outsourcing plays a greater role and companies that provide the outsourced services require clearly defined standards. 

Those goals should include;

What we do

We assist organizations define and implement a process for Techncial Support and the development of IT support structures based on individual origanizational requirements.

For more information about our Technical Support Consulting please Contact Us

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