The irony of utilising Information Technology in your business is that the more efficient you become as a result of using it effectively, the more dependant you will become on it always being available. As a result of this one of the most important elements of your Information Technology system will be the support that you receive to keep it up and running. The level of support will vary from business to business depending on your requirements and those of your system. You may have staff on-site that can provide some level of assistance, vendors on regular support agreements or support providers who attend only when you have a problem. Networks tend to utilise slightly more support and even if they don’t, it is a good idea to have a support person check them over from time to time to ensure their performance is satisfactory, there are no bottlenecks and they are operating, as they should be.
The article on Support deals with the provision of IT support to your organisation including who will be providing support and what level of service you should expect. This topic is divided into three main sections; communication, detailing the importance of the relationship with your service provider and the quality of the service you receive, documentation, which looks at the level of records and information that should be kept to aid in the management of your IT assets and finally response, which details issues such as response times and service agreements.
For the complete article see… Support