IT Service Management

What is IT Service Support?

IT Support service plays a vital part in the overall effectiveness of a business. Today IT services provide for round the clock 24/7 support in the form of a help-desk which can be accessed by way of phone, website or e-mail and also in the form of on-site support. The charges of IT support service are often in the form of a monthly or annual fee depending upon the number of functionalities utilized and users having access.

IT Support Models

The support model often differs according to the industry vertical which it assists. For technical domains the support model is often more intensive in the form of specialists who provide both remote support as well as on-site support.

Technical support often is structured into discrete activities (service elements and work types) depending on specific service requirements associated with business activities and the technology used to assist or enable them.  Innovative methods like tracking client or customer profile and history of support activities have resulted in shortening of resolution time and improved customer satisfaction.

IT Service Support:  Activities which assist the business in leveraging technical assets for the greatest utility in helping achieve business goals and objectives. The overarching attitude of the IT support professional is like a representative selling a product “Customer service and satisfaction” should be the standard for all IT service support professionals. Without our business customer. we as IT support professionals have no reason to exist. We should remember that whenever we interact with the application or technology user.

There are many disciplines, standards, and tools that can assist in delivering services to the business, but the most important element is “attitude” of the support professional, not the tools and standards.

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