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Things to know about IT support
As we move ever further into the digital age, the business need for in-house technical expertise has become universal. Information technology is no longer the sole responsibility of tech-sector organizations. The always-on, always-connected reality of modern business has made IT an essential component, without which most companies grind to a halt.
Unfortunately, IT monitoring and maintenance has not necessarily kept pace with IT dependence; IT issues can occur without warning, and when they do, organizations are often left scrambling to identify root causes, repair vital technologies, and remediate and resolve any resultant complications. Add to this the evolving dangers of cyber-attacks and security breaches, and the IT vulnerability of modern business becomes even more important.
To address these threats and improve business and operational resilience, organizations turn towards IT support. Here, we discuss IT support, what it offers, and how ServiceNow is revolutionizing how employees and IT agents interact to find resolutions.
As IT has become ubiquitous among businesses, the roles and responsibilities of IT support personnel have become more extensive. On its most basic level, IT support is a broad term that encompasses any form of assistance with technology-related services and products. That means that IT support is equally responsible for installing new software or helping forgetful employees recover lost passwords.
At the same time, effective IT support solutions provide employees with the resources to quickly resolve issues and get the work back on track. Employees can get IT support at any time, from anywhere, and count on a fast, reliable resolution. This means improved employee productivity, as well as increased job satisfaction and engagement.
With this in mind, the following are some of the more common tasks associated with IT support:
- Logging and processing support calls
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners · Planning and undertaking scheduled maintenance upgrades
- Setting up accounts for staff, and ensuring that they know how to log in
- Solving password problems
- Talking to employees to determine the nature of any problems they encounter
- Investigating, diagnosing, and solving computer software and hardware faults
Advanced ServiceNow IT support solutions from ServiceNow take things further, allowing IT agents to resolve repetitive IT tasks and requests using automation via virtual-agent chatbots or predictive intelligence to automatically categorize and send cases to relevant teams. This should lead to improved service level management. Finally, a comprehensive dashboard can provide service agents with a complete view of IT support, backed by AI-informed recommendations and essential context. These advantages allow IT agents to resolve cases more quickly and accurately.
Employees, likewise, benefit from ServiceNow solutions for IT support. Omnichannel self-service options provide employees with reliable resources to find solutions, ask questions, and get accurate, consistent information at any time. Mobile options allow employees to get support through the Now Mobile application, available on any mobile device. Collaboration tools integrate with Amazon Connect, Slack, Facebook Workplace, and Microsoft Teams. And, because support doesn’t only occur online, ServiceNow Walk-Up Experience streamlines face-to-face support requests, with online check-in, real-time queue estimates, and automated notifications.
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Modern information technology fulfills diverse roles, and the support needed to correctly operate said technology and achieve desired results can be just as varied. IT support encompasses a range of services and levels of expertise to address the full range of technological issues organizations are likely to experience. These different types of IT support cater to unique needs and levels of complexity, and can be categorized as follows:
Level 0 (self-help)
Level 0 support empowers users to independently retrieve support information with minimal or no assistance required from IT professionals. Instead, this kind of support relies on self-help resources such as websites, FAQs like ServiceNow Knowledge Management, technical manuals, blog posts, chatbots, and online forums. Users can access these materials on their own to find solutions to common issues or answers to their questions, making it a valuable initial resource for troubleshooting. Many users prefer level-0 support because it often results in faster, more hassle-free solutions.
Level 1 (help/service desk)
For those who need more support than may be available from self-help or automated options, level 1 support serves as the first point of contact with human support personnel for users facing basic issues, known problems, and service requests. Typically, this level of support handles routine tasks like password resets, initial troubleshooting, and resolving common issues. Users reach out to the help or service desk when they require quick assistance and guidance to address straightforward technical challenges.
Level 2 (technical support)
Not every support request is so easy to resolve, which is why level 2 support offers more comprehensive and specialized knowledge related to specific products or services. It comes into play when issues require a deeper understanding and expertise in a particular technology area. This level of support involves troubleshooting complex technical problems, addressing software or hardware issues, and configuring systems to meet specific requirements.
Level 3 (expert product and service support)
Level 3 support represents the highest tier of technical expertise within an organization. It consists of highly skilled product and service specialists who are accessed when incidents demand the utmost proficiency or when technical support personnel are unable to resolve an issue satisfactorily. These experts excel in diagnosing and resolving intricate technical challenges, particularly those related to critical systems, advanced configurations, or complex hardware and software issues.
Level 4 (managed or outsourced support)
When no one in the organization can address the issue, outside help may be needed. Level 4 support involves engaging external entities, such as vendors and business partners, who are contracted independently of the organization. This level is typically utilized least often but may be necessary when all internal options have been exhausted. Encompassing vendor-specific solutions, third-party integrations, and advanced consulting services, making it essential for addressing complex, non-standard scenarios.
There are many different processes associated with supporting an IT organization’s systems There was a time when many organizations kept their IT support personnel hidden away in basements, only bringing them into play when computer systems or important office appliances needed to be fixed. Those days have passed; modern IT support is an essential and fully integrated aspect of the organizational structure of any successful business.
Although many companies still prefer to keep separate IT support departments, others have begun fully integrating IT throughout other teams and departments. The reasoning behind this move may seem obvious—every team and department has its own technology tools, systems, databases, etc., and, as such, should have its own IT experts to counter any unexpected failures or other issues that might arise.
But this shift isn’t only driven by the need for on-hand experts. Increasingly, that success depends heavily on how focused and committed an organization is to digital transformation. As such, the traditional IT support relationship, where IT exists only to reinforce other departments, is giving way to a new order, where IT itself drives commercial and enterprise growth.
ServiceNow is at the forefront of this transformation.
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