To ensure back-end support is always available for users, it is important to use solutions that are able to proactively detect and resolve any server issues before end-users are negatively impacted. By being available as and when users need them, IT departments can ground their reputation as an efficient, predictable, and reliable back-end support.
2. Fast Response Time
Constant availability of IT support is one side of the coin. Complementing that is the response time it takes for helpdesks to resolve issues. Sometimes, IT departments become overwhelmed with the volume of help tickets they receive and they often lack sufficient manpower to resolve the issues on time.
As IT budgets remain limited, IT departments can turn to alternative means to improve their response times. Thanks to social media, there are many collaborative platforms that businesses can leverage on to handle back-end workloads and reduce their individual response times. For example, BMC's MyIT solution provides a do-it-yourself, step-by-step guide to troubleshoot simple IT problems on the go. Given today's end users are extremely tech-savvy, they will most likely prefer this 'self-help' option instead of waiting for IT to resolve their problems.
3. Better collaboration
IT departments need to ensure their internal processes are streamlined before they can turn to address the needs of end users. By this, I mean their support personnel and their operations personnel need to not only be on the same page when planning, managing, and executing IT services, they must also collaborate to strengthen the foundation of their organisation's IT management. This includes ensuring that IT personnel are equipped with the right skill sets to handle specific tasks, whether it is onsite support or monitoring and managing back-end performances of servers and applications.
A dynamic collaboration
With the business landscape constantly changing, driven by the emergence of new technologies, organisations need to move away from static, unresponsive corporate policies and look towards a more dynamic approach. Adopting new technologies with proper infrastructure and back-end support can help them generate new revenue opportunities, gain competitive advantage, or find new ways of managing cost.
Chip Salyards is Asia Pacific vice president at BMC Software.
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