The traditional way of internally managing support functions within your organisation is becoming more and more of a burden. As reliance on IT for business increases, the requirement to deliver round the clock support is key. This shift, coupled with the continued need to drive automation and efficiency can result in a number of challenges that have to be resolved:
- The requirement to move IT support from business hours to a 24/7/365 model can be a costly exercise, but not as costly as not meeting your customers requirements.
- The need to address a knowledge/skill gap, as businesses today are supported by an increasingly diverse range of technologies, applications and platforms.
- Optimising performance to maintain a competitive advantage, whilst ensuring 100% availability of mission critical systems and applications.
- Controlling the cost and resources required to support legacy software and systems as the budget or bandwidth to upgrade is unavailable.
A good IT support partner can make a world of difference to how your organisation deals with those critical IT events or incidents that are impossible to completely eliminate and to minimise impact on your day to day business and mission critical operations and applications. Accessibility and availability of your IT support provider has a direct impact on how you overcome these challenges and future success of your company.
Here at Bell Integration, we believe good support goes beyond tangible and measurable benchmarks, from our perspective we feel the personality of your IT support team that your people deal with counts for a lot: professional and courteous with strong communication skills and the highest degree of technical competence really are a must.
Add this to what we think are the key principles and this is a good starting point to what makes up good IT support:
IT Support consultancy & planning - Our consultancy team provide expert advice in solution planning, enhancement, analysis and integration. Initially we will provide an assessment and consultation to clearly define the scope of services and required SLAs.
IT or Application support - should work for you when you need it the most, even if that's 24 hour access, 7 days a week, 365 days a year. We have highly skilled support staff at Wokingham, Glasgow and Hydrabad to ensure global coverage and our customers business continuity.
Software support - that gives you a complete end-to-end service to simplify your software and licensing, ensuring you are always compliant, including; software classification, ongoing remote managements, remote catalogue updates, monthly scheduled reporting and license reviews.
Resource services - to enable you to quickly and efficiently fill your skills gaps. Whether that be a highly skilled and specialist individual or a dedicated project team, you should have quick access to cover technology and project management from Engineers to Architects, and Admin to Project Managers as and when needed.
Monitoring & service desk - we provide a single point of contact for escalations offering 24x7x365 coverage, with seamless management and a selection of 3rd party Vendors and Suppliers. Proactive monitoring of key applications and infrastructure with options from Tier 1 incident support to entire ITIL-aligned services.
IT maintenance - Break-Fix services to extend the life of IT assets because the budget cannot allow for a refresh. Our maintenance solutions meet both business and budgetary obligations. Typically our global break-fix contracts are up to 80% cheaper than OEM packages.
IBM experts - Our in-depth industry expertise and close links with IBM means we’re uniquely placed to help you manage your IBM software licensing and support all your mission critical applications. We provide expert support for much of IBM’s software suite. We have dedicated professionals who specialise in supporting WebSphere, i2, Domino 10, Watson & Kenexa.
Bell engineering team - Our team of experienced and qualified engineers are on hand for all your IT requirements. From installations to office relocation's, upgrades, migrations, consultation, decommissioning, training and onsite support, at Bell Integration we are able to provide a complete service.
We’ve put together a handy guide about the basic level of service you should be expecting from your support provider.
The guide concludes with an overview of 4 simple technology developments you can quickly implement to free up resources leaving you free to concentrate on the bigger picture.