IT support is a form of technical support that provides assistance with various technological issues like computers, printers, networks, and devices.
As we move ever further into the digital age, the business need for in-house technical expertise has become universal. No longer is information technology the sole responsibility of tech-based organizations. The always-on, always-connected reality of modern business has made IT an essential component, without which most companies grind to halt.
Unfortunately, IT monitoring and maintenance has not necessarily kept
pace with IT dependence; IT failures 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 apparent.
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.
Just as IT has become ubiquitous among businesses, the roles and
responsibilities of IT support personnel are likewise 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 security
software as 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:
Advanced ServiceNow IT support takes things further, allowing IT
agents to resolve repetitive IT tasks and requests using virtual-agent
chatbots, employ predictive intelligence to automatically categorize and
send cases to relevant teams, and incorporate service level management
to improve visibility into commitments and set accurate business
expectations. Finally, acomprehensive dashboard can provide service agents with a complete
view of the entirety of IT support, backed by AI-informed
recommendations and essential context. These advantages allow IT agents
to resolve more cases, quickly and accurately.
Employees likewise benefit from improved IT support from ServiceNow. 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 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.
The benefits of IT support are as far reaching as the responsibilities associated with it. By improving technical efficiency and reliability, optimizing security, and decreasing the mean time to recovery, ServiceNow IT support improves nearly every aspect of a business.
IT-support advantages include the following:
Effective IT support is an investment. But considering that the average cost of datacenter downtime is approximately $8000 per minute, it’s an investment that can quickly pay for itself. By decreasing problem resolution times within your business, you stand to save a significant amount of money that might otherwise be lost. At the same time, IT support can help you get the most out of your tools and systems, improving employee performance and the revenue-generating aspects of your business. And because ServiceNow IT Support is completely cloud based, all relevant tools are maintained and accessible on a single platform, cutting maintenance and management costs in the process.
ServiceNow It Support improves IT agility. Increased agility allows innovation to progress unrestricted, eliminating interruptions and setting the stage for further improvements.
Cyber security threats are evolving at a rapid pace. Threat actors are using tools, techniques, and intelligent strategies to adapt to counter traditional security measures. Having reliable IT support on hand improves your security standing, allowing you to respond more fluidly to new threats as they arise.
Effective IT support gives employees the resources they need to resolve problems quickly and directly, significantly reducing downtime. With the means to connect to IT wherever they are working (mobile, teams, Slack, desktops, etc.), faster response times, and ways to quickly solve their own problems without any wait, employees will enjoy the freedom to excel in all of their tasks.
Just as the technologies that drive business today were all-but unheard of twenty years ago, the companies of tomorrow will depend heavily on new advances and IT evolutions. To remain competitive, organizations need to become familiar with technologies as they become available. IT support is an effective resource for evaluating, testing, and incorporating new tools and systems to better advance business goals.
Automated, cloud-based IT support services are capable of handling significantly more cases than tradition support solutions. Intelligently prioritize and assign tasks, speed incident identification and resolution, and grow your business.
With few exceptions, leadership shouldn’t have to spend their limited time chasing down IT issues. IT support takes many IT-related tasks off of management’s plate, freeing up leadership to instead focus on managing teams and growing the business.
There’s a reason technology has become so ingrained in essentially every industry; the right tools supplement and support employee tasks, so that businesses can do and achieve more while spending less. ServiceNow IT support incorporates advanced AI and machine learning technologies, unburdening IT staff and boosting productivity by as much as 20%.
Your business is unique, and so are the IT issues you face. IT support can address these issues in a way that is customized to meet your needs, requirements, and limitations.
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 nearly any
Although many companies still prefer to keep separate IT support
departments, others have begun fully disseminating IT throughout other
teams and departments. The reasoning behind this move may seem
obvious—every team and department has their own technology tools,
systems, databases, etc., and as such should have their own IT experts
on hand to counter any unexpected failures or other issues that might
But this shift isn’t only driven by the need for on-hand experts. It is steadily becoming more and more apparent 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.
ServiceNow has the tools that an IT support team needs to successfully serve customers and organizations.
ServiceNow provides increased value by bridging work across teams, registering microservices, correlating observable data, automating changes, and predicting failures.