With the advent of the digital age, the need for in-house technical expertise has become universal. Information technology is no longer the sole responsibility of technology companies. The highly productive, ultra-connected reality of the modern marketplace has made IT an essential component, without which most businesses would be at a standstill.
Unfortunately, IT monitoring and maintenance has not necessarily kept pace with IT addiction. IT outages can occur without warning, leading to difficulties in identifying root causes, repairing vital technologies, and resolving resulting complications. Add to this the ever-evolving dangers emanating from cyberattacks and security breaches, and the IT vulnerability of modern businesses becomes even more evident.
To face these threats and improve operational and business resilience, companies are turning to IT support. We’ll explore what IT support is, what it does, and how ServiceNow is revolutionizing the way employees and IT agents interact to find solutions.
What is the role of IT support?
Just as IT has become ubiquitous in businesses, the roles and responsibilities of IT support staff are also very important. At the most basic level, IT support is a broad term that encompasses any form of support regarding technology-related services and products. This means that IT support staff are just as responsible for installing new security software as they are for helping forgetful employees who lose their passwords.
At the same time, effective IT support solutions provide employees with the resources they need to quickly resolve issues and get back to work. Employees can get IT support anytime, anywhere, and count on fast, reliable resolution. This results in improved employee productivity, as well as increased job satisfaction and engagement.
Equipment repair and parts replacement
ServiceNow’s advanced IT support goes further, enabling IT agents to resolve repetitive IT tasks and requests using virtual agent chatbots, using predictive intelligence to automatically categorize and send tickets to teams concerned, and integrate service level management to improve visibility on commitments and define precise business expectations. Finally, a comprehensive dashboard can provide service agents with a comprehensive view of all IT support, supported by AI-driven recommendations and essential context. These benefits enable IT agents to resolve more tickets, quickly and accurately.
Employees also benefit from better IT support from ServiceNow. Omni-channel self-service options provide them with trusted resources to find solutions, ask questions, and get accurate, consistent information at any time. Mobile options allow them to get support through the Now Mobile app, available on any device. and Microsoft Teams. And since support doesn’t just happen online, ServiceNow Walk-Up Experience streamlines face-to-face support requests, with online check-in, real-time queue estimates, and automated notifications.
What are the benefits of IT support for your business?
The benefits of IT support are as great as the responsibilities associated with it. By improving technical efficiency and reliability, optimizing security, and reducing mean recovery time, ServiceNow IT support improves virtually every aspect of a business.
Any effective IT support is an investment. However, given that the average cost of data center downtime is around $8,000 per minute, this investment can pay for itself quickly. By reducing problem resolution times within your business, you can save potentially significant amounts of money. At the same time, IT support can help you get the most out of your tools and systems by improving employee performance and the lucrative aspects of your business. Additionally, since ServiceNow’s IT support is entirely cloud-based, all relevant tools are maintained and accessible on a single platform, reducing maintenance and management costs in the process.
ServiceNow IT support improves IT agility. Improved agility enables unrestricted innovation to advance, eliminating disruption and paving the way for improvement.
Cybersecurity threats are evolving at a rapid pace. Cybercriminals use clever tools, techniques and strategies to adapt to traditional security measures. Having reliable IT support improves your security posture, making it easier for you to respond to new threats as they arise.
Effective IT support provides employees with the resources they need to resolve issues quickly and directly, significantly reducing downtime. With the ability to communicate with IT staff regardless of the channel used (mobile, teams, Slack, desktop, etc.), but also faster response times and solutions to quickly resolve their own problems without waiting, employees will be able to excel in all their tasks.