Operations Support

The Service

Help Desk Support

Help desk support is a central component of business as usual technical support. It involves providing frontline assistance to end-users for IT-related issues and inquiries. Help desk staff triage incoming requests, troubleshoot problems, and provide timely resolutions or escalate issues to higher-level support teams when necessary.

Incident Management

Incident management is the process of identifying, prioritizing, and resolving IT incidents that disrupt normal business operations. Business as usual technical support teams follow established incident management procedures to promptly address issues, minimize downtime, and restore service availability. This may involve coordinating with other IT teams, vendors, or external service providers to resolve complex or critical incidents.

Problem Management

Problem management focuses on identifying and addressing the root causes of recurring or systemic IT issues to prevent future incidents from occurring. Business as usual technical support teams conduct root cause analysis, implement corrective actions, and track the resolution of underlying problems to improve system reliability and stability over time.

Change Management

Change management is the process of planning, implementing, and controlling changes to IT systems and infrastructure in a controlled and coordinated manner. Business as usual technical support teams ensure that changes are properly documented, reviewed, approved, and communicated to stakeholders to minimize the risk of service disruptions or unintended consequences.

Patch Management

Patch management involves applying software updates, security patches, and bug fixes to IT systems and applications to address vulnerabilities, improve performance, and maintain compliance with industry standards and regulations. Business as usual technical support teams monitor vendor releases, assess patch applicability, and schedule patching activities to minimize disruption to business operations.

System Monitoring and Performance Tuning

Business as usual technical support teams monitor IT systems, networks, and applications to detect and resolve performance issues, resource constraints, or capacity bottlenecks proactively. They use monitoring tools and performance metrics to identify trends, optimize system configurations, and implement tuning adjustments to ensure optimal performance and availability.

User Training and Documentation

Business as usual technical support teams provide user training and documentation to empower end-users to troubleshoot common issues independently and use IT systems effectively. They develop user guides, knowledge base articles, and training materials to support self-service support options and promote user productivity and satisfaction.

Vendor and Supplier Management

Business as usual technical support teams collaborate with IT vendors and suppliers to resolve product-related issues, coordinate maintenance activities, and ensure timely delivery of support services. They establish service level agreements (SLAs), monitor vendor performance, and escalate issues as needed to ensure that vendor commitments are met and service expectations are fulfilled.