For the last 20 years on site technical support has been subdivided into tiers, or levels, in order to better serve a business. The number of levels a business uses to organize their technical support group is dependent on a business need, want, desire and cost as it revolves around their ability to serve their employees and customers.

On call support or break-fix companies for many years have filled the gaps left by the tiered model, but the costs are staggering, and the time from dispatch to resolution is simply unacceptable today.

The above models are reactive, costly, and fail to meet modern business needs and objectives. The tier model supplies solutions to problems in days, weeks or in the worst case months. The break-fix model is even more costly and less time efficient. Our modern systems are running at light speed, but the old IT model is still chugging along at a snail’s pace.

The one lesson we should all learn from the current economic situation is how to make our IT solution proactive, coast effective, and sustainable through all economic times! The cost of level 3 support is out of the reach of many businesses today.

How have you tamed this out of control beast? Would you like a free evaluation and a deep probe into your current situation?