Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, it’s no longer enough for IT to simply fix something once it breaks. In order to stay ahead, IT support must take a proactive role in its delivery of IT services and support. Even though support management usually implies activities that involve an immediate response, it is possible to plan and manage services so that incidents are less frequent.
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