A minimum of six weeks is required for an IT support team to be prepared for deploying a new program to end users. Every organization that has an online presence has an IT support department that must be properly staffed in order to respond quickly to all customer service requests.
If not, the problems can go beyond system issues and into a state of chaos as systems fail or the end users are unable to access important data. The costs to the company can be tremendous and can lead to employee dismissal if proper planning is not done.
One of the key components of the IT support function is that of supporting training. To increase productivity and develop good work ethics, employees must be properly trained on how to use the system in question. Without proper training, customers will not be able to get any assistance from the employees involved.
An absence of adequate training does not guarantee that the system will be easy to operate, but it could result in several days of frustration with the employees. Furthermore, the lack of knowledge could be detrimental to a company’s public image.
Having regular training is critical to employees and will ensure that the systems are effectively used. Those employees who are left without training could become disgruntled and, ultimately, unproductive.
The basic system configuration that should be used for all systems is a secure, centrally located system, usually hosted by a commercial hosting company. The system is then supported by a single user interface that is secure, operates within a firewall, and can be set up to be operated through simple user interface software.
There are many vendors who provide IT support products for businesses, and they provide these systems as standard, with no configuration required on the part of the system’s support team. However, to ensure that the product is of the highest quality, there are additional steps that must be taken.
For example, the system must be upgraded periodically. It must be able to process change requests that could affect a system’s functionality.
These upgrades will usually require the specific purpose of the system and the vendor is likely to charge more to do this upgrade than a vendor that only sells to businesses. There may also be additional support options available to ensure that the system is able to deal with the upgrade requests.
In addition, any new programs developed for the IT support team must be communicated to the end users and have a valid system requirement. It is very important to have a copy of the original specification so that the system is prepared for any changes that could have an impact on the end users.
It is important that IT support teams learn to recognize the various changes and recognize that certain requests will not be approved for certain reasons. In fact, not all changes can be handled at all times, and there must be an understanding between the staff and the managers that this kind of specialized knowledge will be required from time to time.
This will ensure that the staff has a good understanding of what needs to be done and of the specific needs of the system. Of course, the main objective of the project is to help end users, but the staff must be equipped to handle the changes in the system, just as they would with any other major project.