Are You Happy With Your IT Support?

Owning a computer with its associated peripherals and software is not unlike owning a car. There are many car owners who have never lifted the bonnet and indeed do not even know how to do so. On the other hand, there are car owners who seem to spend all of their time repairing, tweaking or upgrading their vehicles.

Knowing What You Don't Know

In IT terms, most of us fit somewhere in between these extremes. We generally know enough to keep the machine running but are at a bit of a disadvantage when confronted with something major. Without some basic knowledge, we may not know enough to ask the right questions or to select a reputable engineer, thus being in serious danger of being ripped off. With computer ownership and maintenance, it pays to have some basic knowledge and in that way, it will be possible to select a reputable service provider for your IT support.

It is important to express what you need in clear, objective and preferably quantified terms. Only then can your IT support level be related to those criteria. This means defining the importance of each of your IT requirements and how much you are prepared to pay. Everything is ultimately related to time and cost, so if 24x7 support is essential, you will need to pay accordingly.

However, in reality, few situations actually need such a high IT support level, especially when the customer (you) has taken the trouble to install and maintain effective anti-virus software, avoids spilling drinks over the computer keyboard and has learned some of the fundamentals that will overcome many of the most common problems. For software failures, potential problems can often be prevented by the use of industry-leading applications where support is guaranteed. Alternatively, tried and trusted open-source software offers support from user-groups where expert responses will be obtained as fast, if not faster than from the commercial vendors. Your quantified approach to defining your needs will determine how much you need to pay, for service at what level, for each element of your IT operations.

Broadband and Other Online Services

One of the most significant changes in recent years has been the availability of bundled services via the Internet. This factor alone has, for most users, eliminated a considerable proportion of the problems associated with selecting, loading and integrating the various components that together make up a complete solution. Choice of Broadband type, upload and download speeds, data transfer limits, website hosting, e-commerce functions are examples of what is now available from a single provider.

Their size and purchasing power ensures that the components come from reliable sources at excellent prices and that they will work well together and it is this last element that so often causes problems for the DIY enthusiast who selects and bundles his own applications.

A Little Knowledge Is Not So Dangerous

What has hopefully been demonstrated here is that objective assessment of needs, a little basic knowledge and careful selection of suppliers with appropriate expertise and products should bridge any gaps in the knowledge or expertise in your own organisation.

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