There are 3 major things we find important about Support – Time, Quality and Business conformity. The first 2 aspects are currently a de facto standard for any efficient support, being controlled by SLA and ITSM standards – providing the businesses with the necessary response time and support Tier.
But the third one, Business conformity is often considered to be superfluous, thus being fully or partly ignored by the Service Providers – mostly thinking that timely and efficiently provided service will always be business-conforming as well…
Such ideas are usually resulting in 2 opposite extremes of the problem – either a large enterprise company is being supported in a scarce manner – “Help us resolve these and those issues, if they arise one day” or an SMB with 3 ervers, 20 PCs and equal number of staff receiving a full-scale Tier-3 support with a dedicated SD (Service Desk) and Ticketing system.
The first situation may happen because of either deliberate budget parsimony, relying on someone’s: ‘Everything will be ok, these servers are only 3 years old, I think they’ll work 3 more’ or a simple lack of IT Infrastructure understanding. Second situation is slightly better, as at least 3 servers, 20 PCs and equal number of users will be taken care of, but the budget…
Unless these guys are a charity organization, densely financed by the government or a space program developers, their budget will tend to be drained in a couple of months under such overkill support. To sum up – the Time, Quality and Business conformity should be taken in account, when providing support, depending on the company size, business area, needs, infrastructure status and budget, of course.
And if some of these factors, like needs and budget may be influenced and adjusted accordingly in the sake of a reliable IT, some other factors like current company size and business area may not be influenced at all, since they are the very fundamentals of the company. Infrastructure status, in it’s turn, is the key factor between them – forming the needs and IT budget from one side and ultimately affecting the company size from the other.
After some consequent bad decisions, taken in a row, the company size, infrastructure status and budget may be influenced so badly, that the company survival itself may be put at risk.