Modern company IT responsibilities have changed dramatically in the last 20 years. Where IT used to be a support function to the business, now in most businesses, IT is a critical part of the system. Gone are the days of waiting till morning to fix a problem with a database, network or server. Today’s IT teams are on the front line 24×7.
The following guide provides high-level suggestions from professionals that have been in the IT support business for over 20 years including:
general advice for IT managers
the challenges in dealing with incidents that are becoming all too frequent
tips on optimizing response to issues in order to reduce Time To Resolution