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IT support services as an intelligent business solution

Updated: Aug 27

Nowadays, it is impossible to imagine any enterprise without using Information Technology because it is the main tool to operate from small to large businesses.


From the other side, the volume and complexity of Information Technology is growing rapidly every year, which confuses businesses managing their IT sector in the right direction for business success. Mostly, for those that use Admin IT support as a full time running service and it is very crucial to understand the mechanisms how to manage IT competencies as an intellectual part of the business. Many of those concerned about professional management, maintenance, modernisation, configuration of their IT systems. However, when Information Technology is used correctly, it becomes a competitive advantage for any business.


IT consulting, IT outsourcing, and IT support are the most significant segments which appear for businesses as important trends of the IT service market. To operate IT administrators on-site is the cost of business. But understanding and using the right combination of those trends give the company great opportunities to cut their IT support costs and get comprehensive support at the same time. Also, as a result, get growth of the business and increase competitive advantages.


It is believed that using an outsourced IT support service is only suitable for small businesses. In fact, the number of employees in the IT department of large businesses is usually not redundant, but just enough for operational activities. Therefore, additional work that is not included in the daily operational process might require extra resources for the organisation. That might cost the company a lot to not make the right critical decision in time. While outsourced IT support services allow the company to quickly get the missing resource on demand. As an example, the relocation of a large office to a new building along with the IT infrastructure. In addition, large businesses often outsource some part of their IT infrastructure.

IT support services has the main advantages:


1 Clearer and more transparent IT service processes. In fact, this is the most important advantage. Typically, business owners or managers do not fully understand what their IT department is doing. Methods of performance assessment such as KPIs and employment reporting are poorly suited for IT departments and are not effective. Conducting an independent audit requires an expenditure of serious resources, which are already lacking in small companies. All this leads either to overspending on IT maintenance, or opposite to under-fund, which then hinders the development of IT and the organisation as a whole.

Using IT Support services together with Cloud Service allows businesses to migrate to “everything as a service” (XaaS).

You know exactly what you paid for, what the IT costs depend on. You can compare it with other offers and choose the one for your business. Then you can always estimate if your choice of IT service was correct and get more opportunities to make the right IT management decision.


2 High efficiency of information systems support. Indeed, outsourcing IT services providers, as a rule, are trying to reduce the cost of resources for performing massive tasks by automating and standardising processes. Introducing specialised Service desk and Help Desk, the ability to purchase equipment etc. All these optimisation methods, in turn, may not be appropriate for the scope of work of IT departments of enterprises and, accordingly, work on their own is performed slower and more expensively.


3 Qualified personnel. As a rule, IT support service providers have more specialists with narrow specialisation, and competencies, in general, are higher than the internal IT department in the organisation.


4 Reorganisation. Any business, one way or another, is faced with the task of supporting its own growth or even thinking about staff reduction. In either case, the HR department can face serious difficulties. By using a provider's IT support services, a company can solve these problems at a lower cost without any risk and additional responsibilities.


Making a conclusion, the current trend is that in the future all infrastructure and all operational activities will be outsourced. And businesses will have internally only a specialist or department for digital technologies.


The IT department will no longer be called "The IT department", since the technologies used by organisations are becoming wider and IT is only a part of digital technologies in the future. Already now, the IT systems of organisations have become so complex that it is almost impossible to create a competitive solution with their own specialists, without the involvement of third-party services - a large number of narrow specialists are required to implement the entire necessary technology stack. Therefore, the service model "everything as a service" (XaaS) is the inevitable future for any business. Of course, some specialists will remain on-site, but the majority of those will work at a higher level.

That means the lowest level is hardware - servers, storage systems, will no longer be in offices, and everything will be located in Data Centers. The next level is the operating systems installed on the servers. Administrators will not do this either. Specialists of the Data Centers that provide Cloud computing services - IaaS (Infrastructure as a Service) - will do this.

The higher level is PaaS (platform as a service). It is an environment for hosting software and databases. This level will also be provided by service providers. It means a higher level of services will be built on top of a lower level.

But the upper level is SaaS, and digital technology departments will work with it (what used to be the IT department). Organisations will either develop their own cloud applications or use ready-made cloud services. Obviously, system administrators will configure them, but without understanding what is there at the lower level. And the digital infrastructure of the organisation will be built from SaaS. We can see this partially now, but then it will be ubiquitous - sysadmins in offices will move from hardware to software and will understand how to use technologies based on cloud applications.


As faster the transformation occurs in business, and first of all in the heads of managers and owners, than more chances of this business will have a future.


Resources and references:

  1. https://www.cio.com/article/3373841/xaas-making-the-shift-to-services-oriented-it.html

  2. https://ui.adsabs.harvard.edu/abs/2019E3SWC.13504039K/abstract



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