IT support is a form of technical support that assists with various technical issues, including computer, printer, network, and device issues.

What is IT Support?

As we move further into the digital age, the business need for in-house technical expertise has become pervasive. Information technology is no longer the sole responsibility of technology organizations. The need for a modern business to be always on and always connected has made IT an essential component without which most companies could not continue.

Unfortunately, IT monitoring and maintenance have not kept pace with IT dependency. IT failures can strike without warning, and when they do, businesses scramble to identify root causes, fix critical technologies, and fix any resulting complications. Add to this the ever-increasing dangers of cyber-attacks and security breaches, and the vulnerability of modern business IT becomes even more apparent.

What does IT Support Do?

Just as IT has spread across businesses, the roles and responsibilities of IT support staff have also expanded. At its most basic level, IT support is a broad term that encompasses any form of assistance related to technology-related products and services. Moreover, IT support is just as responsible for installing new security software as it is for helping forgetful staff recover lost passwords.

At the same time, active IT support solutions provide employees with the resources they need to resolve issues and get back to work quickly. Employees can get IT to support anytime, anywhere with fast, reliable resolution. As a result, they improve their productivity, satisfaction, and commitment.

The following are some of the tasks that are most associated with IT support:

  • Logging and processing of support calls
  • Installation and configuration of hardware, software, computer system, networks, printers and scanners
  • Planning and performing scheduled maintenance updates
  • Account setup for staff and login support
  • Troubleshooting password
  • Communication with employees and users of computer equipment to determine the nature of the problems they detect
  • Response to breakdowns
  • The investigation, diagnosis and resolution of computer hardware and software failures
  • Repair of equipment and replacement of parts

ServiceNow Advanced IT Support takes this service a step further, giving IT agents the ability to resolve repetitive IT tasks and requests using virtual agent chatbots and apply predictive intelligence to automatically triage and route cases to relevant teams. And incorporate service level management to improve visibility into commitments and set accurate business expectations.

How Can IT Support Benefit your Company?

How Can IT Support Benefit your Company_

The benefits of IT support are as broad in scope as the responsibilities that come with it. By improving technical efficiency and reliability. Optimizing security, and lowering the meantime to recovery, ServiceNow IT support improves nearly every aspect of a business.

Benefits of IT support include the following:

Increased ROI and Decreased Spending

Having efficient IT support is an investment. However, considering that the average cost of data centre downtime is approximately $8,000 per minute, this is an investment that pays off quickly. By reducing problem resolution times within the company, a significant amount of money is saved that could otherwise be lost. In addition, IT support allows you to take full advantage of tools and systems. Which improves the performance of employees and also, the aspects that generate revenue in the business.

Greater Innovation and Speed

IT support from ServiceNow improves IT agility, keeping innovation moving forward unfettered. Eliminating disruption, and laying the groundwork for further improvement.

Reinforced Cybersecurity

However, Cyber ​​security threats are evolving at a swift pace. Basically, attackers use clever tools, techniques, and strategies to adapt to traditional security measures. Having reliable IT support improves your level of security and gives you the ability to respond more quickly to new threats as they arise.

Satisfied Employees

Practical IT support enables employees to access the resources to resolve issues quickly and directly, significantly reducing downtime. By giving them the ability to connect to IT from wherever they’re working (mobile, Teams, Slack, desktop, etc.). Reduce response times, and also, give them options to resolve issues without waiting quickly; employees will have everything they need at their fingertips to do great work.

Better IT Adaptability

However, just as the technologies that power businesses today were unknown twenty years ago. The companies of tomorrow will rely heavily on new advances and developments in IT. Basically, to remain competitive, companies must become familiar with technologies as they emerge. IT support is a practical resource for evaluating, testing and also, incorporating new tools and systems to continue meeting business goals.

Where does IT Support Fit Into your Team?

Many companies chose to locate their IT staff away from other teams, bringing them on the scene only to repair critical computer systems or devices. Those days are long gone, and also, modern IT support is now an essential and fully integrated aspect of the organizational. Structure of almost any successful business.

Although many companies still prefer to keep IT departments relatively siled, others have begun to spread IT functions across multiple teams and departments. At first glance, the reason for this change seems obvious: each team and department has its technological tools, systems, databases, etc., and, as such, they must have their own IT experts. To counteract any unexpected errors or problems that may arise.


The basics of IT support, as the Cambridge Dictionary defines it: are “technical help or knowledge provided by computing experts”. The more substantial definition is; that IT is a service that helps you with all your IT queries.

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