The business needs IT support in two areas:
- Local, physical support to create networks, configure laptops and PCs and resolve physical problems, like disk failures
- Remote support to keep everything running smoothly
Local support is really needed most at the initial stages or for major changes. In most cases that support comes from the vendors providing the networks or systems. Solid warranty agreements with reputable vendors generally also takes care of the ad hoc support needed to resolve unexpected failures.
Once the networks are up and running and the various IT assets are connected to the Internet, IT Support can be provided remotely from anywhere. The charges for Remote IT Support should be reasonably predictable and depend on:
- The hours when support is needed
- The speed with which issues need to be resolved
- The variety of applications used
- The number of IT assets
- The level of security required