IT Departments Fight Downtime With 24/7 Support

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By: James O'Brien|

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In the rapidly evolving mobile enterprise ecosystem, device downtime is an enemy of innovation, and IT departments are the bulwark against it. When workflows fall apart, the cost of downtime quickly adds up. According to Network Computing, IT downtime can total $1 million per year in lost productivity, revenue and repairs for a midsize enterprise. For a large enterprise, the cost can climb to more than $60 million in a year.

Modern innovation depends on uptime continuity — that is, the concept of an on-demand and uninterrupted workflow is embedded in the creativity and productivity sought by developers and enterprise leaders. Flexibility and agility are crucial to enterprise success, especially for organizations in the mobile space since these characteristics play a key role in ensuring uninterrupted service and support while keeping device downtime to a minimum.

A three-pronged approach to combating costly downtime is an effective way to provide around-the-clock support and deep resources in terms of expertise and personalized assistance — especially when augmented by external IT partnerships.

1. Device Support as a 24/7 Scenario

Today’s enterprise employees work along increasingly dynamic lines. They demand flexible schedules and the ability to work from numerous locations, sometimes from around the world. This shift is important; according to Inc., research shows that profits increase when workers are given flexibility regarding where and when they can work.

To meet these evolving work-style demands and still operate under best practices, IT departments need the ability to support enterprise devices 24/7. If internal resources can’t accommodate an anytime/anywhere milieu, business leadership may need to bring external device-support partners to the table. The bottom line is that innovative enterprises can’t afford to exclude hours from the IT support clock.

2. Deep Knowledge as an Asset

As crucial as 24/7 IT support is, the parallel requirement is that IT must bring deep knowledge to every situation. For example, if your enterprise is an iOS environment, your support teams must be conversant with essential Apple functionality and even productivity features such as Keynote, Pages and Numbers.

Because employees often work from far-flung locations, having direct, on-site access to knowledgeable technical staff isn’t always enough. Workers need to be able to tap into this knowledge base from wherever they are in the world.

In this regard, external partners can help reduce the load on internal help desks and the burden on corporate IT departments. The key is to empower the enterprise to support, troubleshoot and escalate issues that aren’t related to IT’s other responsibilities.

3. IT Departments: Leveraging One-to-One Expertise

Deep knowledge is key, and personalized assistance from experts can save company time while promoting future self-sufficiency around technical issues. When it comes to downtime, the shortest path between a breakdown and a return to productivity is often one-to-one support. Partners in the support space can help enterprises by enabling personalized problem-solving, assessing whether the fix is a repair or a replacement and then acting swiftly to implement either solution.

In any plan where IT departments work with external resources to keep an enterprise moving forward, the common thread is largely about lightening the load placed on in-house personnel, device by device. A lighter device support burden means more internal time and resources can be dedicated to another pillar of fighting the costs of downtime: keeping the enterprise’s infrastructure and network running as smoothly as employees’ mobile hardware.

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About The Author

James O'Brien

Freelance Writer

As a journalist and writer in the branded content space, James O'Brien covers business, technology, social media, marketing, film, food, wine, writing and news. The Nieman Journalism Lab has called his work in the custom content space "sponsored content done right." He has written for major regional newspapers, and he has managed and edited established, startup and turnaround newsrooms in varied markets, from community papers to major-city dailies. He consults for firms and businesses — startups to seasoned — on the creation of effective content strategies and the establishment of practical editorial calendars for enacting them. O'Brien holds a Ph.D. in Editorial Studies from the Editorial Institute at Boston University, where he researched and edited Bob Dylan's other-than-song writings. He is engaged in a bibliography for Oxford University Press, covering writings about filmmaker John Cassavetes. He is the author of "The Indie Writer's Survival Guide." His short stories and poetry are published in numerous journals and magazines.

Articles by James O'Brien
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