How should a company approach it? The complexity of contemporary IT

Information Technology has evolved a great deal in the past several decades. Forty years ago, computers were just starting to become available to the general population, and most companies were not thinking of hiring specialized IT personnel or creating an IT department. As process automation progressed and <a href=”>custom software</a> was developed, work processes changed dramatically, and workers needed to quickly adapt to this fast-changing environment. Fast forward to today’s business model and you will notice the interconnectivity between different technologies and devices that virtually every person and business experience. Mobile phones are connected to email, virtual meetings are conducted on your drive to the office, home offices require an added layer of security to keep confidential information secure. Fast, immediate information is all over the place and people and companies are struggling to keep up with emerging technologies and risks that all this connectivity brings. Regularly, we find that most companies lack a clear strategy on how to handle the technology they work with, even further, many companies do not understand how their network operates and the importance of keeping it safe, which is a potential risk and may lead to serious consequences.

So how should a company approach their IT? Some prefer to keep IT in-house, so they will hire and train their own IT specialists. This presents a challenge as the IT spectrum is wide, and it is hard to find someone who will cover all areas of this spectrum. Other companies prefer to completely outsource their IT management to a specialized partner. There is also a mix between the two options mentioned before, which is the hybrid approach. Hybrid approach means keeping some IT people internal while outsourcing part or most of your IT needs.

Tech To U has a philosophy that IT should not stand in the way of doing business, and we try to keep IT simple to our clients. One of the analogies we use is that of an IT support company and a hospital setting. Let us simplify and break down a hospital setting and compare it to how a Managed Service Provider (MSP) company works:

  • Reception and Triage
      • When you arrive at a hospital, you are first met by a group of people who will check your eligibility for care and perform a quick analysis of your situation. This analysis determines your level of priority. Big problems are dealt with first, while the smaller ones will be put at the back of the line.
      • An MSP operates in a similar way. When you call in or send an email, the front desk or receptionist will verify that you are a customer, the type of support you receive and determine how urgent your problem is. Issues that affect multiple users or completely block access to certain files or programs are dealt with a greater sense of priority than those that do not have a great impact on the daily operations of your company.
  • Initial Assessment
      • After triage, patients proceed to be seen by nurses who will dive deeper into the issue, performing a thorough assessment that will be used to determine the cause of the problem and what the solution may be.
      • Your IT company will operate in a comparable way. Your request will reach a technician or a group of technicians that will perform a deeper scan of your issue and likely provide a solution. These technicians are the ones who are in close contact with the customers and understand their most common problems and needs on a personal level.
  • Specialized Treatment
    • When the initial assessment and first set of care is complete, you are called in to see a doctor who specialized in whatever area of care you are in need for. This professional has been trained and possesses a great deal of experience in the specific issue you are facing.
    • Senior-level technicians are the ones you will need in an IT company for the big issues. These techs have gone through rigorous training and certifications and have accumulated vast experience in different areas of the IT world. In additions, these technicians are the ones who work on planning, projects, and special requests for clients.