Systemic availability: 2nd and 3rd level support

While it is true that the Digital Transformation has tied us almost indissolubly to technology, it does not mean that every company exploits it to the same extent and that the needs for technical support are the same for every business. A fundamental step within any organisation is to clearly understand what the real needs are in terms of technical support, based primarily on the resources available in the IT department, the strategy adopted and the size of the company itself. It goes without saying that small companies will usually have less complex needs than companies with a larger workforce. This is where the 3 levels of support come into play, where the 1st involves the taking over and resolution of simple requests from users. This is followed by Level 2, which involves an escalation of more in-depth problems, and finally Level 3, which utilises subject matter experts capable of solving the most difficult and complex requirements. In the former case, the service desk service is usually used more by small companies, while the latter two are requested by medium to large companies.

Systemic availability: what is it and how does it work?

The systemic availability service provides support from an experienced system engineer to handle critical IT issues or blocking faults that may affect the technology infrastructure during weekdays and holidays and, if required, also 24×7/365.

Depending on the need, intervention takes place remotely with remote assistance or directly on-site.

Systemic availability has been designed for companies that have an in-house IT department, but for reasons related to the need for vertical know-how or the availability of resources, prefer to outsource specialist support to an external partner, thus focusing on the management and implementation of day-to-day operations. This strategic choice brings with it a number of benefits, such as:

  • Specialised and competent support alongside the customer’s IT resources
  • Lower investment in internal IT resources
  • Defined monthly fee
  • Rapid intervention to ensure service continuity and increase KPIs
  • Preferential channels for a possible escalation of the incident to the producer
  • Covering temporary unavailability of in-house specialist staff
  • Optimisation of limited infrastructure utilisation time to perform maintenance or upgrades

Managed Workplace: the all-inclusive solution

Workplace management is becoming more complex every day, as it involves the management, support and maintenance of systems and software on which users rely on a daily basis. Moreover, every company needs a certain flexibility in terms of hardware supply, which must be able to adapt to the workforce in a lean and fast manner and above all reflect the real needs of users. At the same time, companies are looking for services that shift the required investments from CAPEX to OPEX.

Stefano Papaleo

Stefano Papaleo

CTO - PM & Solution Architect - Team Leader

Iscriviti alla newsletter