Key technical support considerations for the cognitive era

Where should you begin on the road to an optimized maintenance and technical support strategy?

A logical first step is an evaluation to determine problem hot spots and identify the most pressing business priorities for revision, as well as opportunities for cost savings. In cases
where organizations are considering migration to a more advanced IT infrastructure, it should be coordinated with a new maintenance and technical support strategy.

A quantified assessment from dedicated professionals is essential in the development of such a strategy. A Managed Technical Support Workshop provides a way to begin establishing objectives holistically, with respect to business goals and priorities. This workshop provides a definition of business processes involved, establishes their requirements with respect to IT (including SLAs), determines IT service elements and their associated objectives and defines the key performance indicators (KPIs) needed to verify objectives are met.