7 Reasons Your IT Support and Services May Be Failing

7 Reasons Your IT Support and Services May Be Failing


If you don’t want to look like the guy in the video above, you’ll want to continue reading.

Many IT leaders are facing the same stresses and struggles when it comes to their IT support and services. You know the type of stress I’m referring to, right? Multiple locations going down at once, stacks of OEM contracts, and multiple points of contact… is only the beginning.

If you haven’t by now, watch the video at the top of the page (it’s only 90 seconds), you’ll relate.

Many large organizations are facing these struggles; you are not alone. Check out how U.S. Bank improved their technology maintenance with Comm-Care, IT support services, in the case study below.

U.S. Bank IT Support and Services [CASE STUDY]

U.S. Bank IT Support and Services

U.S. Bank IT Support and Services

It’s no secret that companies are focusing more and more on the IT support they are introducing into their businesses. Natalie Van Kleef Conley at Google, comments:

“There’s no better example of a dynamic, fast-growing field than IT support. With more and more people relying on technology for some part of their work, growth in IT support is outpacing the average rate for all other occupations. In the United States alone, there are currently 150,000 open IT support jobs (according to Burning Glass)”


Now let’s get to it, the reason this article grabbed your attention and has you asking “What are the top reasons my IT support and services may be failing, and what should I be looking for as I implement changes?”

IT Support and Services


1. Low First-Call Resolution Rate

Imagine this, you’re calling into a customer service line only for them to put you on hold for 60 minutes, transferred to another representative, back to the first, and then ultimately they aren’t able to answer your questions or resolve your issue. We’ve all been there, right?

There is no exception in the world of multi-site technology. To be clear, first-call resolution (FCR), a popular IT performance measurement, is every IT help desk’s top priority, meaning that the help desk resolves the end user’s needs the first time they call.

When your organization’s locations have an issue, they need that issue resolved ASAP. The risk of having a service provider deliver low first-call resolution rates is a risk you should not be willing to take and is damaging to profits that you’ll lose every minute your site is down.

2. Incomplete Issue Resolution

Now that you’ve had minimal luck getting what we need on the first call, what if your end-user is unable to obtain any resolution whatsoever?

With delayed parts, incompetent technicians, and shipping times (that don’t even compete with Amazon), the lack of complete issue resolution leaves your organization at risk for not only lost profits but lost customer satisfaction and diminished brand image.

3. Reactive Monitoring

In a perfect world, your IT service provider utilizes a Network Operations Center (NOC) to pull information continually, automatically updating them if a site or piece of hardware goes down within your business.

Proactive monitoring is possible with the right provider, but the question is… is it possible with your current provider?

Without proactive monitoring, you put your business at risk of reacting to an issue long after being established, creating an extended period of downtime. (If the thought of downtime doesn’t make you shutter, let me rephrase… lost profits!!)

4. Multiple Points of Accountability & Support

The Ghostbuster movie franchise obtained a powerful slogan, known by all – “Who you gonna call?”

Well in the world of managed IT service providers, what if the answer was… John at security camera company, Sarah at access control company, Paul at wireless services company, etc…

Not so catchy is it? Don’t let your technology become complicated by having numerous companies to call for each site or piece of hardware that may go down. Simplifying your points of accountability and support will save you a great deal of time, enough to watch the entire Ghostbuster series and still have time for the more important issues within your vital role.

5. Non-Customizable Services

When you visit a restaurant, you choose from a menu of items. You select your preferred medium-rare steak or tofu sandwich because that is all you want from the menu.

Some IT providers don’t see it the same, that whole menu of services is what you get… whether you wanted quinoa salad on the side or not.

Why pay for services you don’t need? Whether it’s the whole menu or a pay-as-you-go type service, find a team that works with you to create a customized IT support and services solution to meet your needs.

6. Multiple Contracts

As mentioned above, having multiple individuals to call for different issues is work enough. Now imagine the stack of OEM contracts you need to filter through to ensure coverage for the issue at hand.

OEM contracts tend to be restrictive and inflexible to your needs. With expensive shipping and expedites, obsolete administrative support, and a lack of staging/configuration services, I’m sure we can both agree the headaches are real.

7. Box Swap Scenario

Traditional maintenance agreements cover hardware replacement on a specific component, creating a “box swap” scenario for your business. If the device replacement does not resolve the issue, you’ll be left where you started and with significant costs included from the replacement and on-site tech visit.

Imagine an online snow boot order that arrives, but instead of the snow boots you needed for winter, you receive open-toed sandals. No returns. Not so ideal, right?


The only checklist you’ll need: Creating a Multi-Site Preventive Technology Maintenance Plan

Maintenance Checklist Webinar


We’ve established all the things that can go wrong with your IT support and services at your locations, so what now?

Find a solution that works for you. With a technology solutions provider such as Comm-Works, we work directly with you to determine what your organization’s unique needs are, who your stakeholders are, what your migration plan will be, and the value that an IT maintenance program will bring to your organization.

Don’t miss our upcoming webinar mentioned above. Our IT maintenance expert, Doug Plooster, will explain the fundamental questions you need to answer to build a rock-solid preventive maintenance strategy for your organization.

Also, check out more information on our IT maintenance programs (Comm-Care and Comm-Care Plus), on the informational slick below.

It’s time to make the changes your organization deserves.

Comm-Care IT Maintenance

Comm-Care IT Maintenance