Those responsible for technical support should ensure that the ICT services needed by users are
available when they are required and can perform the tasks required of them in a suitable manner.
They are responsible for resolving incidents but the ultimate achievement is to prevent incidents
occurring in the first place as far as possible.
However, resolving incidents must take priority over all preventative work and this can often result in
the whole team's rapid descent into full-time fire-fighting in order to fulfil their obligations. In order to
improve the technical support service those involved in it must become proactive in order to reduce
the number of incidents that they must react to and this may mean improving methods of managing
incidents in order to make time to be proactive.
Being proactive is a continuous cycle of identifying problems and making changes and this should
provide a healthy counter-balance to incident resolving and dealing with new requests from users.
There should be a
Technical Support Strategy that outlines how this service will meet the
requirements of the overall ICT strategy.
