THE PROBLEM
Most IT support businesses are run by IT specialists who are, in theory, able to identify and offer solutions to most if not all of the most commonly experienced problems. However, when faced with an issue described in layman's terms their verbal response will probably contain any number of technical terms that are never properly explained. In many case some relatively simple terminology needs to be sued but, for whatever reason, is often misunderstood or misinterpreted.
Somebody from the sales side will, hopefully, make an impressive presentation of the company’s credentials and demonstrate knowledge of the likely causes of the issues and the most appropriate steps to take. Unfortunately however, when the proposal is sent out it will inevitably be couched in purely technical terms. It is quite likely that it will have been put together using a cut + paste approach borrowing from standard solutions used with other clients. Whilst this proposal may in fact address all the relevant issues and offer a solution, it for the current issue(s) it is quite possibly not addressing one or more fundamental problems that caused the failure in the first place. This unwillingness to take a proactive approach is a major weakness shown by many IT support businesses.
The other prevalent challenge for the business with the problem is that they simply will not understand the underlying issues and certainly will not understand the proposed solution. This inability to explain the issues is a second fundamental weakness demonstrated by IT support businesses.
That said, it is also the responsibility of the businesses’ C-Level team to engage with the process, understand it and help see that information is passed down the command chain. Even if they then forget the more technical details after the intervention has taken place. Executive custody is a requirement for a growing firm, one can’t just say – just make it work.
Taken together these two weaknesses in the typical approach taken by IT support businesses means that their support will continue to be offered in the form of crisis management rather than a truly supportive service.