A computer support is above all a service center composed of qualified computer technicians and listening to users in order to respond to requests for incidents and / or use of computer tools such as messaging, Internet, remote access … The computer support may be an internal service of the company or outsourced to a service provider and specialized in the field.
The primary objective of a computer support is to facilitate the daily life of a company in the handling and operation of its computer park. The primary objective of a computer support is to facilitate the daily life of a company in the handling and operation of its computer park.
Detect faults before users do and relieve your support
The implementation of a application performance monitoring solution allows to identify application failures when users are not using the applications; for example at night.
This detection makes it possible to trigger corrective actions by support without creating user incidents.
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Relieve monitoring teams by automating audits
An example of this is one of Maltem Insight Performance’s customers. Before the deployment of continuous application monitoring, « morning checks » were used to manually verify that the applications were working each morning. They now have 24/7 application monitoring that allows them to be more precise in their monitoring. This also relieves the teams who were in charge of these verifications.
Harmonize monitoring across support levels
When support teams are distributed at different times (days/night) or locations (level 1 and 2 offshore and level 3 in France), a monitoring solution allows to harmonize the tools used and the measurements.
There are 3 levels of IT support:
- Level 1 is more about helping users solve computer problems.
- Level 2 consists of solving specific, more technical problems.
- And level 3, in the resolution of crises seriously affecting the production chain.
The application monitoring solution must have useful functions for levels 1 and 2 (videos, screenshots, availability) and for level 3 (drilling tools, end-of-month SLA, performance).
