The document discusses moving from a traditional IT support model focused on reactive ticket resolution to a more proactive model with three tiers: 1) Traditional reactive support for issues and changes 2) Continuous system and process optimization through data analytics to identify anomalies 3) Acting as business partners to help transform and optimize business processes through new technologies It suggests rebranding support teams, using analytics to track trends, attaching business analysts, and changing KPIs to focus on the higher tiers of proactive support and business transformation.

1. Towards an IT Support Model Jiju Cherian Vengal

2. The Traditional Support Model Primarily L2/L3 Tech. Support. IT Support = P1/P2/P3 Ticket resolution + minor CR development!! IT and System oriented KPIs – system availability, SLA adherence, business continuity, CR success etc. Support role not preferred by People for monotony and lack of good learning opportunities.

3. Towards a New Model From Reactive Support to Proactive Support. From Technical Experts to Business Partners. From System Stability/Availability to Business Transformation. Towards a 3-tier model

4. Orbit 1 Traditional Support model. IR resolution. CR development. Patch/Bundle application. Mature processes. System Stability

5. Orbit 2 Continuous System Optimisation. Continuous Process Optimisation. Proactive Support – Finding anomalies before they arise. Heavy use of Data Analytics to track trends .

6. Orbit 3 Business Transformation. Adoption of technology for new ways to do business. New technology analysis/competitor analysis and suggest best practices. IT roadmap. Towards being Business Partners.

7. How do we get there? Relook at KPIs to include Orbit 2 and 3. Rebranding ‘Support’ teams to ‘Business Transformation’ teams. Usage of analytics to track trends – adoption of DW/BI tools in support. Tools for pre-emptive support. Relooking at support team structure – attaching a business analyst to achieve transformation. Building Support CoEs.

8. Other ideas Usage of Wikis to document support processes and issues – better than sharepoint. Periodic best practice sharing between Support teams. Subscribing to IT Support and Maintenance and Tech. journals (not magazines). Customer Service Orientation of teams.