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Modern company IT responsibilities have changed dramatically in the last 20 years. Where IT used to be a support function to the business, now in most businesses, IT is a critical part of the system. Gone are the days of waiting till morning to fix a problem with a database, network or server. Today’s IT teams are on the front line 24×7.

The following guide provides high-level suggestions from professionals that have been in the IT support business for over 20 years including:

  • general advice for IT managers

  • the challenges in dealing with incidents that are becoming all too frequent

  • tips on optimizing response to issues in order to reduce Time To Resolution

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