Policie and Procedures

Hey there, I wanted to chime in on the topic.

<blockquote><p>Organisations have policies and procedures that affect the provision of IT technical support in terms of both trouble shooting and the repair process. </p></blockquote>

Policies like this could be:

• response time (how long is can take from the service request to the first response)
• turnaround time (how long from initial request to completion)
• what gets done in-house and what is outsourced
• how service requests are written
• how the prioritization system works

<blockquote><p>With reference to specific policies or procedures, explain the impact of these on the provision of technical support. </p></blockquote>

This is something that, to me, always comes down to people in the end. Let's take the prioritization. Usually that is based on how critical a request is. Let's say your CEO requests help installing a new browser that he "likes" more and at the same time you have a request from the front desk, that the printer for the visitor badges is not working and a third request from the graphics department that their screen is going out and has a green hue and they can't do the work they need doing. Usually there are policies in place that determine the order of these requests. Usually it is from many people can't do their job -> one person can't do their job -> less critical issues. However, there can be other things that tie into that and priorities might shift to present a better picture to the customer or other internal departments.

This is just rambling but I hope you get the gist. :)