Line-of-business applications are meant to make business processes easier. These applications (e.g. examples include applications from Adobe, Quickbooks, Microsoft or Salesforce) tie into the database of a business and give employees the tools and capabilities to work more efficiently. But there are instances where managing these applications eats up too much IT support time. If this is happening, it's likely your business is being negatively impacted.
We're going to take a look at how you can figure out if application support is taking up too much time and cover what you can do about it.
IT Supporting Line-of-Business Applications
Supporting line-of-business (LOB) applications is a pretty common IT responsibility. When something isn't working properly, one of your employees (the end user), contacts IT to let them know. At this point, your internal IT person is tasked with identifying the problem and solving it.
This can involve lots of different actions, from calling various support providers, like your Internet service provider or the software's support line. Depending on the issue, they may have to contact and submit tickets with a handful of third-party support vendors, get transferred to different tiers of support professionals, wait for calls or emails back, repeatedly describe the nature of the problem and try to find a solution.
How Managed IT can Help
Beyond being a general pain to deal with, LOB application support pulls internal IT staff away from higher order organizational initiatives. Instead of developing a technology roadmap or infrastructure upgrades, IT staff end up spending their valuable time getting transferred through a software company's customer service tiers.
Luckily, there is another way. Managed IT services takes LOB application support off of your IT department's shoulders. Under Marco's Managed IT, when there's an issue with a software application, it's not up to your IT staff to figure out if it's the software, the Internet connection, the individual device or anything else that's the problem. Instead, an internal IT staff member would report the issue to Marco, and we take care of it.
When Marco takes on those small, necessary tasks that keep your business moving on the day-to-day, your internal IT employees can focus on the big picture and put their efforts toward ensuring your business continues moving forward.