In the growing era of Digitization many companies are moving towards digital platform , Automation and due to which Data Science , Machine Learning , Artificial Intelligence etc playing a vital role in this. In order to understand the reason of moving towards the digital platform , we have to go long back and see how IT has evolved. So lets see the Evolution of IT support process.
The main responsibility of any service based company is to provide service/support to there clients. One thing that I have experienced while working in a service based company is, we have to ensure the availability of the application 24*7 and minimal report of user incidents. This is the minimum expectation that clients and the end users have from the service based companies.
There are various ways by which we can achieve these expectations. Let me explain you those ways and through these I will also put light on the reason behind this evolution of IT support.
1. On site Support : This is the traditional way when there was no boom in advanced networking. Here support member goes to the respective site in order to solve the problem in the application. No matter what might be the problem a person has to be present on the site physically to solve the problem . There was nothing wrong in this but it was increasing the manpower cost , logistics and other expenses.
2. Remote Support : This is the time when world started understanding the power of Internet . Here support member works remotely i.e. by accessing the machine remotely or by screen sharing session in order to solve the problem . Its true that its impossible to solve all the problems remotely, but still we have a choice. With this choice of working remotely, we can segregate which task can be solved remotely and which is not. Although with this approach of working remotely many expenses got reduced, but still there was no reduction in the manpower cost because most of the work was been done manually.
3. Automation : Here industry was focusing on those manual activities which can be automated and require minimal human interaction. Automation has taken a biggest leap in the support process and has shown an immense reduction in cost , increase in user satisfaction etc . But still there is a scope of improvement in terms of making the Automation process smart.
4. Self interactive or Self Healing or Self Analyzing Systems : Here comes the role of Machine Learning , Deep Learning , chat bots etc which will interact with the users,analyze the problem before hand with some predictive analysis model, detect the problem, solve the problem and make the whole support process smart and intelligent to a much extent.
In a nutshell the change in the IT support process has given a better experience to the end users . Thus, evolution is necessary and this is not eradicating the Humans from their place (because we are the ones who has built and put life in these machines) rather we need to upgrade with the growing and latest technology in order to setup an ecosystem where Humans and Machines sustain together to make our world happy.
