CXO

Download our white paper on the costs of tech support

What are your software and hardware options for providing technical support? Find the answers in our tech support white paper.


If systems never crashed and users never lost files, what a wonderful world it would be. But systems require maintenance, and users have to be trained and supported—and there’s no inexpensive way to provide those services.

How do you provide the tech support your organization needs and stay within your budget? As an IT professional charged with providing technical support, that’s your constant challenge, whether your end-user population is 50 or 50,000.

Investment in people and systems
Tech support is expensive. You start measuring the cost beginning with the moment you budget for a new PC purchase, then add in the costs of assembling the components, installing software, and training the user how to check e-mail. And that’s just the beginning.

Your CEOs and CIOs want you to show them the return on the investment every time you request the funds for a new hire, a new system (more hardware), or new software to run on your existing systems. You have to demonstrate that money spent on new people and new products is going to result in better “care and feeding” of your end users.

What you may not know is how many tools are available to help you providebettertechsupportatlowercosts. Here are some of the issues that affect your purchasing decisions:
  • Can you buy an off-the-shelf help desk management package that’s compatible with your network operating system?
  • Can you reduce the number of on-site tech-support visits if you implement remote-access diagnostic and support applications?
  • What changes will be required in your training, administration, and support operations if you automate processes like installing new software on end user workstations?

We at TechRepublic will try to answer such questions in our Tech Support Costs white paper, which Passport holders can download free from our site.

In this white paper, Rob Edwards explains some of the major issues surrounding tech support. In addition, he presents some of the most popular commercial products for providing help desk and tech support services, including the pros and cons of using those products.

Periodically, we’ll publish updates to this white paper, as new technologies emerge. (Bear in mind that if our white paper were to cover every single commercial tech-support product, you'd need a truck to cart it around!) Download the Tech Support Costs white paper to get up to speed.

If you haven't yet received your free Passport, you can do so by following this link.
You can’t have a discussion about tech support options without mentioning Windows 2000. Everyone’s rushing to upgrade their network operating systems to Windows 2000—or are they? Many IT support professionals are waiting for the obligatory bug reports and fixes to materialize before making the move to Windows 2000. We’ve published a separate white paper with information specifically about Windows 2000. You can follow this link to download our Windows 2000 white paper.
Watching the return on investment
How do you control the costs of tech support in your shop? To share your opinions or experiences, please post a comment below or send us a note.

If systems never crashed and users never lost files, what a wonderful world it would be. But systems require maintenance, and users have to be trained and supported—and there’s no inexpensive way to provide those services.

How do you provide the tech support your organization needs and stay within your budget? As an IT professional charged with providing technical support, that’s your constant challenge, whether your end-user population is 50 or 50,000.

Investment in people and systems
Tech support is expensive. You start measuring the cost beginning with the moment you budget for a new PC purchase, then add in the costs of assembling the components, installing software, and training the user how to check e-mail. And that’s just the beginning.

Your CEOs and CIOs want you to show them the return on the investment every time you request the funds for a new hire, a new system (more hardware), or new software to run on your existing systems. You have to demonstrate that money spent on new people and new products is going to result in better “care and feeding” of your end users.

What you may not know is how many tools are available to help you providebettertechsupportatlowercosts. Here are some of the issues that affect your purchasing decisions:
  • Can you buy an off-the-shelf help desk management package that’s compatible with your network operating system?
  • Can you reduce the number of on-site tech-support visits if you implement remote-access diagnostic and support applications?
  • What changes will be required in your training, administration, and support operations if you automate processes like installing new software on end user workstations?

We at TechRepublic will try to answer such questions in our Tech Support Costs white paper, which Passport holders can download free from our site.

In this white paper, Rob Edwards explains some of the major issues surrounding tech support. In addition, he presents some of the most popular commercial products for providing help desk and tech support services, including the pros and cons of using those products.

Periodically, we’ll publish updates to this white paper, as new technologies emerge. (Bear in mind that if our white paper were to cover every single commercial tech-support product, you'd need a truck to cart it around!) Download the Tech Support Costs white paper to get up to speed.

If you haven't yet received your free Passport, you can do so by following this link.
You can’t have a discussion about tech support options without mentioning Windows 2000. Everyone’s rushing to upgrade their network operating systems to Windows 2000—or are they? Many IT support professionals are waiting for the obligatory bug reports and fixes to materialize before making the move to Windows 2000. We’ve published a separate white paper with information specifically about Windows 2000. You can follow this link to download our Windows 2000 white paper.
Watching the return on investment
How do you control the costs of tech support in your shop? To share your opinions or experiences, please post a comment below or send us a note.

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