One of the key parts of any IT technology strategy in a business is having the right kinds and levels of support available to underpin your operations. The days are long gone where every organization can have the knowledge base and the personnel in place to be able to handle every IT related eventuality. 
When you think of all of the components of the complexity of your IT systems being able to understand who and how your systems are being supported is critical to your design and comfort level.
Software
Every business has several levels of software which are important to the business.
- ERP or business operations software
- Network operating systems with components like backup, email security, data management structures
- Cloud based software pieces including related storage and backup
- Communications software which may also include phone system software
Hardware
- Hardware components including workstations, point of input devices like physical security systems, server components, connectivity components like routers, switches and wireless infrastructure
- Mobile hardware devices including computers and smart tools like tablets and phones
- Scanning hardware whether stand alone or networked
- Print hardware including multifunction print devices and tools
- Related hardware management tools and supplies
Communications
There are several streams of communications systems that every business uses and these include phone systems, email systems, online and in house business transaction systems like shopping stores and inventory management.
Group meeting chat software and tools are also a piece of this area and for some businesses have become the primary ways for widely dispersed employee groups to meet and interact.
The whole network system infrastructure is often a big part of the communication system as cloud based services and tools become more integrated and prevalent.
Production systems
For some businesses a big part of their IT environment is dominated by production related resources. This is a critical yet specialized part of operations such as manufacturing and other process type industries.
Even in service industries like restaurants, health services, education and others this kind of infrastructure can become a big part of the operation.
Where is support coming from?
Given the breadth of the needs as outlined it is impossible to define the right way for every organization to get the support resources it needs specifically. What can be said is that a support inventory needs to be done, both departmentally and also globally to make sure that all of the key players understand by who, with what and how their systems are going to be supported.
Each time a new resource is acquired or a change is made in key functional tools the support protocol related to that shift needs to be updated and documented. This kind of transparent and easily disseminated support information structure is critical to ensure that when a disaster, big or small, occurs the right contacts can be made in a timely manner to obtain the assistance needed.
While the statement of our title is simple in its intent the task to ensure it is possible is much more complex and takes someone in a risk management role to ensure it gets done. Failure to take the time and effort to build this data will surely come back to haunt the organization in the future. Its time to do your inventory now if it is not already done.
Lee K
