Table of contents

The power of IT support Beyond the technology:
The art of support in a world of hybrid work “Excellence in execution”

Executive summary

IT support plays a key role in the development of hybrid work scenarios. It ensures efficient work, improves communication, and minimizes technical issues. It adapts to changing requirements through proactive support, automation, and training. Flexibility and adaptability are crucial for a robust hybrid work strategy and the integration of predictive support enables precise prediction of problems and higher availability of the IT infrastructure. Clear organizational structure, defined responsibilities, and effective communication are all essential aspects of efficient IT support. The selection and integration of tools, service providers, and services also plays an important role. A holistic evaluation of IT support and definition of clear goals help in the successful implementation of the hybrid work strategy.

This whitepaper sheds light on how technical support, behavioral changes, and employee productivity can be positively influenced by IT measures. Find out how enabling IT support can help optimize your hybrid work models. Through a better understanding of reactive and proactive IT support, we show you how to avoid potential difficulties. By understanding these strategies, you can gain valuable insights to improve the efficiency of your IT infrastructure.

The power of IT support

Despite initial skepticism, hybrid work structures have proven to be indispensable elements of contemporary corporate management in recent years. However, some still have doubts about team efficiency, communication, productivity, quality of work, and IT security in remote work environments. According to a recent survey by the Federal Ministry of Economics, a lack of networking and impeded knowledge sharing are the main reasons for loss of productivity in companies.

On the other hand, younger generations are pioneers in the acceptance of such methods. They value flexibility, location independence, and better work-life balance. The challenges lie in creating an inclusive culture, making the technology accessible, and providing mental support for employees. Companies that rise to these challenges are better prepared for future work environments.

Flexibility is the key to resilience

The rapid shift away from traditional work environments and the move towards flexible models that enable working from home, flexible work hours, and alternative locations is impressive. This is not only a consequence of the pandemic, but also a clear sign of employee needs. According to Fraunhofer IAO, around 61% of employees want more flexibility in their work arrangements. Hybrid work models not only increase the agility of employee allocation, but also strengthen corporate resilience. In other words, it enables them to overcome crises and emerge stronger.

IT support in the hybrid work environment

For small and medium-sized businesses (SMBs) in particular, hybrid work models offer an opportunity to optimize resources, promote creativity, and develop talent. The role of the IT manager, whether in the form of a CIO, an IT team, or an external service provider, plays a key role in the development of an effective strategy for hybrid work. This includes robust technologies, security measures, scalability, IT support, and training resources.

However, this requires more than just technical support. The right strategy must consider the behavior and habits of employees in order to increase their productivity, satisfaction, and innovative resourcefulness. The challenge is to reconcile the flexibility requirements of employees with the need for effective IT support.

HP Support Services & Security for SMBs

HP offers a wide range of products and services that help small and medium-sized businesses optimize their IT support for hybrid work environments. Thanks to the seamless interaction of these solutions, companies can manage their IT infrastructure efficiently and minimize downtime.

One example of a direct support solution is HP Service Anywhere, an IT service management (ITSM) tool that streamlines the support process. This solution allows companies to create, manage, and track IT tickets to ensure that problems are solved quickly. The system also offers self-service functions that enable users to solve frequently occurring problems themselves and reduce support costs.

HP Premium+ Support is another important offering from HP. It relies on the HP Workforce Experience Platform, which uses advanced technologies such as artificial intelligence and machine learning to recognize patterns and trends in IT systems. Based on these findings, the platform can predict future problems and suggest preventive measures. For example, the platform can suggest replacing certain hardware components before they fail or installing software updates to fix known vulnerabilities.

To further reduce the support effort, HP also offers automation solutions, such as Managed Device Services (MDS) which simplifies the management of endpoint devices. With MDS, companies can manage their device fleet centrally, automate software rollouts, and carry out updates seamlessly. This allows the support team to focus on more strategic tasks and minimize the time spent on repetitive tasks.

Lastly, by using HP Wolf Security, potential security gaps can be identified and closed before they lead to major security incidents. The solutions offer real-time monitoring, threat detection, and defense as well as automated incident response measures. This ensures protection of sensitive data and reliable end device security in hybrid work environments.

Direct and indirect IT support

When it comes to configuration, autonomy, or relationship management, IT support can become a central element of the hybrid work strategy, perhaps even the pacesetter and productivity driver. Make sure to improve both direct and indirect IT support. Direct IT support includes technical support and constant availability, while indirect support for employees refers to personalized learning paths or behaviororiented tools. In this context, applications for time management and digital solutions for the well-being of employees are of great importance. They contribute to a good work-life balance and help reduce stress.

Beyond the technology: The art of support in a world of hybrid work

In order to meet the changing requirements of the employees and the company, SMBs are faced with the challenge of combining traditional support models with modern technologies and concepts. In order to successfully implement hybrid work models, companies should adapt their IT support structures. It is the only way to ensure better productivity, efficiency, and effectiveness. The goal is to successfully implement tasks, projects, and strategies with appropriate accuracy, efficiency, and quality.

Proven pillars: Reactive and proactive IT support

Effective IT support is based on the two pillars of reactive and proactive support. Reactive support enables a rapid response to technical problems and helps maintain system integrity. It plays a key role because it immediately identifies and solves any technical problems that arise. It also maintains system integrity and thus minimizes downtime. It is at the heart of traditional IT support structures and ensures the continuity of business operations. With the spread of hybrid work scenarios – an increased focus on location-independent and flexible support solutions – reactive IT support teams must adapt their traditional role in order to ensure operational success. In addition to reactive support measures, such as responding to IT error messages, preventative measures (i.e. proactive support) are required. In order to eliminate possible weak points, it works unobtrusively, for example through periodic system updates and maintenance work, similar to the periodic updating of operating systems in a company.

Potential risks such as the occurrence of security vulnerabilities or system crashes can thus be identified early on and preventive solutions such as security patches or performance optimizations can be implemented. This kind of proactive support is often based on specifications made by IT management. For example, IT might stipulate that all PCs must be checked for updates on a quarterly basis. Instead of reacting to problems, for example by initiating emergency measures after a system failure, proactive support aims to avoid such scenarios in advance by taking preventative measures.

Through continuous system monitoring and frequent software updates, proactive support ensures that the IT infrastructure remains up to date and functions optimally. It detects security gaps and implements appropriate patches promptly to minimize potential security threats. It also informs users of important changes or potential problems so that they can react appropriately.

Acting proactively with predictive support

Innovative, forward-looking technologies support the tasks of IT. Predictive support opens up a new dimension of IT by supporting and enhancing the proactive and the reactive approach. Examples of such technologies are functions such as HP Care and HP Premium+ Support, which proactively search for weak points and provide early warnings, for example, if the battery needs to be replaced soon.

By combining data-driven analysis, forecasting, and advanced technologies such as machine learning and artificial intelligence, HP Premium+ Support offers a comprehensive solution for small and medium-sized businesses. It enables more accurate prediction of problems, more efficient use of resources, and greater availability of the IT infrastructure.

In order to utilize predictive support effectively, companies need a solid data infrastructure as well as powerful analysis and forecasting models. Businesses should capture and analyze large amounts of data comprehensively and intensively to gain deep and valuable insights.

One key to success lies in continuous optimization of the forecasting models. This adaptability makes it possible to react dynamically to changes in the IT landscape. It minimizes downtime, reduces costs, and maximizes customer satisfaction.

Efficient IT support for hybrid work

The structure and organization of the IT department in SMBs, especially the IT support team, is crucial for the provision of professional IT services. Clearly defined responsibilities, a clear escalation hierarchy, and a continuous training program contribute significantly to efficiency and trouble-free operation of the IT support team.

Successful support for a hybrid work environment is based on well-organized corporate IT, regardless of whether it is managed, organized, and operated by internal experts or external service providers. Periodic coordination and adaptation make it possible to successfully tackle technological challenges.

Companies should develop pragmatic strategies for the IT support team including periodic training courses that are geared towards current trends and challenges in order to improve employees’ skills and increase operational efficiency. Make sure you strike a balance between improving employees’ skills and achieving daily operational goals.

The introduction of clear guidelines and procedures for escalation cases and the delimitation of responsibilities can play an important role here. Regularly scheduled meetings and coordination between the various departments and teams promote collaboration and understanding of common goals and challenges.

Pay particular attention to the challenges faced by managers who perform multiple tasks in a dual capacity. Tools for automation and efficiency enhancement can help cover routine tasks and thus relieve the burden on managers. This enables them to review their strategies and further improve their skills.

Such a holistic approach requires a corporate culture of continuous learning and the willingness of management to invest in the IT infrastructure and employees. By promoting such a culture and making targeted investments, the company can ensure that its IT strategy is implemented sustainably and effectively.

More than just IT support

IT departments are required more than ever to consider the needs of employees in hybrid work environments and offer flexible solutions. Clearly formulated IT guidelines that ensure security and support rapid integration of new technologies into the work process are essential. It is important that the guidelines are not limited to the “What?”, but also consider the “How?” and “Why?”.

Communication is crucial. It must help employees identify and efficiently use the digital platforms that are suitable for their specific requirements. For example, you can offer interactive workshops, virtual Q&A sessions, or individually tailored training programs. You can also use feedback loops or employee surveys to evaluate the effectiveness of the technologies and make improvements.

“Excellence in execution”

In order to optimize support – i.e. to achieve “excellence in execution” – a carefully considered methodical approach is required. This applies to large companies as much as to small and medium-sized businesses. Continuously review your own IT support structures and adapt them accordingly.

The first step is to carry out a precise mini self-assessment. This makes it possible to answer key questions and assess the current status of the IT support structures. The next step is to carry out a benchmark analysis. By comparing themselves with examples of best practice, companies can assess their own performance and gain valuable insights into potential improvements.

In the third and final step, the desired target state (target situation) is defined and a detailed action plan for achieving the target is drawn up. Specific tasks and milestones are developed.

1. Mini self-assessment

•   Reactive support

• Is there a central ticket system for submission and follow-up of IT problems?

• How quickly does the support team respond to queries?

• How effective are the solutions?

•   Proactive support

• Are regularly scheduled maintenance and updates carried out?

• Is there continuous system monitoring to identify potential problems early on?

• Does the support team notify users about important changes or potential problems?

•   Automation and self-service

• Are there automation solutions for repetitive tasks?

• Is there a self-service portal for employees?

• Are AI technologies (such as chatbots) being used to assist IT support?

•   Predictive support

• Is there an infrastructure for data collection and analysis?

• Are forecasting models used to predict potential problems?

• How adaptable are these forecasting models?

•   Organization of IT support

• Does the IT support team have clearly defined responsibilities and an escalation hierarchy?

• Is training for the IT support team offered periodically?

• How well are the IT support strategies and objectives aligned with those of the company as a whole?

•   IT policies and communication

• Are IT guidelines in place and are they clearly communicated to employees?

• Are there any offers for improving the digital skills of employees (e.g. training, workshops)?

• Is feedback from employees actively requested and incorporated into the improvement of technologies and processes?

•   Tools, services, and service providers

• How are service providers and services selected?

• Do the selected tools, services, and service providers meet the requirements of the support team and the needs of the users?

• Do the selected suppliers offer frequent improvements and enhancements? Are they sustainable?

2. (Balanced) scorecard

The development of a (balanced) scorecard for support involves the integration of different perspectives and areas in order to effectively measure and improve performance. Consider the following seven areas, for each of which you should define targets, KPIs, initiatives, and milestones to measure progress and manage performance:

•   Support structure

Analyze how the support is organized and how the processes run. Potential questions could be: Is support centralized or decentralized? How are responsibilities distributed? Are there clear process flows?

• Target: Optimization of support processes and structures

• KPI: Processing time of support requests, number of unresolved tickets

• Initiative: Introduction of new support software

• Milestone: Implementation of the support software by a certain date

•   Personnel development and management

Investigate how employees are trained and managed. Potential questions could be: Are there regularly scheduled training courses? How satisfied and motivated is the staff?

• Target: Increase in employee satisfaction and competence

• KPI: Employee satisfaction, number of training hours per employee

• Initiative: Introduction of regularly scheduled training and feedback rounds

• Milestone: First training and feedback round by a certain date

•   Communication and collaboration

Analyze how communication works within the support department and with other departments. Potential questions could be: Are there clear communication structures? How is the collaboration with other departments?

• Target: Improving internal communication and collaboration

• KPI: Number of interdepartmental meetings, employee satisfaction with communication

• Initiative: Introduction of periodic interdepartmental meetings

• Milestone: First interdepartmental meeting by a certain date

•   Problem solving and escalation management

Investigate how issues are resolved and escalations are handled. Potential questions could be: Are there clear processes for problem solving and escalation management? How efficient are these processes?

• Target: Efficient and effective problem solving and escalation handling

• KPI: Average resolution time for escalation cases

• Initiative: Training to improve problem resolution and escalation management

• Milestone: Implementation of the training by a specific date

•   Service Level Agreements (SLAs)

Analyze how SLAs are defined, measured, and upheld. Potential questions could be: Are the SLAs clearly defined? How is compliance measured and monitored?

• Target: Improving compliance with SLAs

• KPI: Percentage of SLAs met

• Initiative: Revision of SLA definitions and processes

• Milestone: Revised SLAs implemented by a certain date

•   Customer satisfaction

Investigate how satisfied customers are with the support. Potential questions could be: Are there periodic customer surveys? What is the feedback from customers?

• Target: Increase in customer satisfaction

• KPI: Customer Satisfaction Index, Net Promoter Score

• Initiative: Introduction of periodic customer surveys

• Milestone: Implementation of the first customer survey by a certain date

•   Tools, services, and service providers

Analyze which tools and service providers are used and how they are selected. Potential questions could be: Which tools are used and how efficient are they? How are service providers selected and evaluated?

• Target: Optimization of the use of tools and service providers

• KPI: Efficiency of the tools (e.g. time savings), evaluation of the service providers

• Initiative: Carrying out an evaluation of the tools and service providers currently in use

• Milestone: Completion of the evaluation by a certain date

3. Target state (target situation)

The challenge of effective strategic planning is to define a clear and realistic target state. The mini self-assessment and benchmark analysis provide a picture of the existing competencies and skills, taking the available resources into account.

Resources include both tangible and intangible aspects. Tangible resources include the budget, technology, and physical infrastructure, while intangible resources include the time, commitment, and energy of employees.

Communication is also crucial. The clearly formulated target situation and the way to achieve it must be communicated clearly and comprehensibly to ensure that the entire team understands and supports the goals. This includes open discussions and understanding of all potential obstacles and challenges.

Taking all these aspects into account, you can define a clear and realistic target state and draw up a corresponding schedule. Meticulous definition and planning are the key to optimum performance. However, this process is often particularly difficult for small and medium-sized businesses. This is where restrictions such as limited resources, a lack of technical expertise, or a shortage of qualified personnel come into play. The importance of these processes is enormous, because they are crucial for success in today’s competitive environment.

This is where HP comes in. As the world’s leading technology provider, HP has recognized the needs of these companies and offers appropriate solutions. With customized solutions, HP helps companies work more efficiently and cost-effectively, thereby boosting their competitive edge.