Enterprise Solutions

IT Management Challenges During COVID-19

May 20th, 2020 Posted by Best Practices, Cloud, Communication, Hosted Services, Managed Service Provider, Services 0 thoughts on “IT Management Challenges During COVID-19”

The COVID-19 pandemic is affecting every aspect of business. The increase in remote working has created new challenges for IT departments that are stretching the limits of their knowledge and capabilities. An increase in telecommuting changes the demand on network infrastructure, causing a surge in user support tickets and requests, and new security threat management obstacles.

How are businesses managing these new challenges and the associated expenses? Here is a deeper look at three common challenges IT teams are facing due to the rise in the remote working:

Connectivity outside the office

Ensuring a stable connection between the end-users and the network, data, and/or apps, is becoming significantly more challenging. Now that organizations are outside the office and potentially across the country, there are simply more layers to manage and more points of failure to cover. In many cases, IT departments have been scrambling to maintain a reliable and secure network infrastructure to handle the increased load and new demands. They are not properly staffed in house to effectively manage these needs, and there’s no reason they would be.

Providing end-user support

COVID-19 has forced many organizations to rapidly deploy new tools to help collaborate and communicate throughout their organization, with their customers and partners. With the unfamiliarity and lack of experience with these new tools and capabilities, end-users are being left frustrated and inevitability on the phone with the service desk. This rise in user support requests has internal IT departments spread extremely thin; especially true for IT organizations who share responsibilities between teams… Remember, we still have the expanded infrastructure needs to manage. This problem isn’t getting any easier.


Managing the additional security risks of COVID-19 

Now that data is no longer kept within business walls, it poses additional risk of data leakage and loss. Further, employees’ minds are on the COVID-19 outbreak, so the new collaboration software IT just force fed to them isn’t top of mind.  In fact, there have been so many changes they have had to make in their daily routine, changes in their business environments may take a back seat. Let’s face it, our guards are down and we’re susceptible to attacks, at the time when security should be of the upmost priority. Many IT organizations are currently dealing with an increase in security incidents as their users are falling victim to the increased phishing and malware threats. So, now we have an already strained IT department who is left holding the bag to deal with the increased infrastructure, user support, AND security needs? How do we do this? There must be a more effective way.

Hiring internally to fill these dynamic gaps is impractical and expensive. It is also difficult to maintain a balance between the skills and resources needed to deliver these services in house. On the other hand, businesses need to ensure that they have all the skills, knowledge, and resources necessary to provide adequate and safe infrastructure for their operations to continue.

The businesses that will come out ahead and be in a position to grow and thrive post COVID-19, are those who are partnering with an MSP to offload infrastructure, user support and security operations and management. This frees up their internal IT team and IT leadership to keep an eye on their business’ visions and values, aligning technical capabilities to achieve business goals.

Businesses look to MSPs to solve capacity and skill set challenges, and to supplement parts of their IT operations to support today’s unique needs. This allows their IT team the opportunity to elevate their contribution and impact by focusing on projects that enable their business to thrive. MSPs also provide the foundation that allows any sized business to capture and support the full power of technology, ensure business continuity, help to strengthen alignment with the business, and create an exceptional end user experience.

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