Information technology (IT) is “the acquisition, processing, storage and dissemination of vocal, pictorial, textual and numerical information by a microelectronics-based combination of computing and telecommunications”. The term in its modern sense first appeared in a 1958 article published in the Harvard Business Review, in which authors Leavitt and Whisler commented that “the new technology does not yet have a single established name. We shall call it information technology.”

IT spans wide variety of areas that include but are not limited to things such as processes, computer software, computer hardware, programming languages, and data constructs. In short, anything that renders data, information or perceived knowledge in any visual format whatsoever, via any multimedia distribution mechanism, is considered part of the domain space known as Information Technology (IT).

Application Support or Technical support (also tech support) is a range of services providing assistance with technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services. Most companies offer technical support for the products they sell, either freely available or for a fee. Technical support may be delivered over the telephone or online by e-mail or a web site or a tool where users can log a call/incident. Larger organizations frequently have internal technical support available to their staff for computer related problems. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium technical support services.

Coverage of support

Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using SMS, Online chat, E-mail or Fax; basic software problems can be addressed over the telephone or, increasingly, by using remote access repair services; while more complicated problems with hardware may need to be dealt with in person.

Types of Technical Support

Time and Material

This type of technical support has been very common in the services industry. It is also known as “Break-Fix” IT Support. The concept behind this type of support is that the customer pays for the materials (Hard Drive, Memory, Computer, etc.) as well as pays the technician based on their pre-negotiated rate when they have a problem.

Block Hours

Block Hours is basically a way to purchase a bunch of hours upfront to pay a reduced hourly rate. The premise behind this type of support is that the customer has negotiated a discounted rate and a fixed number of hours to use either per month or year. This allows them the flexibility to use the hours as they please without doing the paperwork and the hassle of paying multiple bills.

Managed Services

Managed Services means a company will receive a list of well-defined services on an ongoing basis, with well-defined “response and resolution times” for a fixed rate or a flat fee. This can include things like 24/7 Monitoring of Servers, 24/7 Help desk for your daily computer issues and On-site visits by a technician when issues cannot be resolved remotely. Some companies also offer additional services like Project Management and Vendor management in the monthly price.