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IT leaders are frequently called upon to achieve the impossible with fewer resources and less funding. One area that frequently crops up is the need for extended support of the enterprise, even though economics and reality preclude creating a 24/7 help desk. However, adversity breeds creativity, and in this research note we present new ideas on how to:
- Manage the demand for after-hours support.
- Minimize after-hours support to critical issues only.
- Resource after-hours support without team burnout.
- Manage critical help desk requests and issue communications after hours.
Many enterprises struggle with the issue of after-hours support on a minimal budget; those who are successful use some or all of the techniques discussed to meet the challenge.