Managed AV Support Services: What Are They and How Do They Work
Exploring AV Managed Support Models and Their Benefits
Managed support services are well understood and utilized in the IT world, and they are increasingly popular for various reasons. Perhaps one reason not discussed as much is the sheer breadth of technology in use today in organizations of all sizes. In IT, support has to cover services like cloud infrastructure, SaaS (software as a service), networks, wireless and mobile computing, security and cybersecurity, and much more. This breadth requires a significant amount of expertise and training, as well as specialized tools for monitoring and user support.
AV systems in organizations have gone through a similar evolution; they now encompass a wide range of technology and have joined the IT and IoT world as IP-based connected systems requiring the same security and monitoring levels as other IT systems. That means that user support must also include specialized training and tools, further burdening chronically understaffed IT departments. Managed support services for AV can ease the burden on organizations and provide the specialized services needed. Let's explore several models below and their potential benefits for your organization.
One way to ease the burden on support resources is to provide better tools for users to diagnose, troubleshoot, and fix common support issues. Documented walkthroughs, quick reference guides, and online videos can often provide first-line support for non-critical situations. When users exhaust these options, they can call a support resource or access it via online chat. One way of providing quick and easy access to these resources is by using QR codes on devices like conference room systems that the user can scan to be linked to support resources. A managed service provider can design and develop such a solution for first-level user support.
Remote Monitoring, Management, and Helpdesk
Managed support providers have invested in specialized tools and training to manage multi-vendor AV environments. Many of these devices do not have robust software stacks for remote monitoring, reporting, and management. Through customized monitoring solutions, a managed support provider can keep an eye on devices and systems and often detect and fix issues remotely before they affect operations. When a remote fix isn't possible, offsite helpdesk resources can guide users or company support staff in resolving issues.
Inevitably, some issues require the proverbial truck roll. A managed support service can dispatch a trained technician when physical assistance is needed. In large organizations, helpdesk support can also be located onsite. When problems can't be solved over phone or remote support, a tech can pay a visit quickly.
Staff augmentation has been a popular model to bolster specialized knowledge and skillsets in IT organizations. Rather than hire full-time specialists for AV support or find the right contractor, a managed service provider can provide those positions on a full or part-time basis. These resources can be co-located onsite as part of the company's AV team or work remotely. This model can work well to scale support up or down to handle technology transitions or other organizational changes like mergers.
Managed support services enable organizations to flexibly manage their AV technology with predictable budgeting and less investment in specialized personnel. Level 3 Audiovisual is a Tempe, AZ-based national managed services provider helping organizations of all sizes design, deploy, and manage AV systems and infrastructure. Get started by reaching out to Level 3 Audiovisual here or click the chat box below to connect instantly. We look forward to working with you.