Support is a big cost for Win 7 migration

SANTA BARBARA, Calif: Windows 7 has been touted as the easy-to-use upgrade to Vista. But IT professionals say that user “hand-holding” may be the biggest challenge for small businesses making the transition, according a survey of 200 small business IT professionals conducted by Citrix Online, a division of Citrix Systems, Inc., and MarketTools.

More than half (55 per cent) of the respondents plan to implement Windows 7 in 2010, with many anticipating more than a small impact on their operations. The biggest hurdle – cited by 65 per cent of the IT pros surveyed – is people’s limited understanding of computer operating systems and applications.

“The industry has looked on Windows 7 as the ‘un-Vista’ in terms of usability. But especially for companies jumping from XP to Windows 7, the biggest headache may still be user support.” said Justin Madison, VP of Engineering and Operations for Citrix Online.

Survey Findings:-

* Many IT pros would find the Windows 7 transition will add yet another layer to their support duties.

* About 40 per cent of respondents said they already spend from one day a week to half their time   supporting software upgrades.

* Nearly half (46 per cent) spend an average of 2 ½ hours a week supporting upgrades on top of their other maintenance duties.

* Only 13 per cent of respondents plan to hire additional IT staff for Windows 7 Support.

“When it comes to supporting Windows 7 users, the ability to quickly and systematically sort out everything – from printer drivers to the new look and feel of Windows 7 – is key to survival for the ever-challenging role of the IT support guru,” said Madison.

He added that the remote-support solution makes it fast and easy to address software upgrade and tech support issues – especially for remote workers.

Citrix Online’s GoToAssist is a remote support tool that enables individual support professionals to reduce travel time, lower support costs and impress clients by instantly delivering secure online tech support to both PC and Mac users, said a press release.

With permission, an IT consultant can quickly access a client's computer to troubleshoot a problem, run a system diagnostic, install software or patches and provide training. Support extends both on-site and to remote employees, without any security or firewall issues, it added.