As technology continues to evolve, it’s essential to have the right support in place to keep end-user devices operating at peak performance. Whether it’s 24/7 help desk support, robust cybersecurity services, on-site assistance, knowledge management, or remote desktop tools, the right solutions bolster the productivity of your technological infrastructure and the overall success of your operations.
In many organizations, audiovisual systems are considered an end-user technology, subject to failure, maintenance, and ticket submissions. Many audiovisual (AV) devices are now connected to network infrastructure and must meet cybersecurity standards. Therefore, AV is being added to IT accountabilities.
Let’s face it, Audiovisual tech maintenance can be really confusing. Therefore, let’s explore the key differences between IT support and AV support, and why these distinctions are crucial for choosing the right support services solution for your organization.
For the Comparison – What is IT Support?
Information Technology (IT) is the foundation of an organization’s digital ecosystem. It ensures that critical systems, such as networks, servers, end-user devices, and software, are secure, reliable, and optimized for performance.
Comprehensive IT support includes but is not limited to:
- Managed IT Service Desk
- Strategic Planning and Integration
- Endpoint and Server Management
- Hardware and Software Support
- Cybersecurity
- Network Management
- Patch Management and Updates
- User Account and Access Management
- IT Asset Management
- Data Backup and Recovery
IT is a key driver of business growth for all industries enabling innovation, operational efficiency, and enhanced customer experiences. To sustain that progress, businesses must ensure their IT systems receive proactive, consistent, and high-quality support. A strong IT team not only minimizes downtime, but allows for smarter decision-making, improves user experience, and empowers teams to focus on strategic goals.
In a real-world example, a global technology company was able to address a growing volume of recurring support tickets by implementing strong IT support. As detailed in the case study, “Beyond Quick Fixes: Strategy for Recurring Ticket Resolution,”, the organization moved away from temporary workarounds and quick fixes by enhancing their service desk operations. Through proactive IT support, such as root cause analysis, streamlined processes, and continuous improvement reviews, they were able to transform recurring issues into lasting solutions—demonstrating how effective IT support can directly contribute to long-term business success.
What is Managed AV Support?
Managed audiovisual support is imperative for ensuring the performance, reliability, and ease of use of meeting technologies that drive daily collaboration and communication.
AV technologies include large-scale digital displays, audio systems, control interfaces, and video conferencing systems. It can also include complex integrated environments such as extended reality design and research spaces, and virtual production environments used for events like town halls, research spaces, and virtual production environments used for events like town halls.
Managed AV support ensures that the tools people use to see, hear, and interact in shared environments function flawlessly when needed, not fixing after failure. The health of your AV ecosystem defines the difference between simply being connected and truly being able to collaborate.
Effective AV support typically includes:
- Data Analytics
- On-site or remote troubleshooting
- Incident management
- Proactive maintenance
- AV hardware and software support
- Request Management
- Change and Configuration Management
- Knowledge Management
- Asset Management
- User training and support
In the case study “Remote Issue Resolution through Technology,”, a large organization with a campus spanning 3.5 million square feet across 17 buildings and housing over 1,500 AV-equipped conference rooms faced the complex challenge of maintaining seamless AV functionality in every corner of their workspaces. The key to solving these issues was identifying and resolving them before they disrupted meetings.
The partnered AV team prioritized technology and monitoring systems which helped them stay ahead of potential issues. For example, the remote monitoring tools detected a potential issue in a high-level executive’s private conference room. A technician was promptly dispatched and resolved the problem before anyone in the room was aware. Just hours later, that room was used for a critical meeting and the AV components functioned at full capacity. Thanks to proactive AV support and timely on-site intervention, a failed conference call was avoided, and business continuity remained intact.
At its core, AV support is about delivering seamless, user-friendly audio and video communication experiences—whether in meeting rooms, live events, or hybrid collaboration spaces. These teams not only respond to issues but also proactively monitor systems to prevent disruptions, helping reduce downtime and operational costs.
Check out this video to see how AV support helped another organization maintain continuous operations while cutting expenses and minimizing disruptions.
Whether an organization manages a handful of meeting rooms or maintains a vast network of AV-equipped spaces across multiple sites, the expectations for teams supporting these systems remain the same: dependable, data-informed, and proactive support that ensures technology performs when it’s needed most. As AV support systems resolve more issues, users gain confidence in the systems, leading to increased utilization of complex technologies organizations have already invested time and money in. This higher engagement not only boosts productivity but also drives a stronger return on investment for organizations.
Where do IT and AV Support Overlap?
Device Management: Some AV endpoints, such as conferencing hardware, can often be monitored and managed using IT tools and protocols.
Network Infrastructure: AV technologies often depend on the same network resources managed by IT, such as bandwidth, switches, and routers, for services like video conferences, live streams, and remote device access.
Help Desk Integration: A service desk may handle both IT and AV tickets which improves response times and streamlines workflows. This also enables more comprehensive data collection and analytics on end-user issues and opportunities for continuous improvement.
Security & Access Control: IT teams typically oversee critical aspects of AV system security, including user authentication, firewall configurations, and access permissions.
How are IT and AV support different?
Hardware Complexity: AV environments involve a range of specialized equipment such as digital signal processors (DSPs), microphones, and control interfaces that demand precise configuration and physical setup. The AV support team should have a basic knowledge of IT if your AV devices are connected to the network. Troubleshooting support doesn’t have to stop at the wall plug.
User Interaction: AV support is typically more interactive and hands-on, especially during live meetings or events, where technicians work directly with users in real-time to ensure smooth operation.
Specialized Expertise: Supporting AV systems requires a deep understanding of areas like acoustics, signal routing, room automation, and user-centric design. These are skills that often fall outside the scope of traditional IT training.
When Do You Need an AV Specialist? A Practical Guide for IT Leaders
As AV technology becomes more embedded in the workplace, IT leaders face a growing challenge: When does AV support move from “nice to have” to “business critical”? Here’s a practical guide to help you decide based on real-world scenarios and a few rules of thumb from our AV specialist.
1. High-Stakes Events and Spaces
If your organization regularly hosts executive briefings, or all-hands meetings, AV complexity escalates quickly. These environments often involve:
- Live streaming and hybrid conferencing
- Multi-camera setups, lighting, and audio mixing
- Thousands of attendees (in-person or remote)
2. AV-Equipped Room Volume
Even without large events, a company with 10+ AV-equipped rooms, especially those with integrated control systems, can overwhelm general IT support.
3. AV System Complexity
Modern business environments demand sleek, professional settings for meetings, events, and even day-to-day operations; however, “sleek” AV set-ups can be burdensome to typical IT support. If you have a modern AV set-up, you likely need a specialized role or team to monitor and maintain all systems. Modern AV setups often include:
- Touch panels, DSPs, matrix switchers
- Room scheduling integrations
- Hybrid platforms like Zoom, Teams, Webex
Rule of Thumb: If your AV systems require programming or frequent hands-on support, a specialist isn’t optional but essential.
4. Frequency of AV Issues
Recurring AV problems can disrupt meetings, frustrate users, and reflect poorly on IT.
Rule of Thumb: If AV issues make up 25% or more of help desk tickets, or if downtime is impacting operations, proactive AV support is a must.
5. Business Impact
AV isn’t just about tech, it’s about experience. Seamless AV is imperative for:
- Client presentations
- Training sessions
- Revenue-generating webinars
Rule of Thumb: If AV contributes directly to business outcomes, it deserves dedicated attention.
Special tip: When should you have Internal AV vs Outsourced AV support?
Internal AV is ideal when:
- You host frequent live events or executive meetings.
- You manage complex spaces like XR labs or briefing centers.
- AV is a strategic part of your brand experience.
Outsourced AV works well when:
- You have distributed campuses or remote offices.
- AV issues are sporadic but disruptive.
- You need proactive monitoring and rapid response without full-time staffing.
To ensure your AV infrastructure performs at its best, your AV team should prioritize remote monitoring of critical systems and components. Constant assessment and maintenance allows teams, whether in-house or outsourced, to detect issues early, minimize downtime, and maintain a seamless user experience across meeting rooms, event spaces, and hybrid environments.
Let’s take a closer look at how remote monitoring works, what it checks for, and why it’s becoming a must-have for modern AV environments.
How IT and AV Teams Can Work Together Effectively
In the modern age, AV and IT are deeply intertwined. From signal routing to network bandwidth, AV systems rely on the same backbone that supports the rest of the organization’s tech. As a result, collaboration between IT and AV teams is a necessity and should be a priority to ensure the health of your technology ecosystem.
Shared Goals, Specialized Roles
Just like IT departments have specialists for networking, cybersecurity, and desktop support, AV deserves its own dedicated expertise. AV specialists bring deep knowledge of:
- Signal types and routing (HDMI, SDI, etc.)
- Control systems and room automation
- Audio DSPs and video switching
- Live event production and support
Meanwhile, IT teams provide:
- Network configuration and bandwidth management
- Device provisioning and desktop support
- Security and access control
- Help desk and ticketing systems
By categorizing tasks clearly, both teams can work more efficiently. For example:
- AV handles room readiness, live event support, and system calibration.
- IT ensures network stability, device connectivity, and user access.
Why Collaboration Matters
- Fewer silos: AV and IT working together reduces finger-pointing and speeds up issue resolution.
- Better planning: Coordinated rollouts of AV systems avoid network bottlenecks and security gaps.
- Stronger support: AV specialists can triage room-specific issues while IT focuses on broader infrastructure.
In a well-integrated IT and AV support model, proactive monitoring of AV equipment can trigger automated alerts sent directly to the service desk. From there, a Level 1 support agent can remotely investigate the issue, gather triage information, and escalate to the appropriate AV or IT technician if needed. Alternatively, when an end-user reports an AV issue, like a microphone failure during a meeting, the service desk acts as the central point of contact, creating a ticket and coordinating resolution between IT and AV teams. This workflow ensures timely support, minimizes downtime, and reinforces the value of collaboration between departments.
No matter what type of support expertise your organization needs, IT, AV, or a combination of both, it’s crucial to clearly understand the scope of services being provided. Any downtime, whether in IT systems or AV environments, disrupts productivity and hinders the user experience. To truly maximize the ROI from your technology investments, it’s essential to engage with specialized expertise, set clear expectations, and prioritize proactive support. When your support strategy aligns with your business goals, you don’t just keep systems running, you empower your teams to connect, collaborate, and succeed.