Terms like virtualization, utility, and cloud computing are being used to describe a trend that an Ottawa firm believes they can ride to success as call centres take on a bigger role in computer repair.

Technicians at The Utility Company can access a customer's computer via the Internet and work on the problem. They sell business customers all the technology they want plus repair and maintenance programs.

And repair advice is offered by the minute, given their confidence in fixing most problems. Scott Jackson, head of help desk operations at The Utility Company, said about 99 per cent of the problems they deal with are software-related issues, and that technical support from afar is the way of the future.

"The clients like it when we are able to get right on their computer," said Matthew Scott, a technician. "They are used to be being told to go here, go there, do this, now they can just sit back and watch us work."

The Utility Company is not alone in predicting this shift to tech services via the web. Microsoft shares the feeling that computers have become like hydro or water supply: there is a network, and the service comes to your office.

"Over time the delivery of services via the web will become a very strong option as companies look at how they will deploy their resources," said Bob Muglia, a Microsoft vice-president.

At least 7,000 companies provide such services using the Internet, according to the Managed Services Association. In Ottawa there is also N-Able and CNG Global Services looking for a piece of this developing market. Only about 10 per cent of North American firms currently use managed services, according to Mark Scott, CEO of The Utility Company.

neuroLanguage, an Ottawa firm that uses The Utility Company, markets language training software. They previously used their own staff for system problems, before deciding outside help would be more cost-efficient.

"It's been terrific, you don't know they are there unless you need them, and when you need it they are there in a timely fashion," said Timon LeDain, neuroLanguage's chief technology officer.