Many companies today are struggling to find the IT resources they need to manage their technology infrastructure. This combined with the escalating costs, has led many to consider outsourcing IT support to an outside supplier. Finding the right IT support partner for your business can be challenging. Here are seven factors to consider when choosing an IT support supplier:
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Experience
The first factor to assess when evaluating potential IT support partners should be their skills and experience with your technology stack. The supplier should be able to not only identify team members who possess skills and certifications related to the technologies you use but should be able to demonstrate a track record of success support clients with a similar technology ecosystem.
It is also important to consider the size of the supplier’s team. Issues can arise at any time. A potential supplier should not only have qualified professionals available during business hours but have a bench that can provide support whenever it is needed.
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Industry Certifications and Expertise
Organizations that possess industry recognized certifications have incorporated best practices into their processes and procedures. Before being awarded a certification, the supplier would have been required to complete an audit to demonstrate their adherence to the standards that are part of the certification. As certifications are easy to verify, they can serve as a quick way to assess the credibility of a potential IT support partner.
Organizations that possess industry recognized certifications have incorporated best practices into their processes and procedures. Before being awarded a certification, the supplier would have been required to complete an audit to demonstrate their adherence to the standards that are part of the certification. As certifications are easy to verify, they can serve as a quick way to assess the credibility of a potential IT support partner.
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Service Levels & Quality
Your IT support should always be readily available to help you whenever an issue arises that needs attention. Service level specifications should be specific and detailed setting timeframes for supplier acknowledgement and resolution of issues, based on the level of support required. Part of these specifications should be clear criteria for escalation, and a communications plan to ensure you remain fully informed should an issue arise.
Another important feature to look for is the use of a ticketing system. Ticketing systems allow you and the supplier to track all service requests and document them through to completion. The added benefit of ticketing systems is that they can be a valuable source of information when evaluating the supplier’s performance.
Be sure to inquire about any quality assurance and customer satisfaction programs the supplier has in place. Formal processes for post-mortem reviews of incident response can contribute to improved service delivery over time. Customer satisfaction initiatives can also lead to process improvements that allow the supplier to better meet your needs over time.
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Scope of Services & Flexibility
When evaluating potential IT support partners, it is important to not just focus on the specific services you immediately need. Your initial plan for IT support might begin with a modest, well-defined requirement. As the needs of your business change, you may choose to outsource additional support functions, or possibly management of your entire technology ecosystem.
An established working relationship with a capable vendor who offers a broad range of additional services, allows you to quickly and efficiently outsource additional activities should the need arise. Beyond making it easier to outsource additional services at a lower cost, a versatile vendor will also allow you to maintain a single, point of accountability for all your outsourced IT support services.
Having a vendor who cannot adapt to meet your future requirements will likely result in you having to transition your IT support needs to a new vendor creating operating hassles for you, and a learning curve for the new vendor.
Having a vendor who cannot adapt to meet your future requirements will likely result in you having to transition your IT support needs to a new vendor creating operating hassles for you, and a learning curve for the new vendor.
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Security
Outsourced IT support services are often partially or entirely performed by remote workers. As such, security should always be a paramount consideration when outsourcing. The vendor should have a robust security plan that demonstrates includes the technologies and processes needed to protect your systems and data. Furthermore, that security plan should be compliant with any regulatory and industry standards or best practices that apply to your business. Depending on your industry, you may also require vendor staff possess active security clearances or undergo background investigations.
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Transparency
A good IT support vendor will allow you to have virtually complete visibility into their service delivery and the performance of your systems. This should include several components:
- Dashboards to allow you to view real-time performance of your systems,
- A clear team structure identifying individuals, their roles and their responsibilities,
- Tiered contact plan and formal issue escalation process,
- A clear explanation of what services are included in your services agreement and what is not,
- Demonstrated culture of honesty and integrity,
- A willingness to explain issues to your satisfaction, and
- Including you in key decisions, should you wish.
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Pricing
Most companies find that outsourcing IT support functions saves them money. To ensure a positive financial outcome of your outsourced IT support initiative, here are some important considerations:
- Scrutinize the services that are covered by the vendor proposal and which activities will incur additional costs.
- If a vendor is offering bundled services, consider whether the individual services in the package align with your needs and represent good value for you.
- Are there services you need, or service level specifications you require, which are beyond the scope of the proposal being offered?
- Is there a mechanism for you to control or approve incremental charges?
Trigyn’s IT support services can allow organizations to reduce costs, improve management of IT systems, better support end users, and increase their focus on their core business.
For more information about Trigyn’s Infrastructure Services, Contact Us.
