Outsourcing
is a great way to get professional services at a fraction
of the price of hiring someone or a department full time.
Your company may or may not be at the point of outsourcing
information technology (IT) support. However, as your business
grows, there is a high probability that outsourcing will
become a realistic solution for you, whether it is information
technology, human resources, accounting, or even sales and
marketing.
IT outsourcing has grown tremendously in the past ten years,
first among large companies and now small to mid-size companies
are jumping on board. Some companies have a full-time IT
department and use outsourcing to handle specific projects.
Others outsource their entire IT functions, including day-to-day
issues and large projects. Whatever the case, the chances
are good that your company will call upon an IT partner
to execute a project at one time or another during the life
of your business.
So how do you make the right decisions in regards to IT
support for your office? What are some ways you can guarantee
a successful outcome? How do you oversee the outsourcing
relationship? Anytime you are enlisting the help of experts,
it is easy to make certain assumptions and mistakes, so
we'll address what these are and how to avoid them.
Mistake
#1: After choosing an IT support provider, you no longer
need to be involved in the management of them.
As with any department you manage, your IT support provider
will need oversight as well as clear and consistent communication.
When you stop being involved with your IT support provider,
expectations are not clearly communicated and problems are
more apt to arise. Additionally, without communication,
your strategic, long-term plans may not be included in preparation
for future technology spending.
Communication is a two-way street. If you are not involved
in setting expectations or communicating questions as they
arise, communication and, ultimately, the business relationship
suffers. Clear communication is even more important when
you have multiple technology vendors including specialized
software, email hosting, network administration etc.
The
Remedy: Have a good flow of communication between your company
and theirs and plan to stay in the loop.
Here are some practical things you can do to ensure good
communication and proper management before you begin a support
provider relationship.
- Designate one point of contact from your company to
be the liaison between your IT support provider and employees.
- Request a short term and long term technology plan
for your office. This will help ensure that you are on
the same page from day one.
- Have your employees get their questions and/or needs
to you prior to your IT support provider's visit. Better
yet, ensure the outsourced IT provider has a system for
dealing with these requests in a centralized and systematic
helpdesk that can be pre-prioritized by you or your company's
contact person.
- Expect that there will be mistakes and misunderstandings
on both sides, and then be willing and ready to apply
the appropriate remedies constructively.
- Finally, request documentation from your IT support
provider after every single visit and then review it.
This helps you measure whether they are accomplishing
what you expect of them. If documentation is not offered,
ask for it. If they won't provide it, find another company
who will.
Mistake
#2: Assume that there will not be anymore challenges or issues
with your computers once you hire an IT support provider.
Many companies have hired IT support providers only to be
disappointed that there are still things that seem to pop
up on a regular basis. However, just because you have outsourced
your IT support to a company with a good reputation and track
record does not mean you won't have any more challenges or
issues ahead of you. It just isn't realistic.
Computers are machines. User errors, hardware failure, software
corruption and regular maintenance issues are the norm, not
the exception, even for the best of networks and IT support
providers. That is why large companies have whole IT departments.
In fact you may even have more issues to address initially
because someone is now actually paying attention to your needs
and making you aware of them.
The Remedy: Prepare for challenges and routine issues
then formulate a plan with your IT support provider to address
these issues.
Get a clear understanding from your IT support provider about
the issues he or she will need to address first, and find
out what is required to address them. Also having a long term
view of your network will alleviate many of the "disappointments"
you may have with the reality of needing an ongoing network
maintenance program.
Just remember that your IT support provider is there to assist
you. Don't shoot the messenger just because they are the bearer
of "bad" news, because it probably is a realistic
assessment of your situation.
Mistake #3: Assume the IT support provider with the
lowest price per hour is the best choice.
When choosing an IT support provider, you will have various
options. As a small business, keeping costs down is important,
so you may be tempted to settle for the lowest bidder. Just
remember: You get what you pay for. If a company provides
you a quote that is substantially lower than the others, ask
why. Perhaps their employee(s) lack necessary certifications
or training, they don't have a staff or tools in place to
ensure your needs are taken care of in a timely manner and
that things don't fall through the cracks. If this is the
case, you may end up spending more in the short and long run
by going with the lowest price per hour.
The Remedy: Let best practices and value determine
your decision, not price.
Look for an IT support provider that uses best practices (agreed
industry standards), has industry certifications that are
relevant to your needs, and a support team with the infrastructure
to handle a variety of issues day and night.
Remember, a lone ranger is ultimately just that, a lone ranger.
He or she may cost less initially, but will this one person
be available for problems you may encounter? Will he or she
have the knowledge to deal with the technology issues your
company faces? Will he or she have the time to help you plan
strategically for the future? . By choosing an IT support
provider with several employees including a support staff,
you have a better chance at your needs being taken care of
in a timely fashion.
Making the wrong decision can be a costly and time consuming
distraction to running your business, one that will end with
having to make another IT support provider decision.
Mistake #4: Assume technical skill or "geekiness"
is all you need.
How many times have your eyes glazed over as someone explains
why you are experiencing various technical problems with your
network. IT support providers who lack the ability to communicate
in a non-technical manner and that don't have a long term
strategic view of your company's business goals will cost
you time and money while frustrating you and your employees.
The Remedy: Hire a company of professional IT consultants
and not just a "fix it guy."
Believe it or not, there are IT support providers who not
only understand technology, but can explain it to you in terms
you understand. Be sure to find a company that will provide
this balance. It is crucial that you are comfortable with
your IT support provider because he or she will spend significant
time with you and your employees. Additionally, this person
will help you make strategic decisions for future technology
investments, so you need to be able to communicate well together.
Conclusion:
Whether you are looking for an IT support provider for the
first time or are looking for a new one there are some things
you can do now to avoid the mistakes many small companies
make. If you can begin to view your IT support
provider as an extension of your own company, you will be
in good stead to avoid these common mistakes.
Like many other professional services that assist companies,
the bottom line in looking for an IT support provider is finding
a company with the right qualifications as well as the dedication
to making sure you are taken care of to your satisfaction.
About
Total Computers
Total Computers is a professional outsourced computer service
company serving small businesses in Mumbai Our specialties
are network planning (network consulting), network projects,
and ongoing network/computer maintenance. We pride ourselves
on not only delivering the results you expect, but also
being knowledgeable, systematic, accountable, trustworthy
and easy to work with. To speak with a Support Advisor about
the the computer support provided by Total Computers email
us at
info@total-computers.net
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