One of the most common misconceptions which can put people
off outsourced IT support is the belief that only an internal IT team can
provide reliable, efficient support and ensure that any issues are resolved
quickly.
This simply isn’t the case. The advent of modern
technologies allow the vast majority of IT issues to be fixed remotely and
Service Level Agreements (SLAs) hold external IT teams accountable for
performance, response and fix time. Even those companies who have their own
internal IT team can benefit from the support of an external IT team .
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However, sadly this does not mean that every outsourcing
relationship runs perfectly 100% of the time. Like any business relationship,
for outsourcing to be successful there needs to be certain elements in place to
ensure that both parties fully reap the rewards and benefits.
1. Trust
It can be daunting to place a business-critical function
such as IT in the hands of a third party, but trust is essential for a smooth
working relationship. Of course, you should take the time to find the right IT
support partner, but once you feel confident you must trust that your partner
will deliver.
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The emphasis here really is on finding a “partner” and
building a “partnership”. If you have an IT support provider who understands
your business, your goals and is dedicated to ensuring that IT supports the
achievement of those goals, you will have an infinitely better working
relationship than with a provider who’s just focused on the cycle of break-fix.
Discuss exactly what the service will include, who is
responsible for what and whether there is any flexibility for customisation. It
is important to make sure everyone is on the same page. If one side thinks
understand differently you will never achieve alignment, nor achieve the
results you want.
2. Communication : IT
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Communication is vital for a successful partnership. While
you should expect regular updates from your provider and to have a consistent
point of contact, you should be open in your communication. If you have a concern,
then you should feel comfortable raising it with your provider. They should
also be able to respond and alleviate that concern – or provide an action plan
for addressing it. Constructive feedback keeps the relationship running
smoothly. For example, your external IT team may have facilities which allow
feedback upon the completion of a service ticket. This feedback is invaluable
because it allows both parties to learn from the experience.
3. Metrics
Both parties should agree what success looks like from the
outset, as this will be the benchmark against which performance is measured.
Use metrics to track the external IT team’s performance and their customer
service – you want your employees to be happy with the service they are
receiving.
Considerations
It’s important to understand that outsourcing your IT
support is not a once and done thing. Successful outsourcing requires both
parties to work in partnership with a clear understanding of each other’s
responsibilities.
Of course, it may be necessary to adjust the Service Level
Agreement in the future, but the best part about having a true partnership with
your provider is that you can have a two-way discussion and achieve mutual
benefit.
By taking the time to find the right IT
support provider, aligning their service delivery and your goals, and
ensuring open, straightforward communication at all levels you will develop a
lasting business relationship which truly elevates your organisation.
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