Common Mistakes made when Outsourcing IT support

Common Mistakes made when Outsourcing IT support

A report published my Lincoln University has claimed that 25% of all IT activities in the UK is being outsourced, but is all of this outsourcing necessary and do the decisions makers have the right knowledge to ensure that the support they are receiving is compatible with their business function and moreover is it cost effective?

Below we touch on the common mistakes made with IT support companies and how these can be avoided.

No 1 – We just let them get on with it don’t we?

Well no, you still need to be involved in some way in the management after choosing the provider, I am not talking every single day but having some narrative will help you understand this constantly changing environment.
 When you stop communicating with your IT Support, it’s like never talking to anybody in your office, expectations are not clear and problems could snowball. Additionally, without communication, your plans may not be included in preparation for future technology spending. Ultimately, the business relationship suffers.
Of course this is a two way street so ensure from the off that you are picking a provider that you are comfortable to converse with and vice versa and don’t put off asking questions.

No 2 – Going for the lowest priced per hour

We all know the saying, you pay peanuts you get monkeys. Of course you need to ensure your provider is in your price range. But I would steer clear of any providers who are substantially less than their competitors. 

Consider what you are looking for short, medium and long term. This will give you a good outlook in choosing a provider who will be able to support you though everything. This way you shouldn’t need the bother of multiple suppliers.

In addition look out for recognised industry accreditations that match your needs as these companies will follow industry agreed standards and best practice.

No 3 – Expect that there will be no longer be IT based problem or issues.

 Computer and IT systems unfortunately will always have little gremlins that pop up whether it be user errors, hardware failure, software corruption and regular maintenance issues. Just because you have a managed IT system does not mean there is a magic wand. At the end of the day they are machines!
 The best thing to do is choose an IT provided that talks about monitoring your system to flag up faults before they are an issue.
Most of the time this will happen and you won’t even know about it. It also worth asking if you recieve a report of these errors etc. monthly or quarterly firstly to check constant monitoring is taking place but also to ensure you are aware of any ongoing problems.

Remember that your IT support are there to help and advise you. Don’t shoot the messenger, as they will be able to advise the best solution or alterative that fits your needs.

No 4 – Technical terms aren’t always King! Especially if you don’t understand them…..
BoundDSlalalalalalalalalalalalala sometimes it can sound like this. If you don’t know the exact terminology or in what context this is being talked about then in some respects it can be like another language and this isn’t your fault so please don’t just nod your head and say its ok!
If an IT support providers cannot communicate a non-technical manner then chances are eventually this is going to cause you problems and frustrate employees.
There defiantly are IT support providers who not only understand technology, but can explain it to you in terms anybody can understand. I love it when they do this by putting in terms trivial things like cars on the motorway. 

It is paramount that you are comfortable with your IT support as they can spend significant time in communication with you and your employees. Moreover, this company will help you make decisions for future technology investments make sure they are a good fit with you.

No 5 – Once you have software packages in place assume these are staying forever and ever.

We all disapprove of change in some aspects and IT is no different. I hated having Windows 8 to start with but now I am used to it and I like using it. We all take I bit of time to adjust.

IT support providers will of course want to sell you there newest products and packages etc., this is a revenue stream for them at the end of the day. But steer clear of a provider that constantly emails/calls you with the latest product and services and expects you to change all the time when from your point of view your happy with what you have.

A good provider, rather than send you a generic email with a new product, will want to have a meeting with you occasionally of send a tailored report explaining what you currently have the pros and cons and what updates to be made to improve your overall efficiency and profitability.

Happy hunting or re thinking!!