May

Transcription

1 How to switch to your perfect IT outsourcing partner May

2 Abstract ABSTRACT When you have outsourced IT functions, you are entitled to expect the best service possible. That s what you pay for. Unfortunately it doesn t always work out. But the perceived difficulty of changing suppliers prompts many businesses to persevere with ill-fitting services. Cue frustration, stifled productivity and wasted money. With more IT service suppliers than ever jostling for market share, this guide explains how to find a partner that fits your business, targets and budget - without the hassle (0)

3 Contents CONTENTS 1. Why change IT support supplier? 2-4. What to look for in an IT support provider 5. Practical tips for picking a new supplier (0)

4 Why change IT support supplier? WHY CHANGE IT SUPPORT SUPPLIER? There are dozens of reasons. Maybe you are frustrated because you can t see where your money goes. Perhaps you are cost-sensitive but your supplier has inflexible payment options. Or maybe growth to your business has left your supplier unable to provide a suitable scale of support. Sounding familiar yet? Your IT partner may simply lack the skill set or resources to cope with demands in key areas like cloud computing, mobile device management and security. And, in a crisis, are you guaranteed a swift response? Trust is imperative. If your supplier doesn t have yours, move on. You have the right to a service that puts your best interests front and centre. In a moment we will cover the provisions to look for when sizing up a new IT partner. But first it s worth noting down the reasons you feel your current supplier is no longer suitable. When you know what s wrong, it s easier to find what s right (0)

5 What to look for in an IT support provider WHAT TO LOOK FOR IN AN IT SUPPORT PROVIDER It s easy to find great IT support when you know what to look for. Great people, great support The quality of IT support depends on the quality of staff providing it. Companies that recruit and retain well generally provide the most reliable services. Their staff have the enthusiasm, expertise and experience to handle evolving IT demands and work proactively to prevent potential problems before they occur. Look out for workplace accolades, staff awards and other signs of a company that gives its employees the tools and environment to flourish. Look for proof of competence Talk is cheap. Can your prospective IT partner demonstrate competency in key technologies, products or service areas with recognised industry accreditation? Do they have examples of proven skills in key support areas like cloud computing, disaster recovery and security? If you can t find proof on a website call them or look elsewhere. Find out how your account will be managed (and by whom) A good IT support team will be headed by an account manager with expert technical knowledge and strong project management skills, rather than a sales person spurred by commission. Study client lists. Seek experience of your sector. You will likely get better value if the people holding your IT reins understand the nuances of your business environment. Finally, look for an account manager who s keen to meet regularly to discuss performance, business targets and areas for improvement. Service desk support you can count on A key part of any outsourced IT package is the support service desk. Outsourcing is cheaper than having a fulltime onsite employee due to economies of scale. That doesn t mean you shouldn t expect a highly personalised service, with access to service desk staff and software that gives you full visibility into the status of your tickets. Check the out-of-hours support is enough for your business Many IT services providers offer 24/7 support. If you feel you need it, dig around to find out if 24/7 really means direct help from trained engineers is available at all times. Otherwise you could find yourself logging a case with unhelpful call centre staff or an answer machine (0)

6 What to look for in an IT support provider WHAT TO LOOK FOR IN AN IT SUPPORT PROVIDER Find out what to expect before the expense How do you compare service providers without trying them all? Ask each one for an example service level agreement (SLA), which lays out key deliverables in writing. Example SLAs allow you to compare providers targets for guaranteed response times and delivery benchmarks. No contractual agreement should be made without one. Each provider should have a reporting system that gives you data on how often they hit key targets - like response and incident resolution times. Look for hit rates of at least 90%. Need support urgently? You have the right to queue-jump. If your e-commerce engine goes down, you don t want to be waiting in line for support behind businesses with non-critical issues. Look for support providers that prioritise cases based on operational impact - and escalate non-critical issues within agreed timeframes. Be guided by loyalty to industry best practice and global standards. You should also find out if escalation or on-site support incurs charges beyond your basic support costs. Are onsite visits part of the service? Scheduled visits from your IT services provider are a good idea. They boost relationships between support engineers and your staff and allow for face-to-face training on important processes or products. Site visits also give engineers an opportunity to conduct maintenance of your IT systems to combat potential or recurring issues. Get clear support terms for clear billing One of the advantages of outsourcing IT support is the ability to forecast your IT spend. Unfortunately hidden costs sometimes get in the way. Take control. Make sure you have a clear understanding of what your support package includes. Example: will you be covered for mobile device repairs or will these incur extra charges? Aim to be billed on a regular, recurring basis. And make sure the services you need are covered by the core charge to keep your spend predictable. Reliable service requires a reliable management platform Ever wondered how IT support providers repair systems remotely? Via a technical management platform. Some providers have developed their own management platforms. That s industrious, but not always good for the customer. The platform may not have been thoroughly tested. And resources may be concentrated on development rather than service. Instead look for a provider that uses a proven third party platform (such as Kaseya). These have been deployed on millions of devices and allow support companies to focus on service (0)

7 What to look for in an IT support provider WHAT TO LOOK FOR IN AN IT SUPPORT PROVIDER Automatic software and security updates Your outsourced IT package should include patch management. This service automatically configures and installs updates and security patches on all your devices. Installations should take place at a time that won t stifle your productivity (outside business hours if necessary). And updates should be monitored to make sure patches are correctly configured. Any prospective partner should fulfil this. Can your provider source the latest, greatest technology? Look for IT service providers that have good links with big-name technology suppliers. It enables you to use your provider as an easy point of contact for all the hardware and software you need - some of which may not normally be available to end-users. Just be sure the terms governing supplier relationships are documented and clearly explained. Especially sale incentives. You want to be recommended products because they fit your business, not because they give your provider the best commission. Discounts should be passed on to you. Your IT provider should grow with you Chances are you are ambitious and anticipate growth in your business. Look for an IT services provider that will have the ability to keep up, anticipating your future IT requirements and scaling support without losing focus on great service. Before you enter a contract, check the exit No matter how confident you are in a new IT service provider, pay sharp attention to the contract termination terms. The notice you (or your supplier) must give should be clearly defined. And you should get a written policy on how the support company will transition IT support back to you or across to a new provider. Don t risk being left high and dry (0)

8 Practical tips for picking a new supplier PRACTICAL TIPS FOR PICKING A NEW SUPPLIER Find out as much as you can about a new IT supplier before you enter a contract including how they intend to help your business. Go beyond the marketing chat IT is crucial. When it comes to sizing up a new service supplier, go beyond the marketing chat. Research them. Company information like financial status, number of employees, business longevity and sector experience can normally be found online with a simple search. Arrange a face-to-face meeting with your potential supplier too, even if you envisage mainly remote support. A visit to their premises will give you a feel for the company s atmosphere and ethos. Ask for proposals and proper references Give your potential suppliers an outline of your technical and operational IT requirements and ask them to submit proposals that show how they would help you. You should also ask for a client list. And get a couple of references too - preferably based on your sector and your requirements, rather than stock case studies from a marketing folder. Don t be afraid to ask. References should demonstrate the provider s competency and overall level of service, proving that they can solve challenges unique to your sector. Sign up to receive the next white paper in our series at itlab.com (0)

9 Need a second opinion? Is your outsourced IT package as good as it could be? Ask IT Lab for a free audit of your IT systems by ing hello@itlab.com or calling +44 (0) London, UK IT Lab Big Studios 1 East Poultry Avenue London EC1A 9PT Birmingham, UK IT Lab Midlands Management Office 191 Fazeley Street Digbeth Birmingham B5 5SE Cape Town, SA IT Lab South Africa The Harbour Bridge Roggebaai Canal Lower Long Street Cape Town (0)