Getting an IT partner and availing their IT services can be a great way to save money, improve efficiency, and gain access to specialized skills. However, as with any business partnership, you must set your partnership up to succeed. Do this by avoiding the seven mistakes businesses commonly make when outsourcing IT services:
1. Failing to understand your IT needs
Before outsourcing, you must know your IT pain points and bottlenecks inside out. How much of a role is IT playing in your day-to-day operations? Which IT tasks take your team too long or cost your business too much money to be done in house? Which IT tasks are critical but your team can’t do at all? What are the IT resources that your company is sorely missing? The better you can clarify your business requirements, the easier it will be to find a qualified outsourcing partner.
2. Choosing a service provider without doing your research
There are many IT outsourcing vendors to choose from, so do your research before making a decision. Talk to multiple vendors and request a quote for the services you require. Don’t just compare the pricing, but also their portfolio, reputation and testimonials, and unique service offerings.
3. Not having a contract in place
A contract is essential to protect your interests when outsourcing IT services. The contract must include SLAs that specify services, costs, timelines, and responsibilities of both parties, including remedies for the client if the service provider doesn’t meet the agreement terms. It is also important to have a termination clause in case the relationship does not work out.
4. Selecting vendors that can’t provide on-site technical support
Although most IT vendors can provide technical support via chat or phone call, there can be instances when you need technicians to come over to your site to resolve issues. If the vendor you chose is too far away, you may have to rely on another provider that’s actually within your vicinity to help you.
5. Not managing your expectations
While it’s possible for a service provider to underdeliver, it’s also possible for you as a client to ask your provider for too much. This is why the SLAs need to be clear about your expectations for quality, cost, and timeliness from the get-go. You can address ambiguities and emergent requirements (i.e., requirements that only appear or emerge during the execution of the contract) through renegotiation. In short, you must be willing to work with the vendor to resolve any issues.
6. Not being prepared for change
Outsourcing IT services can involve a lot of change, both for your company and for your employees. Be prepared for changes in your IT infrastructure, business processes, and team structure. Discuss these changes with your employees and provide them with the support they need to adjust.
Reputable MSPs can help you with change management so that your staff adopts IT changes at a high rate and gives your IT investments a greater chance of paying off.
7. Not monitoring the performance of your vendor
It is important to monitor the performance of your vendor on an ongoing basis to make sure they are fulfilling their obligations and SLAs. Set metrics for performance such as response time, support tickets resolved, and downtime incidents per month, and track the vendor’s progress against those metrics.
By avoiding these common mistakes, you can increase your chances of success when outsourcing IT services. Speaking of success, Online Computers has and continues to help businesses achieve their goals. Talk to us to discover how we can help you achieve yours.