Four common misconceptions about outsourced IT support
24 April 2017
As businesses seek to become more efficient and productive, the trend for outsourcing is expanding across the globe. Many IT managers and business leaders are looking to managed IT support providers, but there are still several concerns about outsourcing versus hiring and developing an internal team.
Below are some of the most common misconceptions and concerns businesses have about IT outsourcing.
1. I’ll get a quicker response from an internal team
Many people believe they will get a quicker response – and a quicker fix – from internal IT staff rather than a remote worker, but this is simply not the case. With modern technologies and vast experience, remote IT support staff can configure, repair and support any type of IT device without having to step foot in your office. Although many IT support contracts will include onsite visits where required, the majority of problems these days should be fixed remotely.
2. I already have an internal IT team so I have no need for outsourced IT support
It is a common misconception that when it comes to IT support you can only have on or the other. You either have an internal IT team or you outsource your support to a managed services provider. However many companies are now turning towards a hybrid model which involves outsourcing certain elements of IT, whilst still keeping an internal team.
There are many reasons for some businesses to keep an internal IT team. For one, they can handle the day-to-day repetitive tasks which don’t require specialist knowledge of a specific technology, such as printer jams, dead keyboards or monitor issues. Alternatively you could hand over all your IT support requirements to a managed services provider and allow your team to focus on developing IT strategy and business enhancing value-add projects. Bringing in an outsourced team simply provides more support for your business, and it’s up to you how you want to dedicate that additional resource.
3. Having an internal IT team is much more reliable than an IT support provider
Some companies worry that they will have to fight for attention against other clients to have their IT problems listened to and solved, or that their requirements will languish at the bottom of the queue forgotten about. Any reputable IT service provider will include Service Level Agreements in their contract which lay out exactly how, when and in what timeframes services issues will be responded to.
IT service providers are very experienced at managing and responding to clients, and will ensure the right resources are dedicated to each task. Whereas if you rely solely on one or two internal people to manage all your IT requirements you may find the soon become quickly overwhelmed and fall behind the curve – particularly if they are support a large number of end users.
If your issue cannot be solved by your first point of contact then it will be escalated to the most appropriate person. There will be very few problems an outsourcing providers won’t have seen, and a member of the team will be able to provide a resolution, typically much faster than an internal resource.
4. I work in a highly regulated industry, outsourcing to an IT support provider will put my business at risk of being non-compliant
Outsourcing your IT support requirements to a managed services provider will not provide you with any additional risks compared to building an internal team. Top IT outsourcing providers are as rigorous in their IT hiring process as an reputable company would be, with candidates carefully screened and monitored.
There are other qualifications and symbols of quality you can look out for, such as ISO 27001 certification. This is can internationally recognised standard for information security which demonstrates that a company has dedicated processes, procedures and systems for managing and continually improving IT security. ISO 20000 is also important as it ensures a continually improving level of service.
There are many benefits of outsourced IT support, but real and measurable business benefits will only come when you work with the right managed services provider. Take the time to find the right IT outsourcing partner, with the right team in place from a strategic and technical level to help your company achieve its vision and objectives.