IT Outsourcing and Support Archives - Page 3 of 3

Why are growing businesses embracing managed IT support?

Posted on June 21, 2017April 29, 2021 by QuoStar

You would be hard-pressed to find a company these days that doesn’t rely on some form of IT infrastructure.

Even a business of one would require, at a minimum, access to a smartphone, which can connect to a web browser, social media, email, contacts and relevant enough. Even then this is not enough.

Big businesses know that in order to stay relevant, competitive and successful they need to invest in their IT environment and its management. They will have entire teams dedicated to the smooth and efficient running of the overall IT infrastructure and continued maintenance and development.

As a growing business, how do you compete with this level of management and investment? As a business owner, you may understand the critical role IT plays in the running and the growth of your organisation, but you may not have the resources or the time to dedicate to hiring a complete internal IT team.

Even for growing businesses with a dedicated IT person, it can be difficult to cover all of the bases. What happens to IT when that person goes on annual leave or is off sick? How do you prioritise everyday maintenance and IT development projects? What happens to the day-to-day tasks when a crisis hits?

This is where managed IT services come in. It basically involves outsourcing your IT requirements to a third party, who take responsibility for IT maintenance and support. This approach usually offers more competitive costs, but there are several other key reasons why growing businesses are choosing managed IT services.

The benefits of managed IT support

Ease of maintenance

Many growing businesses may only have one “IT person” who is responsible for all company requests and continual maintenance. Any IT crisis monopolises the attention of the IT person, leading to them potentially ignore other IT operations. This could cause significant problems for a growing business.

Security

Data breaches, malware, and phishing attacks have all been on the rise in the last year, and the cost to growing businesses can be enormous. It is claimed that 52% of British businesses fell victim to a cyber-attack in 2016 and, as a result, lost £29.1bn.

Not only do cyber-attacks cause financial damage, but companies will also experience damage to their reputation – which can be fatal. A reputable managed services provider can take responsibility for establishing and maintaining security procedures and programs, ensuring all systems are patched and up to date, and that you have the necessary security measures in place e.g. anti-virus protection, firewalls, content filtering etc.

Innovation

Technology changes at an incredible pace and it can be difficult to keep up with when you have many other demands on your time. Ignoring technology innovations could leave your business falling behind competitors, but how you can identify the latest fad from the technology you need without dedicating major time and effort to research.

A forward-thinking managed IT services provider will take care of all this for you. By getting to know you and your business they will be able to identify technology you truly can’t be without and present a clear business case as to invest.

Reliability

With managed IT services there is a proactive approach to IT management. Hardware and systems are monitored and tested regularly to resolve any potential issues before they cause damage. Your IT support contract will include Service Level Agreements (SLAs). These set out guaranteed response times based on the priority level of the issue, and penalties for not meeting them.

Predictable IT costs

For many growing businesses the bottom line is everything. While many may assume that outsourcing is more expensive than keeping IT in-house, this is not always the case.

Many providers offer support contracts on a flat monthly fee, so you have a predictable cost that fits your budget. Of course, it’s important to check exactly what your IT support contract includes. Sometimes there can be sneaky additional costs, but on the whole, it’s likely you’ll reduce spending.

Conclusion

If you require, at least, computers, internet access and secure data storage then you should consider managed IT services. Meet with a few different managed service providers, explain your requirements and see what they can offer. No IT management is not an option. But bad IT management could make things even worse, so take your time with this decision.

4 common IT support misconceptions

Posted on April 24, 2017August 18, 2021 by QuoStar

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 from internal IT staff rather than a remote worker. This is simply not the case. With modern technologies, remote IT support staff can configure, repair and support without stepping foot in your office. Although many IT support contracts will include onsite visits where required, the majority of problems 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 are now turning towards a hybrid model, 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 daily tasks which don’t require specialist knowledge, such as printer jams or dead keyboards. Alternatively, you could hand over all your IT support requirements to a provider, allowing your team to focus on strategy. Bringing in an outsourced team simply provides more support for your business. It’s up to you how you want to dedicate that additional resource.

3. Having an internal IT team is much more reliable than outsourced IT support

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 in 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 supporting a large number of end users.

If your first point of contact cannot solve your issue then they will escalate to the most appropriate person. There will be very few problems an outsourcing provider won’t have seen. Also, 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 puts my business at risk of non-compliance

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 a 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 an 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.

Outsourced IT support delivers many benefits, but you can only achieve real and measurable business gain when you work with the right provider. Take the time to find the right one, with the right team in place to help achieve your company objectives.

The top 5 IT support problems for growing businesses and how to fix them

Posted on April 19, 2017April 28, 2021 by QuoStar

IT is critical for the day-to-day operations of the majority of businesses, and when used effectively it has the potential to drive dramatic growth. Though small businesses often do not have a large budget, there are areas of their IT management that can easily be improved – without the need to invest a lot of financial resources. Here are five common IT problems facing SMEs, and how to resolve them.

1. Migration and integration pain

New technologies do not always slot in well with older systems and applications, and this can result in duplicate data entry and other inefficiencies. If you don’t have the time, experience or resources to deal with more complex migrations then the IT project that was supposed to transform your business can end up being painful and time-consuming. Thorough planning before implementation and a migration strategy can help your business to avoid these issues. Alternatively reach out to a provider who specialises in zero downtime migrations, and who has the experience and dedicated resources to make the change as painless as possible.

2. Reactive approach

“If you’re proactive you focus on preparing. If you’re reactive you focus on repairing”. Systems need regular maintenance to ensure they run properly and securely. Without that issues can quickly turn into expensive and time-consuming emergencies. When there is a process for tracking issues, it allows IT teams or providers to analyse and identify trends. Upon further inspection of a trend, they may find that the issue is a symptom of a greater problem. Instead of solving the same recurring issue every time it crops up, take a proactive approach and find a solution to the root cause. This would make the issue go away for good, and allow your business to be more productive – instead of firefighting problems.

3. Business strategy and IT strategy disconnect

Business leaders are often disconnected from IT and can fail to see how technology fits into the bigger picture. Others can go even further. Viewing IT simply as a necessary evil that demands spend without delivering any real value. If your business views IT in this unfavourable light then you are missing out on a world of potential, likely making it harder to achieve your goals. If you’re planning on doubling the size of your business in the next three years but don’t inform IT, how will you ensure you have the infrastructure, systems and processes in place to support that growth, in that timeframe. When IT and business strategy are truly aligned, and working in partnership, a business can scale without limits.

4. Increasing security risks

This not just an issue for SMEs, but the number of cyber-attacks on growing businesses is rising. SMEs are often more at risk simply because they don’t believe they are a target for a cyber-criminal. Communications, customer information and HR records are all of interest to hackers, as they can exploit them for financial gain. The reputational damage a successful breach causes is enough to severely weaken – and in some cases permanently destroy – even the strongest of brands.

Of course, there’s a number of security solutions to consider. But in order to truly mitigate the risks, you need to think beyond technology. Staff training is one of the most valuable investments a small business can make. Your people are your first line of defence. If they can spot the signs of attack, they can be an effective barrier against cyber-criminals.

You should also look at undertaking certifications such as Cyber Essentials and Cyber Essentials Plus. If you’re really serious about security, you should look at ISO 27001 accreditation. These certifications will ensure your business has the appropriate security measures in place and demonstrate to customers that you take cyber-security seriously.

5. Keeping up with change & innovation

The pace of change in the IT sector is incredibly fast. It seems that every day there is a new solution that will transform your business. Not only do you need to keep up with all the changes, but you also need to be able to spot the necessities among the gimmicks.

Ideally, you need to have someone in a management role who deals directly with IT advancement and works consistently with other departments to ensure seamless integration. However this can be a challenge for small businesses who lack resources, so another alternative is to work with an IT support provider who have the resources, expertise to keep up with technological change and who can advise you on making the right investments. A quality IT support provider will make recommendations backed by a clear business case. Not just use a new release as a sales opportunity.

An internal IT team or an outsourced IT support provider?

Posted on April 17, 2017April 28, 2021 by QuoStar

The large majority of companies today will have some sort of IT requirement, and a good proportion of those will find IT critical to the day to day running of their business. Not only do you have to think about the business’s overall IT requirements, but these days it’s common for each department to have their own individual needs – such as bespoke programmes, software or workflows.

It’s clear that most businesses will need some kind of dedicated IT resource, but the trouble comes in deciding whether to build your own internal IT team or opt for outsourced IT support.

In-house IT support

There are benefits of building an internal IT team. With the right people, with the right experience and qualifications, you can build a bespoke support team with in-depth and specialist knowledge of your company’s specific setup and systems. If based on-site they will likely be available immediately and will be able to solve issues fairly quickly. Some companies view this as invaluable for potential emergencies, such as security breaches.

However, it takes time, patience and often significant capital outlay to build an internal IT team. Businesses must understand what skills they will require in the future to build an effective team, and this can be difficult to predict – even for the most forward-thinking business leader.

It’s not only the one-off recruitment fees to consider. The average salary for a service desk analyst is around £26,000. For an IT Manager, you could be looking at £45,000 or higher. You’ll also need to consider ongoing training costs – as you’ll want your team to stay up to date.

It is usually a mistake to rely on just one or two people to manage your entire IT environment. Even the most experienced IT engineer will have knowledge gaps. Relying solely on a very small team could likely cause your problems in terms of sickness and holiday cover. If one member of your two-person team is on holiday and the other falls sick, what will happen? Who will be responsible for covering issues outside of normal working hours? You cannot expect a single person to be on call 24x7x365.

Outsourced IT support

One of the main benefits of IT outsourcing is the financial savings it offers. Generally outsourced IT support is more cost-effective than creating an in-house team, and you can expect to pay a fixed monthly or per-user fee. The exact price usually depends on the number of users and the level of support, but once you do the calculations, outsourcing tends to be the most cost-effective route.

With outsourced IT support you have support 24x7x365, so you don’t have to worry about things like sickness and holiday cover. Most IT support providers will have a dedicated out of hours line so you can access support whenever you need it. Many issues can now be resolved remotely, so you may not need a full-time team on-site at all times.

You will also have on-demand access to a wider pool of expertise. A quality IT outsourcing company will have staff with a range of experience and qualifications, and as such should always be able to find someone to help, whether it’s to assist with a quick fix or for a more long-term project. If your internal IT team doesn’t have the experience then you may need to bring in a freelance consultant. While they may only be a short-term hire, costs add up, as contractors often command higher day rates.

Critics will argue that a third party will never be as effective as an employee under the control of management. Other concerns often include data privacy, data ownership and disaster recovery. However, the majority can be avoided altogether with the right IT outsourcing provider. There should be agreements in place governing the quality of service you receive. Service Level Agreements should outline the way issues are prioritised, response times and the penalties if these are not achieved. Customer retention rate and recommendations can give you a rough idea of quality, but don’t make decisions on a single factor – e.g. “who is the cheapest?”

Conclusion

It can be hard to decide which approach is best for your company, but it is clear that there is no one size fits all solution when it comes to IT support.

For some companies, neither approach maybe 100% right. This leads some to opt for a hybrid model that combines elements of outsourcing with an internal team. The most important thing is to find the right IT outsourcing partner, who understands your business and needs.

NEXT>> Four common misconceptions about outsourced IT support

Are you paying too much for IT support?

Posted on April 12, 2017April 28, 2021 by QuoStar

You’ve probably heard the old adage “you get what you pay for”, meaning if you choose a cheap product, you can probably expect problems. But is this true when it comes to IT support?

Well, yes… yes it is.

With one of the most well-known benefits of outsourced IT support being its’ cost-effectiveness, many companies rush to find the lowest price they can. But if you’re selecting your IT support provider solely on cost, then you could be in for a nasty surprise. Just as a bigger provider doesn’t guarantee better service, a cheap quote doesn’t guarantee cheap service in the long run!

IT support prices vary widely from provider to provider, but be wary of any quotes which significantly undercut others. If the price seems too good to be true it probably is. So always be on the lookout for hidden costs. Maybe your proposal says you’re getting a ‘fully-managed IT service’ for only X amount per month, but what’s really included? For example, you have access to the Service Desk but is that 24x7x365 or 9-5 Monday to Friday? Or ‘security’ is included but what exactly does this entail – is it a firewall, anti-virus, network scans? Those elements alone do not mean you are secure.

Providers will typically price IT support in two broad ways; pay-as-you-go (or ad-hoc) or fully managed services for a fixed monthly fee.

What is pay-as-you-go or ad-hoc IT support?

This option is typically suited to small businesses and start-ups who are not heavy technology users yet and have budgetary constraints. There is usually a set hourly cost for reactive support, but the exact price can depend on the role you require – for example, a senior consultant usually charges a higher hourly rate than a systems engineer. Sometimes there are additional charges for transport and travel time.

Some companies will sell blocks of hours, also known as a “time bank”, with the price determined by the numbers of hours you buy. There may be a discount for bulk buys, but be aware that some companies may put an expiration date on the hours you purchase.

Your ad-hoc IT support may include a small monthly retainer to cover the cost of the initial take on, ongoing maintenance and network monitoring. You should be clear exactly what your ad-hoc support covers and what you can use your hours for e.g. can I use my hours for strategic guidance and IT consultancy.

If IT is an essential part of your business, or your company is growing quickly, then, typically, you should avoid ad-hoc support as it simply isn’t cost-effective over the long run. If you end up requiring day-to-day support then purchasing hours or paying for reactive support will get very expensive – and likely slow down your operations.

What is managed IT support?

The price of fully managed IT support typically depends on the number of servers, computers and devices to maintain. However, some companies do charge by the number of end-users instead so make sure you check with your provider.

Typically a fully managed IT support service will include telephone, email and remote support, alongside onsite visits when required. A quality IT support company shouldn’t limit your support, for example how many calls you can make and what they will support. If you use extremely bespoke applications then you may need to make allocations, but your IT company should provide guidance.

However not every managed service provider is transparent when it comes to pricing. It’s still very common for providers to offer tiered pricing, where the support you receive depends on your tier. For example, you may have seen pricing plans with levels such as:

Bronze / Basic / Standard
Silver / Preferred / Advanced
Gold / Elite / Premium
Platinum / Ultimate

Watch out with tiered pricing!

Tiered pricing can become extremely complicated because one plan includes some features and not the other. You may only receive remote support with a Bronze Package, but the Gold Package may include remote, telephone and on-site support.

You can also expect to find different levels of support at each tier. For example, all levels may have access to help desk support but at the Bronze level, you can only access that support between 9 am – 5 pm – or log a certain number of tickets per month.

Check the SLA

Another thing to be wary of is your Service Level Agreement (SLA). This can massively impact service, support and response times – which can negatively impact the running of your business. Every provider should have transparent SLAs which detail how they prioritise issues and the response times for each level. If a provider won’t – or can’t – give you the details of their SLAs then step away now. The best thing you can do is choose an IT support provider who is completely transparent with pricing and SLAs.

Conclusion

Every provider will have different IT support packages, so check exactly what yours includes. While it may seem like a good price initially, it could cause you problems in the long run. A fully managed service should be just that, it shouldn’t have unnecessary limits. You should both be working in partnership.

9 tips for successful IT outsourcing

Posted on April 10, 2017April 28, 2021 by QuoStar

IT outsourcing is not a new business strategy, but its use has been increasing across the globe in the past few years. Some companies rely on a single service provider for all their IT requirements, others opt for multi-sourcing – the practice of using multiple vendors to manage different IT functions. Alternatively is the hybrid model which combines elements of IT outsourcing with an internal IT team.

There is no one right way when it comes to IT outsourcing, you will need to take time and do the research to discover which option works best for your company and delivers the greatest value. Having an understanding of IT outsourcing and exactly what service the provider will be delivering can make or break an outsourcing arrangement.

When you are discussing your requirements with an IT outsourcing provider keep these nine tips in mind to ensure your arrangement is a success.

1. Goals

Understand exactly what your company wants to achieve by outsourcing its IT requirement. Are they looking to optimise spend, gain access to additional expertise, provide extra support for the internal team? Senior management must agree on this before you even begin to meet with any IT outsourcing companies.

2. Budget

You shouldn’t treat IT outsourcing only as a cost-cutting exercise. If this is your sole focus you’ll just be looking at who can give you the cheapest quote, which doesn’t always result in good – or even comprehensive – service. IT is a core business function, so you must treat it with importance.

3. Service Model

Remember IT outsourcing is not an all or nothing proposition. Just because you already have an internal team in place does not mean you couldn’t benefit from IT outsourcing. Just as it doesn’t mean you have to get rid of your entire internal team. Evaluate your strengths and which IT functions it would be easier and more cost-effective to run in-house, and which would be better to outsource.

4. Success

Define what success means for your company and for the service provider at the outset, and how outcomes will be met. Track your provider’s performance and their customer service – you want your employees to be happy with the service they receive.

5. Alignment

Make sure the provider’s delivery model suits your operational and financial goals and is aligned to help you achieve them.

6. Customisation

Discuss exactly what your IT outsourcing service will include, and if there is any flexibility for customisation – depending on your company’s requirements (e.g. additional security solutions)

7. Security

Don’t forget to ask about the service provider’s security policies and procedures. Make sure your company’s data will be well protected with adequate access control, network security measures and physical security precautions.

8. Management

Understand that IT outsourcing is not a “once and done” thing; successful outsourcing requires both parties to work in partnership together with a clear understanding of who is responsible for what.

9. Preparing for the future

Although ideally, you want to stay with your service provider for the long run, you should also be prepared for the possibility that you may need – or want – to change vendors down the road. Understand the penalties for early termination of your contract, potential downtime and what would be involved to bring IT back in-house.

Conclusion

It is vitally important that you understand exactly what service your IT outsourcing provider will deliver, and how they will be work with your company to achieve your goals. With IT increasingly critical it is not a decision to rush or base on a single factor. Senior management must be fully behind the chosen model. Many benefits await you with IT outsourcing, you just need to find the right partner.

NEXT>> A guide to IT support pricing models

A quick guide to IT support pricing models

Posted on April 5, 2017May 20, 2021 by QuoStar

The continual running of IT operations in your business is essential for it to survive. This means you need to have a qualified team on hand to manage your systems. But the cost of hiring and retaining such a team internally is something only the largest companies have the time and budget for. To gain the competitive advantage big players get from their internal teams, smaller businesses have turned to IT outsourcing as a way to strike a balance between performance and cost. One of the most talked-about benefits of IT outsourcing is the cost savings it can bring, although the benefits extend far beyond this. However as there’s no one set pricing model it can be difficult to understand exactly what’s included, and if the service is priced appropriately.

Below are some of the most common pricing models you are likely to be presented with when exploring IT outsourcing providers.

Monitoring only pricing model

This pricing model typically provides network monitoring and alerting, but with different levels of service. For example, for a small business, it may include patch management, antivirus and anti-spam updates, disk optimisation and backup monitoring on a flat monthly fee. Additional remediation work, identified through monitoring, would be an additional charge.

For larger businesses, the internal IT team would receive monitoring alerts, with the provider responsible for all incident resolution.

Per-user pricing model

Most per-user pricing models charge a flat monthly fee per end-user to cover IT support across all devices. This is a very straightforward pricing model and ideal for those companies with a tight budget as it allows you to budget for your IT support exactly. It also makes it easy to forecast for any business growth. Planning to take on an extra 20 employees this year? You can see exactly how much that growth is going to cost you in terms of IT support.

Per-device pricing model

Another option is for IT support providers to charge per device, e.g. desktop, laptop, mobile, server. There would usually be one flat price per device type, which again makes it relatively easy to see exactly where your costs are coming from and allow you to budget for future additions e.g. you decide you want every member of the sales team to have a tablet for remote working. The per-device model will often come out marginally more expensive than the per-user model – owing to the fact a single user will likely have multiple devices which need covering.

Ad-hoc pricing model

The ad-hoc model means rather than paying a flat monthly fee you pay as and when you require support. This may sound good but, since prices can’t be normalised, you will likely end up paying far more overall. Additionally, as IT becomes increasingly critical, a purely reactive approach to IT support will leave you hurting after a major incident due to prolonged downtime and a large bill from your support provider. Because of this, the ad-hoc model is becoming increasingly rare with most businesses having transitioned to a fully managed service or “all-you-can-eat” model.

Tiered pricing model

Tiered pricing is where different bands of support are available. The higher the band, the more services or perks you’ll gain access to but at a greater cost. For example, you may see bronze, silver and gold tiers.

This is one of the most common pricing models but it does have its difficulties. As each tier includes its own services and limits, what can initially seem like great value can become a headache. For example, you take out a bronze level IT support contract which includes data backup. Imagine the worst happens and you lose your files. Then, on top of that, you find out your backup only covers a certain period – excluding the period you’ve lost.

It’s not to say that tiered pricing won’t work for some businesses, but if IT is critical for your operations it’s probably not something to gamble on. A fully managed service should be fully managed. There should be no limits on what your support includes.

‘All you can eat’ pricing model

The all you can eat model allows for an unlimited amount of support at a fixed rate each month. This makes it ideal for nearly every type of business looking to outsource their IT. It’s technically the same as the top level of a tiered pricing model, but without the artificial inflation from the lower tiers. This typically makes the all you can eat model better since it will include everything you need whilst being at a predictable cost.

When looking at this model, it’s important to check if it includes out-of-hours support as standard. Depending on the provider, 24/7 support might be there by default or it might have an additional charge. Although, it’s typically worth the extra money to have full peace of mind and to be able to prevent a late-night incident impacting the following day.

Is IT outsourcing the right choice for growing businesses?

Posted on February 20, 2017April 15, 2020 by QuoStar

Growing businesses need to plan strategically to ensure they are getting the most from their resources, from budget to staff. For some having an in-house IT helpdesk won’t make sense, but as the business continues to grow then it may become clear that additional resources need to be allocated to IT management. Keeping your IT resources operating efficiently and managing infrastructure can be stressful, especially with a small – or no – internal team dedicated to doing so. This often leads to many businesses considering outsourcing their IT function to a dedicated provider.

IT outsourcing takes the work of an in-house IT department and hands it over to a third party, who has the time, skills and experience to manage it. There are many reasons why your business may look at IT outsourcing. Before making a decision they should consider these six things to make sure it’s the right solution.

1. What are your reasons for considering IT outsourcing?

First and foremost you need to look at the reasons for outsourcing your IT support. For many businesses, financial gain is the main motivator. The majority of IT support providers will offer contracts with a fixed monthly fee.

You may also feel that you don’t currently have the right expertise in-house to support your growing business and no time to recruit the right professional. Or you are concerned that staff are becoming overwhelmed with technical issues which are preventing them from focusing on core activities. Whatever your reasons, you should take an in-depth look at them and consider whether outsourcing is the best option for helping you achieve your goal and progress efficiently.

2. Who is currently responsible for IT support?

Making the move to IT outsourcing can result in one or more employees changing roles or leaving the company. This will largely depend on whether you have a dedicated resource for IT support or whether certain employees take partial responsibility for different areas alongside their core role. In either case, it can benefit your business in terms of cost-savings and employee productivity.

If you have few IT needs then it probably doesn’t make sense to have a dedicated in-house resource. You would effectively be keeping someone on retainer just in case anything goes wrong. Alternatively, if your requirements are complex then your in-house resource may feel overwhelmed balancing daily management and troubleshooting alongside projects. Bringing in a managed IT support provider offers additional support and expertise for your in-house team, either taking responsibility for the daily running of your IT environment or providing additional resources for specific projects.

3. What technical expertise do you require?

The size of your business, and it’s projected growth, may also influence what type of IT support you require. In small businesses, it is not uncommon to find that the person who has the best “computer knowledge” has become responsible for IT management, even though this may not be the role they were originally hired for. While that person may be able to assist with troubleshooting, other tasks are outside of their skill set. Plus anytime they do spend on IT takes away from their original job function. Similarly, as your business grows you may find that your IT staff don’t have the time or expertise to deal with everything.

When you outsource your IT to a company who specialises in this work you are getting access to a whole group of highly qualified and experienced technical professionals, who will be able to meet your IT requirements. It is important to remember that IT outsourcing can be flexible, from a fully managed service to provided support for specific areas. The right IT outsourcing provider will be able to assign the right people, with the right experience, qualifications and skills, to the right tasks to ensure you get the technical expertise you need.

4. How much time do you have?

In a small business, it’s critical that you are strategic with your resources to ensure you are getting the greatest return. If your top priority is business growth then you may not have the time to dedicate to recruitment. Finding the right person with the right skills can sometimes result in costly recruitment fees. Even if you already have someone in-house, you may find the demands of management, monitoring and maintenance will stretch their time thin.

Outsourcing your IT alleviates the burden on both fronts, by providing your business with access to qualified and experienced IT professionals who can provide technical support and guidance. Managed service providers have seen the majority of problems, and will ensure the right engineer is assigned to the right task.

5. What will you outsource?

You must also consider what tasks you want to outsource. While you can have a fully managed IT service, there is also the option for co-sourced IT support. This is a flexible service where a provider offers additional support to an internal IT team on an ad-hoc basis. It’s a cost-effective way to extend your own team and can help in a number of areas such as; ongoing management, IT strategy, project management or absence cover for holidays. This may be an ideal option if you want to develop an internal IT team, but need assistance to develop.

6. Where will you outsource to?

There are many companies overseas who will offer outsourced IT support at very low prices. This can seem like incredible value, but it can also raise other issues. You must consider aspects like time zones, which can be a hindrance or a help. For example, you may be able to have work completed overnight, so your business is effectively running around the clock. However, it may not be as easy to communicate with your IT Help Desk. Language barriers and cultural nuances easily create difficulties.

Like any business decision, IT outsourcing is not something you should rush into. You should carefully consider your business goals and objectives and decide which path will help you meet these. There are pros and cons to outsourcing, but finding the right provider will minimise most of the cons.