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Which type of IT Services Provider is right for me?

Posted by Richard Common on 21-Jun-2016 16:36:29
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Which type of IT Services Provider is right for me?

Which type of IT Services Provider is right for me

To answer a question with questions:

  • Do we have the budget to afford a dedicated in-house IT staff member?
  • Do we actually need anyone?
  • What will we do if we have a problem?
  • Do we have the same recurring problems causing a slowdown in staff productivity?
All of the questions above can be addressed through the following situations, where I have found most businesses align with (figures are generic as every business is different):


Upto 50-user companies tend to:

  • Outsource to a low-quality 3rd party support service (non-SLA) due to budget or having no appreciation of what the IT systems are delivering for the business.
  • Outsource to a high-quality 3rd party support service (with SLA). There is a full appreciation of the benefit the IT systems bring to the business and are happy to spend more of the budget on obtaining quality support services.
  • Use a staff member who has a non-IT job but has raised his/her hand in the past to help someone out and is now the go-to person for all IT matters.

50+ companies tend to:

  • Outsource to a high-quality 3rd party support service (with SLA). There is a full appreciation of the benefit the IT systems bring to the business and are happy to spend more of the budget on obtaining quality support services.
  • Have a dedicated IT Support staff member or a team led by an IT Manager and depending on size, an IT Director.

What are the pros and cons of the scenarios above?

  • One-person who is running an IT Support company as their main source of income because of the perceived lifestyle this affords. They have no intention of recruiting additional staff as this would cause a headache. This person enjoys the time they have available to do the school run, attend the gym and more. They WILL respond to calls but may be lacking in specific technical skills, spare parts, providing cover when they are on holiday and more.
  • One-person who is running an IT Support service alongside a day job.
    1. Real life example: 50-user multi-million, global-exporter, manufacturing company in Northumberland who had their email system ran from an unbranded personal computer in a bedroom by someone who had a full-time job. The person could only deal with problems at lunchtimes and evenings.
  • Multi-staff IT service provider who have gained a reputation in their local area (either good or bad). Usually commission-driven salesmen with a “sell, sell, sell” mandate. The company will not provide an SLA of any worth, even if pursued to do so.

 



SUMMARY:

One size does NOT fit all when it comes to IT Service and IT Support Providers engaging with organisations of different sizes and requirements. 

Get our guide to choosing and working with an IT Services provider, which will provide the background information you need in order to avoid the pitfalls of SLA, costs, contracts and more

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6 Reasons to work with an IT Support company near me

 

Topics: IT Support, IT Services, IT Services Provider, Outsourcing

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