This blog was originally published by Sereno IT Support here
12 Factors to Consider When Outsourcing IT Support Services for Business
More and more medium-sized and small businesses are choosing IT outsourcing instead of hiring in-house specialists, and for good reason. It gives you access to specialised expertise at a fraction of the cost of an internal team, enabling your business to stay secure and efficient.
With so many providers out there, it may be challenging to choose a reliable partner who will act as an extension of your team. We’re here to help. In this guide, we’ve rounded up the 12 key factors to take into account when choosing outsourced IT support services, so let’s delve in.
What is Outsourced IT Support?
IT support outsourcing refers to hiring an external provider to help a business with its technical needs rather than running an in-house team of IT specialists. An outsourced IT support provider usually handles tasks like network management, cyber security, disaster recovery, troubleshooting technical issues, and more, depending on the specific needs of the client.
Why IT Support Outsourcing Is Often a Better Option?
It’s common to outsource business services today, from recruitment to customer service. Outsourcing your IT support is also becoming the norm. Let’s look at the main reasons why companies choose to outsource rather than maintain an in-house IT department.
Cost savings
One of the major benefits of outsourcing IT support services is that it helps substantially reduce costs. An internal team comes with recruitment, training, development, management, and other costs, which you don’t need to cover when outsourcing. On top of that, an IT department needs specialist tools and systems, further increasing the expenses.
An outsourced IT provider usually packages services at a straightforward per-employee per-month rate. It includes all of the above-mentioned costs at a fraction of the price, which is possible because an IT support company actually spreads those costs out across multiple clients.
Access to specialist expertise
Outsourced IT services give you access to a wide pool of skills for one monthly fee. You gain a team with expertise across areas like networks, cyber security, system management, and others. This breadth of knowledge allows you to handle complex projects, adopt new technologies, and, as a result, stay competitive.
On the other hand, when you opt for in-house IT, you either need a team with varying expertise or risk relying on a single IT manager to handle all of your systems. One way or another, with an in-house IT team, a company is limited to the knowledge of these people, while outsourcing successfully removes this restriction.
Scalability and flexibility
Using outsourced IT support services ensures you have access to the necessary scope of expertise as your business grows. With an internal team, it means getting into a lengthy hiring and onboarding process, which leads to disruption to your business operations and again, extra costs. Outsourced IT services, on the other hand, are designed to accommodate your business growth. Even when you’re downsizing, outsourcing services can easily adjust, while in-house staff reductions can be slow and complicated.
You can also decide how much control over your outsourced team you want. A fully managed service provider takes complete responsibility for your systems, acting as your IT department. Co-managed service means that your internal team works along with the external IT service provider, letting you keep control over certain areas.
Factors to Consider When Outsourcing IT Support Services
So, how do you choose a reliable IT provider? Here are the top 12 factors you need to take into account. Careful evaluation of these factors will help you find a partner to keep you IT efficient and protect your operations from potential risks.
1. Services you actually need
Before you start browsing providers, you need to clearly define the services your business needs. Some IT companies focus on day-to-day helpdesk support, while others include system monitoring, cloud computing solutions, data security, backups, and IT strategy, among other service offerings. A clear scope of services you need will help you easily compare and narrow down the providers.
2. Response times and availability
How quickly your provider responds to issues directly impacts your business continuity. That’s why you need to look at SLAs (service level agreements) that specify guaranteed response and resolution times. Let’s face it: a provider offering 24/7 support may still have a queue that leaves you waiting, so it’s worth checking the details.
3. Expertise
As already mentioned, one of the key advantages of IT support services outsourcing is access to knowledge. However, not all providers invest in their staff members. Luckily, professional training and core competencies are easy to check by looking at certifications, such as Microsoft, Cisco, and cyber security standards like Cyber Essentials.
4. Industry experience
Industry experience is another important factor. Providers with a track record of working with businesses in your niche understand your sector-specific software and the unique challenges you face. And if you work in a tightly regulated industry like healthcare, finance, or legal services, partnering with a support team that knows how to protect sensitive information and understands compliance requirements such as the General Data Protection Regulation (GDPR) or PCI DSS is non-negotiable.
5. Strength of security measures
Cyber threats are becoming more and more common. They affect businesses of all sizes, including small and medium-sized enterprises. If you store and handle sensitive data, a single data breach can lead to severe financial and reputational losses. That’s why it’s important to choose an IT service provider that prioritises security, delivering a comprehensive range of cyber security solutions, including firewalls, MFA, intrusion detection, encrypted communications, and security awareness training.
6. Pricing transparency
Cost structures vary widely across different providers. Some providers work with per-employee or per-device pricing, while others charge flat monthly fees or bill separately for each service. While a quote may look low, it may not include extras like on-site visits. So when selecting your IT partner, ask companies for a detailed breakdown of costs. This way, you’ll avoid surprises later as well as be able to budget more accurately.
7. The location of the support team
Most IT issues can be resolved remotely in a matter of minutes, so many companies choose to outsource their IT to teams that are physically located far away, even on a different continent. Prices are often very attractive, but think twice before signing a contract with an overseas support provider.
Firstly, there are always chances of issues that can’t be addressed remotely, such as hardware failures or server malfunctions. A local team will be able to provide on-site assistance, while in the case of working with a 100% remote team, you’ll have to hire local specialists at extra cost. On top of that, different time zones, cultural differences, and language barriers slow down communication and create unnecessary delays.
8. Tailored packages
When considering which outsourcing partner to choose, it’s a wise solution to narrow down your search to providers that offer tailored services rather than one-size-fits-all packages. Tailored services are more cost-effective – you pay only for the services you’re actually using, translating to a higher potential return on investment. Moreover, they are designed to meet the unique needs of every business, so you get more personalised solutions.
9. Proactive approach
A proactive approach is when an IT support provider works to prevent potential issues before they turn into major problems rather than responding to them as they occur. A proactive provider will constantly monitor your IT infrastructure, take care of timely updates and patches, and spot vulnerabilities before they are exploited in cyber attacks. The benefits of a proactive approach are invaluable. It helps you save costs, reduce downtime, and keep your infrastructure up and running, so if you consider outsourcing your IT, look for a proactive approach.
10. Quality of account management
Smooth collaboration and prompt incident response are hardly possible without a dedicated account manager on the side of your potential IT provider. Search among companies that offer an account manager who will serve as a point of contact for all IT-related matters. This way, you’ll have someone to track progress and make sure your concerns are addressed quickly rather than passed from one technician to another.
11. Scalability
When assessing your potential IT service providers, get clear on their ability to scale their services. Scalability means that a provider can seamlessly accommodate your growing IT demands, like the increasing number of users, implementing new technologies, or expanding to multiple locations. By selecting a provider with scalable services, you can rest assured that your IT environment can support your growth without disruptions.
12. Transition and onboarding process
While often overlooked, the transition and onboarding process is among the key factors to consider when outsourcing IT support services. You’ll want a well-planned, smooth transition that ensures your users and data are transferred without disruption. Otherwise, you risk downtime, lost information, and confused employees who don’t know how to get help. A good provider assigns a dedicated team or manager to guide their clients through this process step by step, securely transferring systems and data, setting up communication channels, training employees where needed, and making sure everything runs smoothly from the first day.
Conclusion
Outsourcing IT is a smart move, especially if you’re a small or medium-sized business. Choosing a provider is an important decision, so business leaders need to do extensive research and consider multiple factors before signing a contract.
At Sereno, we provide outsourced IT services, tailoring them to our clients’ unique needs and business goals. We offer a comprehensive range of services, from monitoring your company’s network and helping you source hardware to robust cyber security solutions. We follow a proven onboarding procedure, which allows us to oversee everything with minimal commitment from your side. If you’re looking for efficient, scalable IT support, feel free to contact us and discuss your needs.
