IT outsourcing is a great way to get professional IT services at a fraction of the price of hiring someone full time.  For years, businesses have been outsourcing specific functions related to accounting, law, and human resources.  IT outsourcing is a popular business model because it allows a company to remain focused on its core competencies, while the IT experts handle theirs.

IT outsourcing has grown tremendously in the past ten years, first among large companies and now small to mid-size companies are jumping on board. Some companies have a full-time IT department and use outsourcing to handle specific projects.  Others outsource their entire IT functions, including day-to-day issues and large projects. Whatever the case, the chances are good that your company will call upon an IT partner to execute a project at one time or another during the life of your business.

So how do you make the right decisions in regards to IT support for your office?  What are some ways you can guarantee a successful outcome?  How do you oversee the outsourcing relationship? The information provided below is geared specifically toward the outsourcing of IT support.  Anytime you are enlisting the help of experts, it is easy to make certain assumptions and mistakes, so we'll address what these are and how to avoid them.

Communication between your business and your IT support provider is critical.

• As with any department you manage, your IT support provider will need oversight as well as clear and consistent communication.  When you stop being involved with your IT support provider, expectations are not clearly communicated and problems are more apt to arise.  Additionally, without communication, your strategic, long-term plans may not be included in preparation for future technology spending.

• Communication is a two-way street.  If you are not involved in setting expectations or communicating questions as they arise, communication and, ultimately, the business relationship suffers.  Clear communication is even more important when you have multiple technology vendors including specialized software, email hosting, network administration etc.

Have a good flow of communication between your company and theirs and plan to stay in the loop.

• Designate one point of contact from your company to be the liaison between your IT support provider and employees.

• Develop a short term and long term technology plan for your office. This will help ensure that you are on the same page from day one.

• Have your employees get their questions and/or needs to you prior to your IT support provider's visit. Better yet, ensure the outsourced IT provider has a system for dealing with these requests in a centralized and systematic helpdesk that can be pre-prioritized by you or your company's contact person.

• Expect that there will be mistakes and misunderstandings on both sides, and then be willing and ready to apply the appropriate remedies constructively.

Assuming that there will not be anymore challenges or issues with your computers once you hire an IT support provider is a mistake.

• Many companies have hired IT support providers only to be disappointed that there are still things that seem to pop up on a regular basis.  However, just because you have outsourced your IT support to a company with a good reputation and track record does not mean you won't have any more challenges or issues ahead of you.  It just isn't realistic.

• Computers are machines. User errors, hardware failure, software corruption and regular maintenance issues are the norm, not the exception, even for the best of networks and IT support providers.  That is why large companies have whole IT departments.  In fact you may even have more issues to address initially because someone is now actually paying attention to your needs and making you aware of them.

Prepare for challenges and routine issues then formulate a plan with your IT support provider to address these issues.

• Get a clear understanding from your IT support provider about the issues that need to be addressed first and find out what is required to address them.  Also having a long term view of your network will alleviate many of the "disappointments" you may have with the reality of needing an ongoing network maintenance program.

• Small businesses must be ready to make fundamental changes when they are working with an IT support provider.  Don't apply a tech Band-Aid to a flawed process, It might solve a problem temporarily, but a more cost-effective approach may be to replace the process entirely.

• Just remember that your IT support provider is there to assist you. Don't shoot the messenger just because they are the bearer of "bad" news, because it probably is a realistic assessment of your situation.

Choosing your IT support provider is important, why you choose them is more important.

• As a small business, keeping costs down is important, are they affordable?

• Do they have industry related certifications, training or partnerships?

• Do they have staff or tools in place to ensure your needs are taken care of in a timely manner and that things don't fall through the cracks?

• Do they use "best practices" or "industry standards" when they work on your systems?

• Do they specialize in the small to medium sized business sector?

• Can they communicate technical issues to you in a non-technical manner?

Conclusion:

Whether you are looking for an IT support provider for the first time or are looking for a new one there are some things you can do now to avoid the mistakes many small companies make.  If you can begin to view your IT support provider as an extension of your own company, you will be prepared to avoid these common mistakes.  Like many other professional services that assist companies, the bottom line in looking for an IT support provider is finding a company with the right qualifications as well as the dedication to making sure you are taken care of to your satisfaction.  At Digital Cowboy Computers, we are dedicated to your satisfaction and have the industry qualifications and small/medium business experience to help you overcome all of your IT obstables.