#1 – Do They Have Different IT Support Plans Defined?
Providing IT support to be able to businesses is without a doubt not a case of just one size fits all. Some companies require to use their IT support provider with an as-required basis, others generate a business decision to obtain outside help for many issues. Both are valid strategies, and then for any IT support provider who’s serious about giving the right support levels with their customer base may have a range of intentions to offer you.
#2 – Do They Have a Formal Agreement Document that Defines Exactly What They Do?
Like the majority of things in business currently, there is certainly too much threatened to depend on a handshake using your new IT support provider. They need to possess a plain English written Agreement that precisely identifies the scope on the services as well as the costs for people services. You also need this Agreement to incorporate a confidentiality clause when you are effectively handing the keys within your business techniques to an outsider. And finally any Agreement you sign has to be fair to the two of you – not heavily slanted within the provider’s favor.
#3 – Do They Have Relevant Tertiary Qualifications and Current Microsoft Certifications?
The IT profession is unlike most others mainly because it has no mandatory accreditation system. For example, organizations that supply plumbers, electricians, engineers, architects, lawyers, dentists, doctors and accountants are regulated to guard their customers from receiving sub-standard or unqualified services. You need to find an IT support provider whose entire technical team is qualified with a few form of IT tertiary qualification. And because the IT industry doesn’t stand still, it is vital that they keep staff informed by investing in their ongoing education with current industry certifications (warning – Microsoft certifications that are included with the phrase Windows Server 2003 are NOT current!).
#4 – Do They Have Multiple Staff On Hand to Provide Both Quick Response Times plus a Wider Spread of Knowledge?
Many organizations make use of a one-person entity for his or her IT support. Now a lot from the time, they actually do a really good task for a good price. However, the long-term challenge comes after they can’t react to your emergency or complete assembling your garden shed on time or provide support in your new solution or keep you up-to-date with the ever-increasing selection of IT solutions. This is since they get a lot of clients, or they do not have enough time and keep up-to-date, or they withdraw, or each goes on holiday. And eventually, many go out of business since they can’t make enough money, leaving their clients within the lurch.
#5 – Do They Have a Service Desk System In Place?
It’s one thing to possess a guru who just jumps in and starts “fixing” your complaint. And it’s something more important completely to use a systems based process to record the details within your requirements, recording those things taken to resolve the challenge, and doing so to ensure the task is completed for the client’s satisfaction. Every IT support provider – big or small – will need to have an industry-recognized Service Desk software system in the center of their service delivery operation. A system that adheres to your ITIL standard understanding that integrates to your monitoring and remote access systems will supply ongoing efficiency, consistency and reliability.