IT support services is among the popularly demanded IT services. Initially companies were handling IT support needs, with the aid of their in-house team. However, with rapid expansion and business demands, the in-house teams were not able to service the IT support needs of the organisation. Increasing the headcount of the in-house IT team did not suffice to deal with the growing quantity of IT support issues. On the other hand, there have been budgetary constraints for recruiting additional headcount. There was a small increase of IT support problems that needed immediate attention. This cause sudden escalation in the demands for IT business support services.
Companies typically expect the service provider to enhance the capabilities of IT support center. Organisations with multiple presences across the world will expect the service provider to help them with establishing a Global Delivery Center or improving their existing Center. In the earlier case, it is better than locate a vendor who transacts business in the exact same region as the company. In the latter case, it is essential to choose a person with global presence.
There are numerous important factors to be considered before selecting the service provider. A number of them are track-record, expertise to provide break-fix support. Another important aspect is the capacity to provide out-of-hours support. Many organisations today provide 24/7 services, irrespective of their core-business (IT or non-IT). Therefore, they prefer to utilize vendors who provide round-the-clock service. The processes of the service provider will also be an essential aspect. IT Training
It is also vital that you gauge the company’s capability with regards to servicing IT support center or Global Delivery Centre, (depending on the requirement). Companies have not merely had the opportunity to improve the caliber of their services, but phenomenally save on costs and improve the customer-satisfaction levels. Cost-cutting has become inevitable in the post-recessionary scenario. Therefore, companies have preferred IT support services due to their ability to cut back costs. However, over a time frame, they could actually realise other value-additions. In this manner, the popularity of the service has increased. Now, it has become a mainstream IT service. There are lots of expectations and hence service providers are constantly introducing new offerings and improving the prevailing quantities of service.
The vendors will also be conducting a lot of internal process improvements to provide better service to companies. Therefore it is also advisable to evaluate vendors who are constantly improving their service-levels. In this manner, they will have the ability to exceed the expectations of companies.
The right mode of engagement can influence the success or failure of the service. For instance, many organisations still prefer the standard outsourcing model. However, it’s became unreliable, in the current context. An alternate is the co-sourcing mode of engagement. In this model, the resources of the supplier will continue to work in the premises of the business availing their services. This ensures business control and helps the members of in-house IT team to do better.