When it comes to choosing the right IT provider, organizations are often unsure of what they should be looking for. By understanding the right questions to ask and the type of answers to look for, the hiring process can be made much easier.
There’s no denying that the managed IT services industry is booming more than ever before. As technology continues to dominate and drive innovation in the business space, more and more managed IT service providers are popping up on the scene claiming to offer the very best in business IT service and support. And this doesn’t even take into account other service providers like computer consultants, independent IT contractors, and large national IT players who are all competing to serve small and large businesses alike.
As the business space continues to evolve alongside technology, our team of IT professionals likes to keep a finger on the pulse of the managed IT service and support market. Over the last several months, we’ve seen a great deal of venture capital money enter the IT services industry. This means that the industry is changing rapidly and many large national enterprises are beginning to move into local markets.
Having an increased variety of choices might seem like a good thing, but the expansion of the IT market can leave professionals in a difficult spot. With more and more options to choose from, the search for the right provider can seem overwhelming. How can busy business professionals determine the right IT service provider for their organization when there’s an endless sea of providers, all claiming to be the very best?
We’re here to help with a quick guide that will hopefully make the selection and hiring process easier. Above all, we’re hoping to carve out some of the key questions that professionals must ask potential providers before committing to a partnership. If your organization is in the process of hiring an IT service provider – either locally or nationally – these questions and tips will help you streamline the search and empower your decision-making process.
Now, we’re not saying you have to become an IT expert overnight just so you can pick a valuable provider. You have your own business to focus on and the whole point of hiring an IT company is to outsource that expertise to a professional. However, when it comes to hiring an IT service provider, you do need to go into the search with a gameplan. You should know what to ask and you should feel confident in your ability to choose a provider who offers value and strategy to your organization.
We understand that organizational leaders outside the IT industry are often unsure about what questions to ask and how to determine what value looks like when it comes to IT service and support. If you’re looking for an IT provider and want to approach the hiring process like a pro, make sure you ask these 5 essential questions before deciding on a provider.
What is the long-term vision and plan for your IT service company?
The first thing you should discuss with potential IT providers is the plan and vision they have for their own organization. Coming to understand the long-term plan different providers have will help you determine if their business vision and values align with those of your own organization.
If you start the conversation by focusing on long-term plans and strategies, you’ll be able to weed out providers whose business vision doesn’t line up with the kind of service and support you’re looking for. You’ll also be demonstrating to potential providers that you’re an informed and prepared business professional who takes a managed IT service partnership seriously.
What is your exit strategy?
The next thing you should discuss is the exit strategy of the different providers you’re interviewing. An organization’s exit strategy will outline the way will wrap up services with you when the service and support objective has been achieved.
By coming to understand the way different providers approach ending a service agreement, you’ll foster the reassurance and peace of mind necessary to enter into a trusting partnership with the right provider. Remember, you only want to partner with a provider who is committed to ensuring a smooth transition once a service agreement is finished.
Is the IT support you’ll provide my organization local or remote?
This one is important. Like we mentioned there are countless providers flooding the IT service and support industry these days and many of them are national providers who want to offer remote services to businesses anywhere in the country. That’s why it’s critical to ask different providers if their service and support will be provided locally or remotely.
This is an especially important question if your organization is looking to secure on-site support of any kind. In this case, if you’re considering partnering with a remote provider, you must ask them how they will address on-site concerns or if they have the means to handle on-site concerns with innovative virtual strategies. If you really want or need a boots-on-the-ground approach, you’re probably better to partner with a local provider.
Is your staff made up of full-time employees, contractors, or is it entirely outsourced?
Next, it’s important to understand the make-up of each provider’s work-force. What does their team look like and how do they employ their staff? Do they have a team of full-time employees? Do they contract out systems administrators and on-site support staff? Or do they outsource their service and support staff entirely?
Coming to understand what your potential provider’s work-force looks like is another important way to measure whether or not your approach to business aligns with theirs. Do you want to ensure the support staff you’re dealing with are directly employed by the service provider you sign with? Will contracted or outsourced support staff result in confusion or communication breakdown? What is the chain of command? Make sure to explore these questions directly with potential providers.
Do you outsource any part of your services whatsoever?
Finally, you should investigate whether or not any aspect of IT services and support are outsourced by potential providers. Sometimes IT providers will outsource specialized elements of IT service and support, so it’s a good idea to find out what they handle themselves and what they outsource to specialists.
By addressing this question from the very start, you’ll avoid surprises down the line. The last thing you want is to partner with an IT service provider and find out a few months in that an entirely different company is being brought in to address a concern or project. Ask potential providers to be upfront and clear about whether or not they rely on outsourcing for any element of their service and support.
In addition to the 5 must-ask questions we discussed above, let’s go over some of the ways you can determine which IT provider is the best match for your unique organizational needs. The key is to start by understanding exactly what your organization is looking for from an IT service provider. Now that we’ve gone over some of the fundamental questions that will get you pointed in the right direction when selecting an IT services company, let’s talk about some other ways you can prepare yourself for hiring the right provider.
Let’s face it: every provider you talk to will claim to offer “quality services and solutions” but before you can assess whether they’re a good match, you need to have a solid idea of what quality IT service and support looks like for your organization. The right provider will be one that offers services and solutions that match the long-term vision and strategy of your organization. Let’s explore a few ways you can determine the exact kind of value you’re looking for from an IT service provider.
Here are 5 more tips & tricks to help prepare you for the hiring process:
Not all IT providers are created equal – we can help you narrow down your search for the right one. Give us a call anytime at (877) 270-1391, or visit our website at www.ontimetech.com to chat with a live agent and start asking the important questions.
My philosophy when starting OTT was I wanted to create a place that I would want to work at (fun and friendly.) Where there was no corporate politics and we could just do our job fixing things and helping people. We can help people with their technology and not be arrogant or condescending to people. We can actually make a difference in peoples lives and not just say it but do it.