IT support services is one of many popularly demanded IT services. Initially companies were handling IT support needs, with assistance from 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 didn’t suffice to handle the growing number of IT support issues. On another hand, there were budgetary constraints for recruiting additional headcount. There is an incremental increase of IT support conditions that needed immediate attention. This cause sudden upsurge 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 greatly help them with setting up a Global Delivery Center or improving their existing Center. In the sooner case, it is better locate a vendor who transacts business in the same region while the company. In the latter case, it is very important to select a person with global presence.
There are numerous important factors to be looked at before selecting the service provider. Many of them are track-record, expertise to provide break-fix support. Another important aspect is the capability 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 can also be very important to measure 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 oppertunity to enhance the grade of their services, but phenomenally save on costs and improve the customer-satisfaction levels. Cost-cutting is becoming inevitable in the post-recessionary scenario. Therefore, companies have preferred IT support services for their ability to cut back costs. However, over a time period, 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 plenty of expectations and hence service providers are constantly introducing new offerings and improving the existing quantities of service.
The vendors will also be conducting a lot of internal process improvements to provide better service to companies. So it will be also a good idea to judge vendors who’re constantly improving their service-levels. In this manner, they will have a way to exceed the expectations of companies.
The right mode of engagement can influence the success or failure of the service. As an example, many organisations still prefer the traditional outsourcing model. However, it has turned out to be unreliable, in the present context. An alternative solution could be the co-sourcing mode of engagement. In this model, the resources of the supplier works in the premises of the company availing their services. This ensures business control and helps the members of in-house IT team to perform better.