Around 1 in 3 businesses outsource their IT management, making IT one of the most commonly outsourced business services in Scotland today. For many businesses, particularly small to medium sized enterprises, IT outsourcing represents the most cost-effective way to access a broad range of technical expertise, and the support provided lets staff focus on activities that drive business growth and enhance customer service.
Despite the benefits IT outsourcing can bring, some IT providers fail to go the extra mile for their clients, leaving them grappling with slow, glitchy technology and solutions that are a poor match for the needs of the business. Such IT support can have an adverse effect on business productivity and in the worst cases even stifle growth.
If you have ever experienced a sub-par IT support provider, or if your current provider isn’t living up to expectations, then you’ll know how frustrating it can be. You may have given some thought to switching provider, but been deterred by fears that the process of switching will be more hassle than it’s worth, or that the handover will leave you without the vital services you need to run your business.
Fear not, as most providers have reliable, established processes for onboarding new clients, meaning that the vast majority of switches occur without any trouble. If you’re considering switching, your new provider will coordinate the bulk of the process, however there are a few things you can do to ensure things run smoothly. Outlined below is a simple, 6-step process that will take the pain out of switching IT provider.
Invest time in finding the right provider
If your current provider is failing to maintain your technology or is simply a poor fit for your business and its culture, then it’s vital to ensure that your next provider will be an upgrade. This means taking the time to review all your options and making an informed choice based on all available evidence.
Start by thinking about the scale of your business and the complexity of your infrastructure. Do they have enough technicians to adequately support your setup? It’s hard to judge this from an external perspective, but one of the best ways to assess their capacity is to enquire about the businesses they currently work with and have worked with in the past, and the number of desks supported in each case.
If you operate in an industry such as healthcare or financial services, or any other sector where regulatory compliance is a big concern, then it can be helpful to choose a provider that understands the pressures and constraints you face. Again, seek out references from current or previous clients who operate in your sector to help determine suitability.
Lastly, you should give some thought to where each provider is located and the affect their location might have on their ability to serve you. Many IT support tasks can be carried out remotely, but if you’re planning network upgrades or you’ve been reliant on on-site support in the past, then choosing a provider located in your local area will prove beneficial.
Once you’ve completed the selection process, and settled on the provider most suited to your business, inform them of your contract renewal date. This gives them a timeframe to coordinate the switching process around and will help them plan accordingly.
Explain why you’re unhappy with your current provider
It’s vital to explain to your new provider, in as much detail as you can, why you’re dissatisfied with the service given by your current IT provider. This can help them understand your expectations and give an insight into some of your current technology ‘pain points.’
If poor response times were a recurring concern, express this to your new provider, and perhaps discuss the possibility of including response time guarantees in your new contract. If you have doubts about your current provider’s technical proficiency, allay any concerns about your new provider’s abilities by asking about accreditations and vendor partnerships so that you’re confident in their ability to properly support your infrastructure.
Having a frank and open dialogue with your new provider will ensure the partnership gets off on the right foot, and will give them the information they need to address the issues you’re currently struggling with.
Gather the information your new provider will need
If your new provider is going to assume responsibility for the management of your infrastructure, they’ll need to be provided with a number of login credentials to grant them administrative access. Make a list of the admin login details for the following systems and services where appropriate:
- Web hosting services
- Website domain registrar
- Servers
- Firewalls and Routers
- Software systems – both on-premise and cloud-hosted
If any of the above information is only known by your current provider you should make a request for it. You should also consider whether any of the devices you currently use fall outwith the scope of your current support contract, such as devices used for remote access. Make a list of these and include them in your new support plan to ensure all your devices are properly maintained and supported.
Then, gather together documentation that might help your new provider understand the layout and intricacies of your network. A network diagram can be extremely helpful in this regard, and should be provided along with a list of users and devices which enjoy elevated privileges. It’s also a good idea to gather together warranty docs, software license keys and even user manuals, just so you have them to hand should your provider require them in the future.
Have your new provider audit your network
It’s common for IT providers to offer a full technical audit at the start of a relationship, either as a standard feature of their onboarding process or even as a way of attracting new clients. If it’s not offered by default, request one. This will ensure that all your hardware is tested for performance issues and security defects, and that software misconfigurations and vulnerabilities are detected early on.
The results of this audit will allow you to work with your new provider to create an IT strategy, setting out an action plan for replacing ageing system components and upgrading IT elements that are struggling to cope with demand. This exercise will let you budget for IT projects well in advance, and help ensure that outdated technology doesn’t hold your business back.
Serve notice to your current provider
Examine your existing contract and serve notice to your current provider in accordance with your obligations. Unless your provider has committed a breach of contract it’s best to serve notice in line with your contract to avoid the possibility of legal reprisals.
We appreciate that doing this may not be easy, particularly if you get on with your current provider on a personal level, but you should never endure second-rate IT support as it could have a detrimental effect on the growth of your business long term.
Be sure to grant access to your premises should your provider need to recover any equipment, and if your current provider is hosting your infrastructure in their facilities make arrangements for its relocation.
Let your team know about the changes afoot
Involve your team in the process by ensuring they know why you’re switching IT provider and what the handover process will involve. Familiarise your staff with the new support ticketing process, distribute the new contact information and be sure to let them know the date from which your new provider will take over.
If the chance presents, introduce your new provider to your team face-to-face. This Can provide an opportunity for your employees to share any struggles they currently have with your IT and help foster the friendly, trust-based element that is so essential to any good business relationship.
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