IT support services is one of the popularly demanded IT services. Initially companies were handling IT support needs, with the help 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 handle the growing number of IT support issues. On the other hand, there were budgetary constraints for recruiting additional headcount. There was an incremental increase of IT support issues that needed immediate attention. This lead to sudden increase in the demands for IT business support services. Checkout Computerease Chicago.
Companies typically expect the service provider to enhance the capabilities of IT support center. Organisations with multiple presences across the globe will expect the service provider to help them with setting up a Global Delivery Center or improving their existing Center. In the earlier case, it is preferable to look for a vendor who transacts business in the same region as the company. In the latter case, it is important to choose a player with global presence.
There are several important factors to be considered before selecting the service provider. Some of them are track-record, expertise to provide break-fix support. Another important aspect is the ability 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 work with vendors who provide round-the-clock service. The processes of the service provider are also an important aspect.
It is also important to assess the company’s capability in terms of servicing IT support center or Global Delivery Centre, (depending on the requirement). Companies have not only been able to improve the quality 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 reduce costs. However, over a period of time, they were able to 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 existing levels of service.
The vendors are also conducting lots of internal process improvements to provide better service to companies. Therefore it is also a good idea to evaluate vendors who are constantly improving their service-levels. In this manner, they will be able 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 conventional outsourcing model. However, it has proved to be unreliable, in the present context. An alternative is the co-sourcing mode of engagement. In this model, the resources of the supplier will work 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.