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Topics: Outsourcing

IT support is one task commonly outsourced by businesses. The decision to outsource isn’t one you take lightly. In fact, business leadership might spend weeks or months deliberating the pros and cons of the course of action. 

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Yet, as much careful thought as you put into making the decision in the first place, you can’t always guarantee long-term success. What sounds too good to be true might ultimately be so. If you take these steps, however, you’ll be well on your way to IT support success over the long haul.

Take Your Time

The first thing you should do is take your time making a decision. Carefully review the case for outsourcing and compare it to in-house arrangements. Outsourcing is usually more advantageous, but all options should be considered. 

Next, you should review potential outsourcing partners. Who will provide your IT support? You want to get the best fit for your company’s needs. Review services and agreements. 

Never rush into an outsourcing agreement. Take your time to find the right partner for you.

Forward Thinking

You have a good idea of what you need right now. Have you thought much about the services you’ll need in the future? While it’s impossible to anticipate every future need, you should definitely think ahead when you’re outsourcing IT support. 

If you think about potential future services and the level of service you’ll need as the business grows, you can evaluate your potential outsourcing partners more effectively. One company may meet your needs today, but what about three years from now? If you’ll be on the hunt for a new provider in six months or a year, reconsider your choice! 

A couple things to consider are scalability and services. You may need to add more services. You might also need to ramp up your service level in order to support a growing business. Your provider should be able to keep pace.

Establish Clear Expectations

One of the best things you can do to secure long-term IT support outsourcing success is to establish your expectations right from the start.

When you hammer out the details of your service-level agreement with your provider, be sure to accurately lay out your expectations for how the service will be provided. What policies do you already have in place for IT support? What processes will your provider follow?

If you lay out expectations from the start, both you and the provider will have a clearer understanding of each other. If you don’t clarify processes, procedures, and policies, you’re leaving the door open for mistakes.

Review, Review, Review

Both you and your selected provider should be willing to review your agreement at almost any time during the contract. You may need to revise your level of support or add services.

You might also need to revisit your policies and procedures during the term of the contract. Since IT is a rapidly changing field, you may want to implement new security measures or overhaul your systems. If so, you need to inform your provider.

If you and your provider keep an open dialog, long-term success is almost guaranteed.

The Right Move

Outsourcing IT support is one of the best moves business leadership can make when it comes to making the IT department more efficient and effective. If you can check all of these points off your list, you’ll be well on your way to effective IT support over the long term.


David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

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