IT support services is one of the popularly demanded IT services. Initially companies were handling IT support needs, with the aid 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 didn’t suffice to deal with the growing quantity of IT support issues. On one other hand, there were budgetary constraints for recruiting additional headcount. There was an incremental increase of IT support issues that needed immediate attention. This cause sudden escalation in the demands for IT business support services.
Companies typically expect the company to boost the capabilities of IT support center. Organisations with multiple presences across the world will expect the company to simply help them with establishing a Global Delivery Center or improving their existing Center. In the earlier case, it is better than look for a vendor who transacts business in the same region since the company. In the latter case, it is important to select a person with global presence.
There are many important factors to be viewed before selecting the service provider. A number 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, regardless of their core-business (IT or non-IT). Therefore, they prefer to utilize vendors who provide round-the-clock service. The processes of the company will also be an important aspect. IT Support
It can be vital that you assess the company’s capability when it comes to servicing IT support center or Global Delivery Centre, (depending on the requirement). Companies have not just had the oppertunity to boost the quality of their services, but phenomenally save on costs and enhance the customer-satisfaction levels. Cost-cutting has become inevitable in the post-recessionary scenario. Therefore, companies have preferred IT support services because of their ability to reduce 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 turned into a mainstream IT service. There are plenty of expectations and hence service providers are constantly introducing new offerings and improving the existing levels of service.
The vendors will also be conducting lots of internal process improvements to provide better service to companies. It is therefore also recommended to evaluate vendors that are constantly improving their service-levels. In this manner, they will be able to exceed the expectations of companies.
The proper mode of engagement can influence the success or failure of the service. As an example, many organisations still prefer the standard outsourcing model. However, it’s proved to be unreliable, in the present context. An alternative solution may be the co-sourcing mode of engagement. In this model, the resources of the supplier will continue to work in the premises of the business availing their services. This ensures business control and helps the members of in-house IT team to execute better.