Advice on how to handle the move to a service desk from a vendor
If you’ve made the choice to outsource your IT service desk and are feeling a bit of buyer’s remorse, don't. A Deloitte study on global outsourcing found that 72 percent of respondents have turned to IT vendors for service desk support. So, in outsourcing IT, you're in good company.
If you’ve chosen well, you’ve got an IT partner who is experienced with onboarding enterprise clients and your implementation will run smoothly. Here are some things that you and your IT team can do to prepare for what’s ahead.
1. Get Your New Service Desk Team Up to Speed
It’s important to understand that all outsourced IT vendors operate differently. Most will create a custom plan based on your unique business and IT needs, and therefore will have different goals and expectations 60, 90, or even 120 days into their assignment. In order for your vendor to effectively impact your business, you need to set them up for success.
Your outsourced IT team will need access to your systems, documentation, and any programs you currently use to manage your internal technology. The more information, data, and access you grant the vendor up front, the quicker they will be able to understand your business and its needs.
2. Be Patient While Your Service Desk Vendor Learns the Ropes
Just like your internal team didn’t learn your unique systems and processes overnight, neither will your outsourced team.
However, you can assist by instructing your internal IT team to coach their outsourced counterparts through the learning process. This includes letting them know to be ready for multiple questions daily, some missteps (they are human, after all), and some interruption to their workflow due to the demand on their time to train your new vendor. There will be some downtime – that is unavoidable. Just be patient while your vendor gets up to speed.
It may take some time to recoup some of the upfront investments you made when hiring your outsourced IT vendor. However, consider some of these immediate financial benefits of outsourcing IT to put your mind at ease during this transition period.
3. Remember Data Collection Takes Time
The service desk you’ve hired is very powerful and brings with them the ability to significantly improve the process and productivity of your IT operations. However, they need to collect enough data before they are able to add a lot of value to your business.
As with getting the team up-to-speed, have patience with the data collection. Generally, by month three we typically see the ability for the outsourced service desk vendor to actively recommend changes and adjustments to improve your system. If you can give your team a good 90 days to ramp up, you’ll most likely be pleasantly surprised by the results.
CompuCom Can Help
If you're looking for a service desk provider, CompuCom was just named a Gartner Leader in managed workplace services for the 16th year running, currently supporting 6.5 million users and over 8 million devices.
Contact us today to learn how we can accelerate your business.