Outsourced IT Support Generates Value for the Enterprise

November 09, 2017 | Post by Matt Cormio | 0 Comments

Service Desk Enterprise

While outsourced IT support is often a necessity for small to medium-size businesses, large enterprises may overlook the value it represents. The fact that you have a qualified IT staff and a range of technical equipment at your disposal does not mean that continuing to manage all IT support services in-house is the best course for the future.

Much in the same way comparative advantage generates value, so too do large corporations derive value from outsourced IT support. Instead of assigning an in-house team to cover support tickets in a less-than-efficient way, you can have a dedicated, scalable workforce handle some or all of your IT support needs with optimal efficiency.

This frees up your IT department to focus on doing what it does best – managing and improving your core business via technology.

Outsourced IT support does not have to be risky

For most executive-level decision-makers in large enterprises, outsourcing help desk support may be perceived as a risk. The company fears that it will alienate its employees, both the current IT team and the thousands of employees who rely on their help each day.

There is also the concern that outsourcing automatically means providing services of poorer quality than their in-house team can deliver.

While there have been many high-profile cases of enterprises falling into this trap, new technology – along with the newer technological needs of your user base – dispels this risk.

The key to ensuring that your transition is risk-free can be expressed in a few simple steps: 

1. Customized Services 

You must rely on a provider who can offer you customized services. When it comes to outsourced IT support, many providers are hesitant to offer customized solutions because they are not sure they can handle the workload efficiently. 

They may be ill-equipped to deal with your particular communications platform, your proprietary software systems or unfamiliar with your business hierarchy. Whatever the case is, these companies try to mitigate gaps in their capabilities by offering some kind of uniform, one-size-fits-all service. While this can help improve the bottom line in the short run, it doesn't help your customers, employees, and partners really derive value from your IT support service. 

2. Hire for Security and Trust

Customized services created for the way your company operates ensures a level of security and trust between you and your provider. You’ll know that your IT support team is qualified to run the system for you. You can rely on them to resolve issues, update software, and deliver dependable solutions in a more flexible manner than your in-house IT team can. This frees up your current IT team to focus on more strategic initiatives rather than daily low-level fire-fighting.

3. Learning Your Environment

For outsourced IT support to be valuable, it should  feel like an organic extension of your IT environment, so much so that employees requesting help should not be able to tell they are getting support from an outsourced IT support team. Outsourced agents must be trained and certified on your IT environment, which may include compliance regulations and reporting requirements.

According to Deloitte, most large companies outsource in order to cut costs and enable greater focus on their core business. At the same time, three out of every four companies feel confident about their outsourcers' abilities to comply with industry regulations.

Customized Outsourced IT Support Provides Multiple Benefits

By using outsourced IT support, you can remain on top of data regulations without having to implement broad, sweeping corporate policies to do so. You need only choose a trustworthy provider that can demonstrate compliance. Your company can focus on its core products and services, freeing up technical teams to focus on what they do best – use technology to drive your business forward.

Did we miss anything? Let us know in the comments.

The content and opinions posted on this blog and any corresponding comments are the personal opinions of the original authors, not those of CompuCom.

  • Matt Cormio's picture

    Matt Cormio

    Matt Cormio is Vice President of Service Experience Operations for CompuCom’s Service Experience Management business.

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