IT support services is one of many 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 unable to service the IT support needs of the organisation. Increasing the headcount of the in-house IT team did not suffice to take care of the growing quantity of IT support issues. On one other hand, there were budgetary constraints for recruiting additional headcount. There clearly was an incremental increase of IT support problems that needed immediate attention. This cause sudden upsurge in the demands for IT business support services.
Companies typically expect the supplier to boost the capabilities of IT support center. Organisations with multiple presences across the world will expect the supplier to help them with establishing a Global Delivery Center or improving their existing Center. In the sooner case, it’s better than choose a vendor who transacts business in the exact same region since the company. In the latter case, it is essential to decide on a new player 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 offer break-fix support. Another important aspect is the ability to provide out-of-hours support. Many organisations today provide 24/7 services, aside from their core-business (IT or non-IT). Therefore, they prefer to utilize vendors who provide round-the-clock service. The processes of the supplier will also be an essential aspect.
It can be very important to measure 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 enhance 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 lessen 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 become a mainstream IT service. There are lots of expectations and hence service providers are constantly introducing new offerings and improving the present levels of service. IT Support
The vendors will also be conducting plenty of internal process improvements to offer better service to companies. Therefore it is also advisable to gauge vendors that are constantly improving their service-levels. In this manner, they will have a way to exceed the expectations of companies.
The proper mode of engagement can influence the success or failure of the service. For example, many organisations still prefer the standard outsourcing model. However, it has became unreliable, in the present context. An alternative may be the co-sourcing mode of engagement. In this model, the resources of the supplier works 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.