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 take care of the growing quantity of IT support issues. On another hand, there were budgetary constraints for recruiting additional headcount. There is a slow increase of IT support conditions that needed immediate attention. This result in sudden upsurge in the demands for IT business support services.
Companies typically expect the service provider to boost the capabilities of IT support center. Organisations with multiple presences across the world will expect the service provider to simply help them with creating a Global Delivery Center or improving their existing Center. In the sooner case, it’s preferable to locate a vendor who transacts business in exactly the same region since the company. In the latter case, it is important to choose a player with global presence.
There are numerous important factors to be looked at before selecting the service provider. A number of them are track-record, expertise to supply break-fix support. Another important aspect is the capability 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 work well with vendors who provide round-the-clock service. The processes of the service provider may also be an important aspect.
It can be very important to gauge the company’s capability in terms of servicing IT support center or Global Delivery Centre, (depending on the requirement). Companies have not only had the opportunity to improve the grade of their services, but phenomenally save on costs and increase the customer-satisfaction levels. Cost-cutting is now inevitable in the post-recessionary scenario. Therefore, companies have preferred IT support services due to their ability to cut back costs. However, over a period of time, they could realise other value-additions. In this manner, the popularity of the service has increased. Now, it has changed into a mainstream IT service. There are lots of expectations and hence service providers are constantly introducing new offerings and improving the existing degrees of service. IT Support
The vendors may also be conducting lots of internal process improvements to supply better service to companies. Therefore it is also a good idea to evaluate vendors that are constantly improving their service-levels. In this manner, they will have the ability to exceed the expectations of companies.
The right mode of engagement can influence the success or failure of the service. For example, many organisations still prefer the standard outsourcing model. However, it’s turned out to be unreliable, in today’s context. An alternative could be the co-sourcing mode of engagement. In this model, the resources of the supplier will work in the premises of the business availing their services. This ensures business control and helps the members of in-house IT team to perform better.