IT support services is one of the popularly demanded IT services. Initially companies were handling IT support needs, with assistance from 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 didn’t suffice to handle the growing number of IT support issues. On another hand, there were budgetary constraints for recruiting additional headcount. There was a small increase of IT support conditions that needed immediate attention. This lead to sudden increase 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 greatly help them with setting up a Global Delivery Center or improving their existing Center. In the earlier case, it’s better than locate a vendor who transacts business in the exact same region as the company. In the latter case, it is important to choose a new player with global presence.
There are several 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 capability to provide out-of-hours support. Many organisations today provide 24/7 services, irrespective of 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 company are also an important aspect. Computer repairs
It is also very important to measure the company’s capability with regards to servicing IT support center or Global Delivery Centre, (depending on the requirement). Companies have not merely been able to enhance the caliber 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 because of their ability to cut back 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 are also conducting plenty of internal process improvements to offer better service to companies. So it will be also recommended to judge vendors that are constantly improving their service-levels. In this manner, they will be able 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 traditional outsourcing model. However, it has turned out to be unreliable, in the present context. An alternative is 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 perform better.