Deciding to outsource an IT function such as your service desk can deliver some significant benefits to your organisation. That said, the choice of partner is critical. So what are some of the things you need to consider?
OK, confession time. I have made some bad decisions. I think everyone has at some time in their lives/careers! I remember when I was starting out in IT management, and made a (particularly) bad recommendation (in fact it ended up as a purchase). Why? I had done the research, the checks, and then made the best decision with the information at hand at the time. But the issue was, I took everything the supplier said on face value, and also, didn't know some of the right questions to ask.
With hindsight, it was easy to look back and say "I wish I had asked them that during the selection process".
Maybe that is why I love checklists. Sure, you can ignore the 90% of things on the checklist that you already know or have done, but there is that one, or maybe a few, things that you will pick up that will mean the difference between a good decision, and a nightmare engagement.
If, like me, you are also 'checklist' person, I can save you the pain of reading my ramblings below by just downloading the IT outsourcing checklist!
Still here? OK, here is my version of some of the important areas to check into before pushing the 'Go' button on service desk outsourcing.
- The Service Levels
- The Company
- The Toolset
- The Teamwork
- The Contract
1. The Service Levels
2. The Company
3. The Toolset
4. The Teamwork
That is a big plus -- with all the ticketing, and workload, and interaction in one place this simplifies getting a view of the overall IT service being provided, including workload, and Service Level compliance.
5. The Contract
So that’s it. My (personal) 'things you should consider' list for outsourcing your service desk. There are lots more, I am sure, and you may need to add or modify these considerations to your own scenario and business needs.