04/ 07/ 2006
by Brian Vaughn
Five tips for selecting an outsourced IT firm for your business
Small-business owners face a variety of challenges. One of the biggest is technology hurdles. Whether a business is just starting out or managing its growth by building onto its information technology infrastructure, there’s a lot to tackle. E-mail servers, Web sites, desktop computer stations, LANs, WANs, firewalls, virus protection––the list can seem endless and confusing. But one thing is certain: Business grinds to a halt when your computers stop working, making technology a vital force to be reckoned with 24/7.
When faced with a small or nonexistent IT staff and a limited budget, how can small companies realistically manage and maintain technologies in their workplace? Many businesses are turning to a new breed of third-party network support and managed services providers that can manage their IT networks for them for a set monthly fee. Such one-stop providers handle everything from on-site and remote Help Desk support to data backup, network monitoring, Web hosting and firewall security.
While consolidating your IT components through one provider brings convenience, affordability and peace of mind to many small firms, outsourcing can be a big step for a company. And once your business does decide to outsource its network support or business applications, you're only halfway to the finish line. Arguably, the most challenging part of the process is identifying a third-party vendor and ensuring that this outsourced “provider” is truly an outsourced “partner.”
To guide your own search process, consider the following questions.
- Does the vendor offer proactive, preventative maintenance? Avoid vendors that specialize in reactive service. A good managed services provider should be constantly engaged in preventative maintenance of your network, including backing up data, updating anti-virus definitions and checking firewall log files for intrusions, removing and restricting spyware from PCs, and so forth.
- Does the vendor offer 24x7 capabilities and guaranteed response time? A provider that does not offer these services usually isn't worthy of your consideration. Look for 24x7 network monitoring and on-call emergency service with a money-back guarantee that engineers will call or visit you within a set time frame.
- Does the vendor assign you to dedicated engineers? Unfortunately, some providers offer “musical chair” service, where you work with a different engineer each time you call for help. Instead, seek a vendor that assigns you to a dedicated team of consultants who know your company’s network inside and out.
- Who are the vendor’s other clients? Does the vendor have experience serving other companies like yours? First, ensure that the provider understands your industry. Can the company cite best practices or trends that might work for your firm? In addition, note the size of the company’s other clients. If you have a staff of 10, and the provider’s other clients are Fortune 500 companies, you may be overpaying for services that aren't ideal for smaller organizations.
- Does the vendor offer detailed account documentation? Insist on a vendor that provides detailed and itemized invoices. Better yet, look for providers that offer real-time access to your account activity and history. Some providers offer customer Web portals for viewing billing information, product purchase history, and work performed on the company’s network.
As you conduct your search, remember that reputable outsourced vendors will offer your company a free needs assessment prior to beginning an engagement. The best approach involves reviewing these assessments carefully and conducting a careful critique of your prospective partners. And when you finally make the right decision, you'll find that maintaining your company’s IT infrastructure can be as easy as paying an affordable monthly fee.
Brian Vaughn is executive vice president and chief business officer at Rockville, Md.-based Dataprise, Inc. (www.dataprise.com), an information technology services company specializing in network support and managed services for small and medium-size organizations. Contact him at bvaughn@dataprise.com.
