Potential Problems in Outsourcing IT Support Services
-
Slower Response Time for Onsite Field Visit leading to Employee Downtime
- How to Overcome?
- Have Multi-Tier Onsite Site Visit Costing On depending on level of urgency
- Same Business Day with 2 hours or 4 hours
- Next Business Day
-
Poor Working Relationship
- How to Overcome?
- Low Engineer Turnover.
- Fixed Assignment of 2 Engineer (Primary and Secondary)
- Use Local Engineers (same culture background, ability to speak the same language)
-
Business Liability in term of Data Control and Privacy
- How to Overcome?
- Sign NDA (Non-Disclosure Agreement) with IT Outsourced Service Support Vendor
- Avoid Conflicts of Interests – avoid assigning engineers serving customers in the same industry or trade.
-
Lack of Priority
- How to Overcome?
- Define SLA (Service Level Agreement) clearly in the IT Outsourced Service Support contract or agreement
-
Lack of Continuity
- How to Overcome?
- Maintain Clear and Concise Documentation
- Logical Network Diagram with Network/Internet Connectivity
- Labeling of IT Assets
- Physical Server Rack
- Inventory of IT Assets (Hardware/Software/Subscription/Contract/Agreement)
- Purchase Invoice
- Purchase Date
- Warranty Period
- Expiry Date
- Summary of Login Credentials to IT Assets
- Backup/Restore Schedule
-
Lack of Standardization
- How to Overcome?
- Maintain SOP (Standard Operating Procedures) for
- Onboarding/Departing Employee
- IT Equipment Naming Convention
- IT Support Escalation
- IT Support Process
- IT Procurement
