Potential Problems in Outsourcing IT Support Services

Potential Problems in Outsourcing IT Support Services can be identified early and should be addressed before it is blown into a big problem.

IT outsourcing problems

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

Common Frequently Asked Questions (FAQ) When Considering to Outsource IT Support Services