When we sit down for the first time with a prospective client, it’s not uncommon for them to ask about response time and 24/7 IT support. These have really become standard deliverables that when not included can be a reason to cross that IT provider off your list of potential options. The executives asking the questions have concerns about their current IT support situation, and the real need they’re trying to meet is usually the symptom of a much bigger problem.
Symptoms of a Much Larger Problem
Too often there are just flat out too many IT issues that are creating noise and chaos, ultimately stealing productive work time from staff. So many people in this situation decide that they need to make an IT change because they think they must have the wrong vendor or internal staff, and maybe a company who is larger or has more certifications or has been in business longer is going to be the answer.
Unfortunately, making a change based on those criteria alone will probably not provide long term solutions. Cracks in what they deliver will develop, and it will become evident that the root cause hasn’t really been dealt with, and they’ll be back where they started in the first place.