What Business Results Should I Expect from Internal or Outsourced IT?

Sam Bloedow

In speaking with hundreds of business leaders these are the common expectations everyone has of their internal or outsourced IT group.

  • Responsive IT support- When my team is having computer issues, they need help fast so they can get back to doing their job.
  • Capable IT support- Capable IT staff who don't have to google the answer and are able to solve the issue without escalation or taking up a bunch of my staff's time on the phone.
  • After-hours IT support- My team does not just work Monday-Friday from 8am-5pm, I need my IT group to get my staff back working any time of day or night. 
  • Local IT support- When an issue requires an onsite visit, I need local IT support who can get there fast.
  • Monitor IT for outages- I want my IT group to call and inform me if we have a critical device or software offline.  I do not want to start the day having to inform them my staff cannot work.
  • Implement security patches- I expect my IT group is testing and installing critical security patches to eliminate known vulnerabilities in our software.  I do not want to hear it's our fault for not leaving the computers on at night.
  • Periodic meetings with my sales rep- Inform me what licenses need renewing each year and what hardware needs replacing so I can budget and purchase ahead of systems failing. 

When the IT group isn't delivering on one or more of these items, it often triggers a search for someone new.  While these are good sound expectations that all businesses should have of their IT group, these are the basics needed to maintain a reactive IT approach.  Here is the thing, I have yet to meet a business leader that spent money on technology so it could create additional cost in their business.  Yet the approach from 90% of IT groups is just that a reactive, sunk cost in their business. 

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You invested in technology to help you run a more profitable scalable business.  You need your IT group to driving value, creating a positive ROI for your business.  So, what results should you look for from your IT group to help you do that?

  • Prevent issues from happening- Eliminate ticky-tack issues so my people can focus on their work.
  • Ensure my business is secure- Verify and implement current security standards to keep my data and business protected from cyberthreats.
  • Increase staff productivity- Identify and recommend ways we can use all our technology better to reduce the amount of people time it takes to do our work.
  • Guide my entire technology spend- Take into account all the money I spend on technology hardware, business applications, internet feeds, everything, and make sure it is needed and all working in concert together, so I am not overspending.
  • Strategic IT leadership- Create and guide a forward-looking IT roadmap that aligns with my business needs and where we are headed over the next 3-5 years.

These results are only attained from a proactive IT approach.  While every business has different needs from their technology, fewer companies each year can remain competitive by continuing a reactive approach within the IT function of their business.  Be sure your IT group is spending the majority of their time proactively driving the right results to improve your business.

Choosing Managed IT Services



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