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

Sam Bloedow
new mindset new results business results from internal outsourced IT

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 has 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 can solve the issue without escalation or taking up a bunch of my staff's time on the phone.
  • After-hours IT support My team doesn't just work Monday-Friday from 8 a.m. to 5 p.m. 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 tell 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 reasonable, 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 a reactive, sunk cost in their business. 

Read: 5 Questions to Ask When You Are Evaluating an IT Managed Service Company

You invested in technology to help you run a more profitable, scalable business. You need your IT group to drive 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 problems so my people can focus on their work.
  • Ensure my business is secure Verify and implement current security standards to protect my data and business from cyber threats.
  • Increase staff productivity Identify and recommend ways to use all our technology better to reduce the number of people and time it takes to do our work.
  • Guide my entire technology spend Consider all the money I spend on technology hardware, business applications, internet feeds and everything. Ensure it is needed and all are 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 for 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 spends most of its time proactively driving the right results to improve your business.

Choosing Managed IT Services



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