Insist on Transparency From IT Service Providers

One of the things companies struggle with if they choose to outsource part or all of their IT service is the fear of losing control. Having a third party managing a company’s IT should not mean relinquishing control of, or visibility into, the IT infrastructure, however.

The relationship between a company and third party service providers works best when information flows freely and easily between the two parties. Therefore, it’s important that the client understand what the provider is doing on their behalf, and have ready access to information about the network.

On the other hand, the whole reason for outsourcing aspects of IT management is to shift focus towards the core business and let the 3rd party handle the ongoing support of the company’s IT. So how can a useful balance be struck? Here’s how a successful client/provider relationship should work.

Access to Network Management Dashboards

Service providers may take responsibility for clients’ networks, but they don’t actually own them. It makes sense for the owners to be able to view the status of their network – even if it’s in a “view only” mode.

Access to Network Login Credentials

There’s no justifiable reason why management personnel for a company would not have access to the network login credentials. It’s a safeguard against the provider going out of business, or if the business relationship becomes strained.

Monthly Network Health Reports

Even if outsourcing the IT service relieves the burden of day-to-day network management, the IT Infrastructure is a vital part of the business and management needs to be aware of the health of that part of the business through monthly metrics. And management needs to read those reports and understand them.

Periodic Strategic Reviews

The information contained in a quarter’s worth of monthly reports is extremely valuable. From this, trending data can indicate what parts of the IT infrastructure will need to be replaced or upgraded and when. Company goals set by management can also factor into the IT road map and enable the company to ensure their technology will meet their needs as they meet their growth goals.
When the relationship between a company’s management and their IT staff (whether it’s in-house or outsourced, or a mixture) is a partnership with common company-focused goals, then the company can truly leverage the power of technology to compete in the marketplace and prosper.

Clare Computer Solutions has long advocated this approach with our NetCentral managed service program, and our clients wouldn’t have it any other way. Contact us to get started with your free assessment.

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