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The success of your IT environment doesn’t only depend on getting the right hard- and software at a cost-effective price. It also depends on the support services you get during the entire lifecycle of the chosen solution. Not only do you need technical support in case things fail, you also need to be able to react quickly to any changes in your business needs. Choosing the right IT service support provider is therefore nothing to sneeze at.
Commitments made by these providers can appear similar, such as 24/7 support all year round and fast turnaround times. However, IT support services are hardly a commodity and there can be vast differences between offerings. So how do you procure the right provider? Here are five considerations when selecting the one best suited for you:
- Hardware supply access
Fast turnaround times are crucial when dealing with IT failures. Considering that IT is an increasingly critical part of organizations, the time an IT service can be down before it becomes a significant cost burden is often extremely limited. If a system cannot be fixed on the spot, it needs to be replaced within time range specified by the SLA you have agreed on. Some IT support service providers however act as pure intermediaries between the client and the equipment vendors. If something goes wrong, they simply refer the client to the vendor’s service desk. Others, such as Inframotion, have direct access to replacements and spare parts, ensuring a faster resolution of incidents that require repairs. - Single point of service
Some IT support services providers specialize in certain types of IT solutions, while others only work with a limited number of vendors. But IT environments are increasingly mixed, meaning that systems that depend on each other don’t necessarily come from the same supplier. To make matter worse, each system might be covered by a different support desk. This makes it very likely that each desk will refer to another when you call them to solve a problem. It is therefore wise to choose a support service that encompasses your IT environment as a whole, or at least is able to cover the vast majority of solutions that you are using. For example, Inframotion can act as a single point of service, thereby streamlining your support processes. - Vendor (in)dependency
As mentioned before, some providers purely focus on specific technology vendors. While this is not necessarily a bad thing, it can become an issue when planning for the future. When new business needs arise, providers with just a few vendors in their portfolio can only offer solutions available at those suppliers, But these are not necessarily the solutions that are best for the customers. Service providers that are independent, however, can operate with the needs of the clients as their primary consideration. Inframotion fits into that last category, as we offer vendor support from virtually all major IT suppliers. - Geographical spread
Not all markets are equal. Vendors that are leaders in one country might be a fringe player or even totally absent in another. If your own operations are limited to one market and there are no plans to expand beyond borders, this might not be an issue. But any international venture will shake up things on the IT support front as well. Providers such as Inframotion facilitate this kind of expansion by offering services internationally. This provides you with a consistent level of support across all your locations, allowing you to focus on your core business. - Variety of support levels
The IT market is extremely dynamic. The needs of the business change constantly and so do the possibilities that IT offers. As a consequence, getting support services that fits your needs is a challenge. Providers differ in the support packages they offer. Some, including Inframotion, are even able to tailor it to your specific needs. Also keep in mind that if a provider offers a wider variety of support levels, they are more likely to cater to any changes in your IT environment if needed.
The bottom line
The ideal IT support service depends heavily on your specific business and organization. But because of our comprehensive portfolio and experience, Inframotion can act as a true one-stop-shop for your IT support needs. If you’re looking for a partner to help your business grow and improve, don’t hesitate to contact us. We are happy to assess your needs and provide a solution that best fits your environment.
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