IT outsourcing FAQ

As a leading, global IT outsourcing provider we get asked many questions daily. We have compiled below some of them that we hope will help you make your IT outsourcing decision:

Why outsource Information Communication Technology (ICT) services?

Unless you are an IT or communications company, it is unlikely that ICT is a core competency for your business!

We strongly believe that you should outsource any non-core competencies, such as IT, Finance, Legal and Marketing. You can benefit from the expertise of others while you focus on your specialism.

What can I outsource?

You can outsource any function that is a non-core competency within your business!

In terms of IT, you can outsource either your entire technology department, or a single service such as service desk, end-user support, server maintenance, email management, application support, IT security, telephony system support, network management, hosting of servers, ICT projects etc. for example.

Does outsourcing IT means I lose control?

No, not at all!

We work with complete transparency, you will have 24×7 online access to your own personalised company portal, where you can monitor the status of any incidents, problems or changes raised across your business, with full reporting and access to a “live” person 24x7x365.

This in addition to regular face to face or conference call service review meetings, where all aspects of our service are discussed. Your outsourcing agreement will also include a Service Level Agreement which outlines the minimum service commitments you can expect from Cloud Business.

Can I outsource my entire IT department?

In short yes!

Your IT staff’s employment status is protected by Transfer of Undertakings (Protection of Employment) regulations, generally referred to as ‘TUPE’.

Will outsourcing save our company money?

In almost all cases, yes! If you already have an in-house IT team, then we can demonstrate cost savings over the medium to long term, and also the very short term.

Naturally, you will achieve cost savings through the transition of service delivery to a blend of both remote and desk-side delivery. For example, if you require extended service hours, then an outsourced service will allow you to achieve this at a significantly lower price point than recruiting the staff in house. Whether your IT department are over-loaded or not fully occupied, outsourcing may allow you to economise more effectively.

How quickly can I outsource my IT?

If your company is without IT support, then we can implement our services within a week.

If you are moving from another supplier, we typically transition the service during the month of the incumbent suppliers contract end. All parameters are customer specific and bespoke to your requirements.

Based on your recommendation, what should we ‘not’ outsource?

If you have a bespoke application that is vital to your business, you can consider keeping this service in-house.

If your ICT and communications systems are failing on a regular basis, you may expect an improvement project ahead of smooth service delivery.

How do I measure my IT outsourcing provider’s performance?

We have rigorous set of market leading service reports and measures to help you measure and monitor this service. This coupled with 24×7 access to a full reporting suite, regular face to face service and performance review meetings, regular communication.

You should also only consider service providers that attained industry recognised certifications in the specific discipline you are looking to outsource such as Service Desk. This ensures all aspects of the service is benchmarked against a rigorous set of pre-defined standards and the best in the world. The Service Desk Institute is one such organisation.

What other standard measures should we consider reviewing?

  • The availability of your critical applications, e.g. email, database, business line
  • How available is your network
  • The number of calls answered within service level
  • The ongoing reduction in problem calls being logged
  • Financial trends such as cash flow
  • A measurement of downtime.

Got any more questions? Please get in touch if you need further help.

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