Outsourcing the management of IT
Alexander Muse , August 25, 2007
There are two types of IT outsourcing in the small and medium business space:
The first type is outsourced talent. This is the most common type, where by someone who works for the small or medium size business calls a third-party to fix various issues with the company’s computers, servers and/or network. This internal resource is often an office manager, COO or controller. Users within the company contact this internal resource when they need support and the internal resource must decide when or if to call the third-party. Most companies struggle with this model as their internal resource often lacks the technical skills to adequately manage technical resources.
The second type is outsource IT management. This is a newer model, often combined with flat-fee pricing models, where by a third-party company implements systems to allow them to interact directly with the network and the users. The IT communication and decision making is no longer handled internally, instead users are responsible for working with the third-party to report their issues. For most business owners the second type of outsourcing is preferable.
Outsourced IT management is not without its downsides. For instance, it is not uncommon for users to ‘blame’ technology. Instead of working to resolve their IT issues so that they can meet their business related deadlines they give up and only after they have missed their business objectives do they complain within their own management structure. Business owners who allow users to operate outside of the outsourced IT management model will eventually be forced to replace their provider. The next time moving back to standard outsourced talent or trying again with another outsourced IT management provider.
