How Do You Measure the Success of Outsourced IT Support?

Scott Starost • Jul 24, 2018

If there’s one thing that is true of just about every company owner or HR department, it’s the fact that monitoring employees for success is very, very important. If you outsource your IT support team, how are you supposed to measure their success? Fortunately, there are a few ways to do just that.

How Quickly Do They Respond?

If you’ve ever had to deal with an IT team before, you’ll know that dealing with a team that is slow to respond is incredibly frustrating. As such, one of the ways to measure the success of your outsourced IT support is in the length of time it takes them to respond. If you usually hear back from them in 15 minutes or less, they are doing an outstanding job.

How Do Your Employees Feel?

Another great way to measure the success of your outsourced IT support team involves asking your employees how they feel about it. Are their issues being resolved in a timely manner? Do they experience frequent IT-related issues? If your employees contact IT support on their own when they experience problems, did they have a good experience overall? All of these questions can help you determine whether your IT team is living up to expectation and doing what you’re paying them to do.

How Long Does It Take to Solve Problems?

Another awesome measurement is the length of time it usually takes your outsourced IT support team to solve problems. Keep in mind that some unforeseeable issues (such as targeted viruses) can take quite a bit of time to overcome if they occur, but for the most part, it shouldn’t take more than two hours to resolve any IT-related issue. Your outsourced support team should be living up to that expectation each and every day, and if they’re really good at their jobs, they’ll be able to prevent a wide variety of problems before they even occur.

What Is The Communication Like Between Your IT Support Team and Employees?

An additional way to measure the success of your outsourced IT support team is the amount of communication between your IT team and your employees. In order for an IT support service to be successful, your managed IT service provider must be providing regular communication. This helps keep both your IT support team and employees informed and up to date about the progress and/or completion of IT requests. Or a simple check-in from time to time from your outsourced IT support provider helps also to keep the flow of regular communication moving along nicely.  An example of helpful tools to maintain regular communication is receiving a monthly report from your managed IT service provider or an IT team member may schedule a monthly or quarterly call to go over any IT concerns.

Are They Worth What You’re Paying?

Take a look at your service agreement and the promises your outsourced support team made when you agreed to use their services. Are they living up to their promises? Are they providing all of the services you were promised? Are the available when they said they would be available? As long as your IT team is living up to expectations, then they’re doing a great job – and you can consider that a success.

Are They Available When You Need Them?

IT issues don’t wait until normal business hours to occur. Your entire website could crash on Black Friday, or your servers could go down in the middle of the night. If your outsourced IT team is always right there for you, including holidays, weekends, and even the wee hours of the morning, then it’s safe to say that your team is successful. Having someone available to you in your company’s time of need is priceless.

You don’t need complicated KPIs and metrics to measure the success of your outsourced IT team. In fact, all you really need is your own experiences, your employees’ experiences, and knowledge of what they promised to do for you. If they’re meeting all of these expectations, you’ve made the right choice.

Editor’s Note: This post was originally published in July 2016 and has been completely revamped and updated for accuracy and comprehensiveness.

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Staying Ahead of Cyber Threats in Fort Wayne: A Guide for Local Businesses

05 Jan, 2024
In an era where digital transformation is at its peak, businesses are increasingly vulnerable to cyber threats in Fort Wayne, Indiana. With cybercriminals becoming more sophisticated, local companies must avoid these threats to safeguard their digital assets. As cybersecurity experts, SDTEK is dedicated to helping Fort Wayne businesses fortify their defenses against these ever-evolving threats. Understanding the Cyber Threat Landscape in Fort Wayne Like many thriving urban areas, Fort Wayne is home to a diverse range of businesses. The variety of enterprises here makes the city a vibrant economic hub, from bustling tech startups to established manufacturing companies. However, this diversity also makes the area a target for cybercriminals. The most common threats include phishing attacks, ransomware, data breaches, and malware. Small and medium-sized businesses (SMBs) are particularly vulnerable, often due to limited IT security resources. Recognizing these threats is the first step in building an effective defense strategy. Why Cybersecurity Matters More Than Ever for Local Businesses The consequences of cyber attacks can be devastating. They can lead to financial loss, damage to reputation, and legal implications if customer data is compromised. In today's interconnected world, the fallout from a security breach can extend far beyond the immediate damage, impacting customer trust and business continuity. Tailored Cybersecurity Strategies for Fort Wayne Businesses At SDTEK, we understand that there is no one-size-fits-all solution to cybersecurity. This is why we offer customized security strategies that cater to the specific needs of Fort Wayne businesses. Our approach includes: Risk Assessment: Evaluate your business's particular risks, considering factors unique to your industry and operational model. Employee Training: Empowering your staff with knowledge and best practices to recognize and prevent potential cyber threats. Implementing Robust Security Measures: This includes firewalls, anti-virus software, and secure Wi-Fi networks tailored to your business's specific needs. Regular Monitoring and Updates: Continuously monitor for threats and keep your security systems up-to-date to combat new and emerging threats. Best Practices for Cyber Hygiene In addition to tailored strategies, there are general best practices that every business in Fort Wayne can implement: Regularly update software and systems to patch vulnerabilities. Use strong, unique passwords and consider multi-factor authentication. Regularly back up data and store it securely. Establish a clear policy for handling sensitive data. Collaboration and Continuous Learning Cybersecurity is not a one-time effort but a continuous process. Collaboration between businesses and cybersecurity experts like SDTEK is crucial. We encourage Fort Wayne businesses to engage in local cybersecurity forums and workshops to stay informed about the latest threats and defenses. Conclusion In Fort Wayne, staying ahead of cyber threats is essential for the longevity and success of your business. By understanding the risks, implementing tailored strategies, and practicing good cyber hygiene, local businesses can significantly reduce their vulnerability to cyber-attacks. At SDTEK, we are committed to partnering with you in this journey, providing the expertise and support you need to protect your digital assets and thrive in a digital-first world. For more insights and assistance on cybersecurity solutions tailored for your Fort Wayne business, contact SDTEK . Your digital safety is our priority.

The Benefits of Cybersecurity Dark Web Monitoring for Business Owners

06 Dec, 2023
In today's digital landscape, cybersecurity is paramount to protect sensitive business information from falling into the wrong hands. As a business owner, you understand the value of securing your data and safeguarding your reputation. That's where dark web monitoring comes into play. What is Dark Web Monitoring? The dark web is a hidden part of the internet where illegal activities often take place, including the buying and selling of stolen data. Dark web monitoring involves scanning the dark web to identify any instances of your business's compromised information being traded or sold. By monitoring these underground networks, you gain valuable insights and can take immediate action to mitigate potential risks. Key Features and Benefits Real-time Alerts: Dark web monitoring provides real-time alerts, notifying you the moment your business's data appears on the dark web. This allows you to respond swiftly and take the necessary steps to protect your sensitive information. Comprehensive Coverage: Dark web monitoring casts a wide net across various dark web platforms, ensuring comprehensive coverage. It searches for mentions of your business, compromised credentials, financial information, and other sensitive data that may have been exposed. Access to an Expert Support Team: With dark web monitoring, you're not alone in the fight against cyber threats. You have access to an expert support team that can guide you through the process, answer your questions, and provide recommendations to strengthen your cybersecurity posture. Addressing Misconceptions Misconception 1: Dark web monitoring is only necessary for large businesses. Cybercriminals do not discriminate based on business size. Any organization, regardless of its scale, can become a target. Small businesses are particularly vulnerable as they often lack the robust security infrastructure that larger enterprises may have. Dark web monitoring is essential for all businesses, regardless of their size, to proactively protect their data. Misconception 2: Dark web monitoring is too technical to understand. While dark web monitoring may involve technical processes, the service providers are equipped to simplify the complexities for you. They will guide you through the setup, explain the monitoring process, and provide actionable insights in a user-friendly manner. You don't need to be a cybersecurity expert to benefit from dark web monitoring. Misconception 3: Dark web monitoring is expensive. The cost of dark web monitoring is a fraction of the potential financial and reputational damage that a data breach can cause. It's an investment in the security and longevity of your business. Additionally, many service providers offer flexible pricing options to suit different business needs, making it an affordable solution for businesses of all sizes. Conclusion As a business owner, the protection of your data is essential for the continuity and success of your organization. Dark web monitoring offers a proactive approach to cybersecurity, enabling you to identify and respond to potential threats swiftly. By leveraging real-time alerts, comprehensive coverage, and the support of experts, you can safeguard your sensitive information, maintain customer trust, and protect your business from reputational damage. Don't wait until it's too late. Invest in dark web monitoring to stay one step ahead of cybercriminals and gain the peace of mind you deserve. Your business's security is worth it.
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