How Do You Measure the Success of Outsourced IT Support?

Measurement of Outsourced IT

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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