If you've chosen to use a vendor for your IT service desk and are feeling a bit of buyer's remorse, don't. A Deloitte study on global outsourcing found that 72 percent of respondents have turned to IT vendors for service desk support. So, you're in good company.
If you've chosen well, you've got an IT partner who is experienced with on-boarding enterprise clients and your implementation will run smoothly. Here are some things that you and your IT team can do to prepare for what's ahead.
1) Get Your New Service Desk Team Up to Speed
It's important to understand that all IT vendors operate differently. Most will create a custom plan based on your unique business and IT needs, and therefore will have different goals and expectations 60, 90, or even 120 days into their assignment. In order for your vendor to effectively impact your business, you need to set them up for success.
Your vendor's IT team will need access to your systems, documentation, and any programs you currently use to manage your internal technology. The more information, data, and access you grant the vendor up front, the quicker they will be able to understand your business and its needs.
2) Speed Up Your Service Desk Vendor Integration
It's important to instruct your internal IT team to coach their new counterparts through the learning processes. This includes letting them know to be ready for multiple questions daily, and some interruption to their workflow due to the demand on their time to train your new vendor.
3) Remember Data Collection Takes Time
The service desk you've hired is very powerful and brings with them the ability to significantly improve the process and productivity of your IT operations. However, they need to collect enough data before they are able to add a lot of value to your business.
As with getting the team up-to-speed, have patience with the data collection. Generally, by month three we typically see the ability for the outsourced service desk vendor to actively recommend changes and adjustments to improve your system. If you can give your team a good 90 days to ramp up, you'll most likely be pleasantly surprised by the results.
CompuCom Can Help
If you're looking for a service desk provider, CompuCom has over 30 years of experience. Contact us today to learn how we can accelerate your business.