Not all outsourced IT options are the same
Filed under: Managed Services, Outsourced IT SupportI thought the linked article below was interesting because it draws attention to the fact that not all cloud computing environments are the same.
In fact, as the author (David Linthicum) illustrates it is becoming more and more common for a provider to cobble together several different cloud computing environments to provide the customer a complete solution.
On the surface it’s not a bad idea, many of the business books that I’ve read support the notion that outsourcing non-core functions can free up people time and money that can be refocused on activities that contribute to an organization’s competitive advantage.
But it overlooks a fundamental risk. Outsourcing an application to a cloud operator cedes control. If the operator in-turn outsources part of the required infrastructure, it will also cedes some of its control. The net result is multiple points for performance issues and the potential for lots of finger pointing.
Outsourced IT doesn’t have the hype of Cloud Computing right now, but just like the cloud computing vendors in this article, many of the local outsourced IT providers in the Bay Area have sought out partnerships that allow them to offload functions such as help desk or routine server maintenance to other outsourced firms. Sometimes they even send the work off-shore to India or the Philippines.
And just like the cloud operators in this article, they are also creating multiple points in their delivery model that are ripe for error. It’s not a question of ability or capabilities; it’s a flaw in the delivery model that’s best illustrated by the saying, “Too many cooks in the kitchen.”
A leveraged approach forfeits one of the key benefits of an outsourced IT firm, namely is its ability to aggregate services such as help desk & network operations and then to take on sole responsibility for providing those services . Having complete control of the people, process and delivery technology eliminates the potential for finger pointing between software vendors, integrators and technology partners.
If an outsourced IT firm “partners” to provide reactive support, that means that some other firm has ultimate control over service delivery and it opens the door wide open to confusion and finger pointing. That’s why Endsight chose to keep help desk and network operations in-house. Its core to what we provide and it’s what our clients count on us to do for them.
The disposition of an Outsourced IT firm’s service organization is only one of the criteria that should be considered when evaluating a partner. I’ve included a link to a good article that list 14 questions to ask a potential technology partner.
If you’re considering your options for computer system support, we’d very much like to hear from you. The best way to evaluate Endsight would be to set up an on-site visit. To set up an appointment click here.
