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Clients Hold the Right to Transparency from IT Service Providers

Feb 22 2015



Outsourcing IT support to a third-party IT service provider should be a positive transition, not one filled with uncertainty of losing control and insight of IT processes and support. Clients hold the right to require transparency from their IT service providers.

Relationships thrive when open communication enables information sharing and collaboration. For the client to keep up with the provider, they must be kept in the loop of decisions made on their behalf, and have constant access to their data and network. However, there is a reason IT support was outsourced in the first place: to focus resources on other business operations. The IT service provider must be able to perform its duties without being micromanaged; otherwise there would be no sense in outsourcing.

The key is to strike a healthy balance between decision involvement and trust. Here’s how that relationship can be forged and allowed to flourish.

Access to Management Platforms and Network Logins

A company may pass the reigns of their IT to the managed service provider (MSP), but by no means does the client want be kept from their own data or network information; the IT Service provider doesn’t own the client’s network, after all. The provider has no reason to withhold access to network login credentials and network management platforms. Allowing the client to view network health stay on top of current situations keeps both parties well informed. Mutual access also acts as protection in the event of interference in the business relationship.

Regular Network Reports

Outsourcing IT shouldn’t implicate a lack of interest in that department. A business owner would be well advised to view and understand network health reports, so as to monitor and understand the IT infrastructure. The provider should prepare these reports on a regular basis and answer any questions the client may have.

Strategic Planning

The network health reports are for more than just reading material. Compilations of network performance data can reveal valuable insight to the overall efficiency of a client’s network. It may identify holes in service and point out where upgrades or downgrades are needed. The provider and the client can establish goals to align with the IT roadmap and plan for an IT service strategy that meets goals needed for growth.

When the client and its IT support staff come together to achieve a concentrated set of goals to enable company growth, the company can escalate its place in the competitive marketplace with a technology plan that works for them.  Contact Greg Pack at PGH Networks to talk about how a managed services provider makes technology work in your favor. Call him at 724-888-7007 or email gpack@pghnetworks.com.

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