11 Vital Mistakes to Avoid When Outsourcing an ITSM Solution

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Companies recognize the importance of technology in streamlining business processes. In the past, it is a rarity to find IT service management solutions that are scalable and customizable.

Today, many companies can outsource IT Service Management (ITSM) solutions to fit their core business needs. The market for ITSM is growing. The most recent study states that the market will make a big jump from the projected 2019 revenue of $1977.1 million to $3124 million in 2024.

However, choosing the provider for ITSM solution has to be done meticulously, so that you can find the aptest solution for your business needs and the best team to support your company’s IT department.

Here are some of the essential things you should avoid.

1. Failure to clearly define the project

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Tech support is critical for businesses operating in the tech sector. When outsourcing services, you’ll get the solution tailor-fit to your needs if you have clear ideas and a full understanding of your purpose for outsourcing your ITSM solution. You’ll be able to estimate the skills, hours, and cost of the project when the scope includes all the details.

2. Not knowing what outsourcing does to the company

Many business owners still think that outsourcing services mean the service provider will do everything for them. They do not understand that they can get the most out of the service provider when they clearly define the division of tasks. The company should have a list of the tasks they should do and the tasks that they will assign to the service provider. The company should define the skill sets they need from the provider. Likewise, they should decide if they want the provider to do the tasks online or assign an outsource team to the company.

3. Failing to check the provider’s credentials thoroughly

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The provider’s credential is one of the top factors you should consider. If you have a shortlist, ensure that you interview each one before making a choice. See to it that the provider is trustworthy. The team you hire will be your business representative who will be attending to your customers.

4. Lack of communication

Constant communication is essential. You should not hire a provider and expect them to deliver. You need to give them directions, monitor their progress, and provide them with feedback regarding what you like and what you do not like about their work. You should receive status reports, so you know what is going on.

5. Failure to define KPIs

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The success of outsourcing services depends on the structure of your governance strategy so you can establish good relationships with your provider. If you do not set your metrics/KPIs, your provider will not know what you expect from them, which could lead to an unsatisfactory business relationship and under-delivery of expected services.

6. Under-preparation

When you’re encountering challenges, do not think that outsourcing is the immediate solution. Study the problem and see if outsourcing the service will give your company the desired advantages. Remember that some employees are resistant to change, so see to it that you plan to introduce outsourced services while making your employees understand that you want to maximize and use their potentials.

7. Losing sight of what’s essential for the business

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It is easy to go overboard when you see an ITSM tool with all sorts of features. Think of the features and services that your business needs. It is essential to look for a flexible and adaptable ITSM solution like SysAid that can integrate and streamline all the services you need. Many ITSM solutions have all sorts of features that may not be useful to your business at all. You should not lose sight of your objectives when you decide to outsource your ITSM. Always keep in mind your plan for automation, and the value of the ITSM to your business.

8. Forgetting about security

When it comes to corporate security and privacy, companies large or small should have security as the top priority. The business owner should ensure that the ITSM provider is trustworthy and willing to sign a non-disclosure agreement. The company should weigh all advantages between hiring a local provider or an offshore provider, to make sure that your company avoids the risk of data loss or data theft.

9. Becoming too eager

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Being too eager is connected to a lack of preparation and failure to define the actual needs to outsource ITSM. During the adoption phase, it is better to utilize only the processes and tools that the company needs right now to attain the business value KPIs and the target ROI. Taking small initial steps helps evaluate the solution, which the company can use to implement additional changes and improvements later.

10. Over-customizing and over-engineering the ITSM platform

There is always the risk of customizing and engineering the ITSM solution too much during the integration phase. Over-customization makes the platform difficult to maintain. It may have all the bells and whistles, but if most of the functions are not usable or necessary to enterprise automation, the ITSM does not serve its purpose.

11. Dismissing the role of the outsourced service provider

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Some companies think that outsourced service providers are just there to provide the services the company requires. What many organizations fail to grasp is the fact that the ITSM provider is the expert. The provider has the training and the knowledge about the product to integrate it properly into the client’s system to ensure automation.

Understandably, the company thinks that the outsource service provider does not fully understand the priorities of the company. However, they have to trust the service provider to customize the program to fit their needs. The provider follows the requirements, according to their request for proposal or RFP. Their experience working with clients with the same objectives and requirements are invaluable sources of information in developing the right integration plan.

Outsourcing an ITSM solution is vital, but be sure that it is going to complement your entire business process to ensure success.