Choosing an IT support provider can be a daunting prospect. With so many players in the market, the choice is bewildering, and there are so many factors to consider. We've created this guide to help you identify the most important factors to consider when choosing a partner for your IT support.

Business Focus

We mention this first because it's the most important factor by far. Do you feel that this IT service and support provider really understands your business? Do they know how you work, how customers find you, and how you meet their needs? Have they really got a handle on your internal processes?

You should be able to talk to your IT support companies in purely business terms. In other words, you should be able to explain the issues you face, or the outcomes you want to achieve, without even referring to software, hardware, or specific technologies. Your IT support partner should be able to build a bridge between your expressed needs and the technical details of their solution and explain their proposal in terms that you can easily understand.

Cultural Fit

There's more to business focus than just the nuts and bolts of operational detail. Cultural factors are important too. Will this IT support provider fit in? Remember, members of this IT service and support team will be visiting your premises, dealing with your staff, and possibly training them in how to use new software and hardware.

Quality of Proposals

If you're considering investing in IT, or an ongoing IT service and support contract, you'll want your potential provider to submit a written proposal outlining the approach they recommend. As you review it, here are some questions to consider:

Price and Value

Obviously, price is a factor in your choice of IT service and support partner. Obtain proposals from a few suppliers and compare prices between them by all means - but do make sure you are comparing like with like. If prices differ, look carefully at what is actually being offered. You need to get to the heart of the business value offered by each proposal, which usually means looking beyond the price and understanding exactly what will be delivered, and how it will support your business.

Breadth of Expertise

IT support is a broad church, encompassing a range of areas including networks, servers, email, mobile communications, backup, remote support, data storage, accounting and operational support, VoIP telephone systems, and more. The key point to consider is whether a supplier can offer you IT support in every area that's relevant to your business now, and in the future.

Accreditation

Qualifications from reputable third parties are an important indicator of a IT support provider's skill and application. Accreditations such as becoming a Microsoft Certified Partner are hard-won, only being acquired by firms who can demonstrate consistent, reliable skills and prove their knowledge with the products of a reputable brand.