Factors To Consider While Outsourcing IT Support Services


Businesses are always on the hunt to introduce teams of knowledgeable professionals. In the first world economies, finding executives with pride in their skills and the abilities to execute as needed exist but are not abundant. The individuals can come with limited mastery of relevant skills and high costs to the company. How do we introduce capable professionals to an organization without drastically increasing overall and long-term expenditure? By capitalizing on globalization and introducing international partnerships. Introducing the concept of outsourcing business process could mobilize your organization in a way conventional, local techniques are likely unable to. So, this blog will discuss five factors to consider when outsourcing support services to facilitate a smooth integration between your IT service provider and your organization.

Factors To Consider While Outsourcing IT Support Services

What Is Outsourcing?

Globalization has changed the way businesses interact with each other. International markets have revealed opportunities for better investments and better returns. As a result, geographical limitations are no longer the reason for restrictions on optimized performance. 

Outsourcing describes a mutually beneficial partnership between a local company and a third party, and an offshore establishment. The objective is to delegate a portion of business activities to a reliable source internationally. A legal agreement is undertaken for service delivery and the concerns stop there. Businesses can focus on internal activities while their project requirements are addressed by a team of professionals well versed in executing what is required.

The global outsourcing market is of worth  USD 92.5 billion. The opportunities for enhanced business activities may be casting a wider net. 

What are Support Services?

Support services cover a wide range of business activities. In general business terms, support services describe activities that are complementary to day-to-day running to generate revenue. These include HR, Logistics, IT, Administration, and Finance and accounting departments.

In an IT context, there are three main categories of support services. These are;

Managed IT: 

Consider most businesses do not have the infrastructure or investment capabilities to run a full-fledged IT department but are in dire need of one. Managed IT services let you pick and choose the services your organization needs based on requirements and finances. There are three levels to managed IT services.

  • Low Level: Provision of basic IT services, including system monitoring and software application.
  • Mid Level: More complex IT service provision on top of the foundation support. 
  • High Level: Comprehensive support and service access include mid-level and low-level services. Network support, data analytics, and other high-end IT services are added. 

On-Demand IT

This is one of the most popular kinds of IT support. On-Demand assistance revolves around reaching out for help only when needed. There is no need for a monthly fee and technical assistance is offered when issues arise. IT support on demand is a great option for businesses not looking to increase their long-term commitments. It is convenient and offers an immediate problem-solving mechanism when businesses detect concerns. 

Cloud Services

The global cloud market is worth over $330 billion. There is a growing migration from traditional server architectures and services to the convenience of cloud computing. As a result, organizations across the globe can maximize their business from any geographical location with service provision that moves with your business. 

Factors To Consider

Before you commit to outsourcing any support services, here is what you should consider;

The Professional Value of The Firm

Other than cost, the other main factor that should guide your decision-making process should be the expertise offered by the outsourced business. Ensure the employees concerned with your project bring the required skills, knowledge, and expertise to the table. Look at certified professionals to avoid inadequate performance.

Additionally, consider firms that offer strong data backup and recovery services. If there are any concerns with hardware or software, businesses providing support services in an IT field should be comprehensive. It does not make sense to hire another company to do the same at additional costs. 

Corporate Culture and Morale

When organizations move part or entire IT or other business functions to an offshore company, employees may not feel positive about it. It may appear as the rejection of in-house capabilities and action against their seemingly inadequate skill set. Additionally, it may encourage fear of easy replacement. 

Ensure decisions are comprehensively communicated across the organization. Outline all the reasons, short and long-term benefits, and the impact on the business to the employees. If any structural changes are going to occur, offer this information transparently. 

Control over Operations

When you outsource activities to international organizations, you tend to lose complete control over how tasks are executed. You depend on information relays from the business to keep tabs on progress and are dependent on the offshore business for updates. 

Decide what services you are comfortable with handing complete reigns over. For example, there could be smaller functions like a helpdesk or support and retain control over the important functions. Carefully decide where you need to maintain full control and create a framework of operations you are comfortable leaving with a third party before making the decision. 

Communication Capabilities

Outsourcing is heavily dependent on fluid lines of communication between the organizations. With support services, companies rely on quick and easy access to professionals and information for fast remedies. 

When hiring third-party service providers, ensure they have clear practices to overcome communication barriers and enable swift data exchanges. Account for time zone, language, background, and cultural changes.


Information exchanges between both parties involved are non-negotiable. Successfully executing a project may require access to more information than an organization is willing to provide e.g., customer information or financial figures. However, these details may be critical for better service provision. 

Before agreeing with support service providers, ensure you are aware of the data requirements needed. 


Support services are critical to remedying concerns with on-site day-to-day activities. A breakdown in communication or service could cost the organization deals and, in more dire cases, its reputation as well. Exercise caution when taking on an offshore partner. There are several factors to consider when outsourcing support services. After a comprehensive decision-making process, if outsourcing is right for you, ensure your agreement is transparent and ironclad. 



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