Trend #3: IT Skill Shortage. The reality is that any business can build its own internal IT support team, if you are willing to spend enough and employ sufficient backup personnel so you are covered when you need to deal with IT staff resignations. 24 x 7 x 365 coverage can also be problematic. Your company may function as a basic 9 to 5 business, with everything shutting down after hours, but this is becoming more and more unlikely in today’s competitive business environment. But even if your business does close for the night and for weekends, who is and how are they updating business applications, cyber security software, equipment of all types? Any of this work performed during “normal business hours” is interruptive and can be costly. Your outsourced Managed IT Support provider should have that 24 x 7 x 365 team that can not only handle these situations when they cause the least disturbance, they will also be there for an employee who happens to want/need to access company files in the middle of the night while at home, traveling, visiting clients many time zones away, or even on vacation.
This is compounded by the problem that once you train someone in a new or expanded technology, that person becomes ever more valuable on the job market and you face an even greater risk of therefore losing that person. Outsource providers do, of course, face the same problem, though to a lesser degree, but this is significantly mitigated by the size of the team. If, for example, you have an in-house IT team of two and one of them resigns, you have lost 50% of your capacity. The managed IT support provider with a team of 20 that loses one, only loses 5% of its capacity. The outsource managed IT service provider is also in a much better position to properly train incoming staff members and provide ongoing training.
Your Managed IT Support company, while being an outsource provider for your company, may itself, outsource overnight and weekend support services offshore where a remote network operations center (NOC) can do all the behind the scenes managing, monitoring and maintaining of your IT network to ensure the highest levels of availability, security and mobility for your firm. Because these people are working during their daytime hours, they are more alert and work for lesser pay than those who work overnight, which translates to savings for your company.