How outsourcing IT maintenance can improve the user experience

Over the past few years, we have seen the IT department shift away from a pure provisioner of technology to a service provider, delivering business enablement to a wide range of users and stakeholders.

For many organisations, this transition has been a source of contention. We have moved away from IT as the centre of knowledge for all things technical to a user-driven, everyone is an expert scenario. When technology evolved into a boardroom issue the number of vocal stakeholders increased, as did the pressure on IT to deliver service excellence.

So, the goalposts for IT have been moved. Whilst there remains an element of utility (consuming computing power, storage and applications), there has been a significant shift in KPIs. Keeping the lights on is always going to be a priority, but hardware maintenance has taken a back seat with the increase in user-owned devices.

New services and solutions are judged by how they impact on the user experience, rather than how easy they are to integrate with legacy systems. The new user isn’t that interested in how it works or how complex the system is; provided it’s simple at the point of use.

As the pressure to perform increases, IT can sometimes fall foul of short-sightedness. Managing day-to-day tasks can become all-consuming and, if the new stakeholders don’t feel like their needs are being met, they can start painting outside the lines themselves.

We’ve touched previously on the warning signs that your IT might not be fit for purpose; and a struggle to maintain essential service levels is one of the big ones. The knock-on effect is a department that doesn’t get the time to make the most of their investment in technology and feels that systems management has become a burden.

If it’s a burden, set it down. Let someone else take care of the day to day management, so you can concentrate on adding value to the user experience and the business as a whole. Managed service providers are there to do just that; they will manage, monitor and maintain your IT infrastructure to a closely controlled SLA.

Just remember, not all managed service providers are the same. They will come from a variety of backgrounds and will have their own strengths and weaknesses, their own way of engaging with customers and their own value-add propositions.

In a future article, we will go into more detail about what to look for in a managed service provider and some key questions you might want to ask.

In the meantime, if you would like to find out more about the benefits of migrating some, or all, of your IT workload to a managed service, visit: https://www.oni.co.uk/solutions-services/assure-services/ call us direct on 01582 429 999 or email getintouch@oni.co.uk