Seven Key Questions

Ensuring all of your IT requirements are taken care of by the right organisation is a very important decision to make and here at BCS, we understand that. We work alongside our clients, as an extension to their organisation. Here are seven key questions to consider when looking for or reviewing an IT partner:

Do they have clearly defined delivery areas which can be explained?
What are their delivery areas? Are they limited to just helpdesk and procurement? Have they mentioned implementation of best practices, documentation of the network and the technical account management role?

Do they have 1st, 2nd and 3rd line engineers or defined roles for providing their delivery areas?
Helpdesk is only one aspect of IT support. If they don’t have people at all levels, how confident are you that they can deliver?

Describe the process of a support request goes through from start to finish?
The model answer would look like – “A support request is made, a ticket is created in their ticketing system, an acknowledgement is sent to the client, an engineer is assigned, the ticket is worked, the ticket is closed, a notification is sent to the client informing them of the status and there is a follow-up to ensure quality control.”

Describe the process for keeping us informed about the general status of our network?
Do they send you automated reports or will someone meet with you on a regular basis?

Describe the process you use to ensure our network is compliant with industry accepted best practices?
This should be a documented process that is completed at frequent intervals.

How frequently will an inventory of our technology assets be reviewed and updated?
It is important that they are doing it without you having to prompt them.

Describe the process you use to keep our network documentation current?
Do they have a process to regularly review and update it?

Our team of friendly and knowledgeable ninjas are here to help, 24/7, 365 days a year. Please call us on 01843 572600 or email hello@365itsupport.co.uk if you would like any advice on how you can best review or find your new IT partner.

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