Companies spend lot of money and yet face quality issues in computer hardware maintenance. Many organisations complain of poor service by the IT supplier. Companies prefer to outsource computer hardware maintenance. Some of the reasons are that the in-house IT team members either/and do not have the expertise or the time to handle the issues related to computer maintenance problems.
There is a crucial factor to consider before engaging an IT supplier to provide computer maintenance services. Some organisations engage hardware support service providers who are experts in servicing the particular brand/brands of IT assets owned by the company. For instance, an IT supplier dealing with Dell products will offer services like 'Dell server support' and 'Dell hardware support'. Therefore, it is a good idea to engage these suppliers, if you are using Dell products. The advantage of engaging these suppliers is specialists' expertise in the particular IT asset/assets.
There are several other benefits of working with a service provider who services the specific brand/brands of IT assets used in your organisation. They can help in speedy execution of projects. Similarly, they can help in internal process improvements and build best practices. Their experience in dealing with the particular brand/brands of IT assets will be of help. They can also offer additional services like 'break-fix' and 'out-of-hours support'.
Other advantages include working across different hardware platforms. SLA compliance rates have been recorded at 95-100 % in many cases. Several business cases have proved this. Similarly, it is possible to save lot of money by engaging this category of IT suppliers. They can also train the in-house team to perform hardware maintenance activities, at a very short span.
The other bonus of working with these IT suppliers is flexibility and additional services. They can provide break-fix and hardware maintenance, both on a full-time and part time basis. Most IT projects fail because of poor maintenance. Hence, working with these IT suppliers helps to improve hardware maintenance standards and reduce downtimes. Improved hardware maintenance standards can lead to speedy execution of projects. This can improve the customer- satisfaction levels and help to win more deals. The profits will also increase! Spends on computer hardware maintenance can be reduced, easily. This will delight the top management, internal and external stakeholders!
Traditional outsourcing models have not been successful. There are also several other disadvantages like loss of business control. There is no accountability on the part of the IT supplier. Quality compromise is another danger. There also tends to be a compromise on quality, in an effort to reduce hardware spends. Moreover, the resources of the IT supplier may leave at a short notice. Hiring and training resources is very expensive. It is also time-consuming. This may delay projects, in the absence of proper back-up plans.
The co-sourcing mode of engagement is an alternative model that enjoys patronage by many organisations. In this model, the IT supplier's employees work with the members of in-house IT team. There is no loss of business control and the IT supplier can provide additional resources during the peaks of demand and also roll them back during the troughs of demand. Therefore, why not think of working with a co-sourcing partner to offer computer hardware maintenance services?