IT Support – every organization needs it. In 2024, it’s as important as having a HR or Finance staffing. The crucial question that faces companies is: to outsource IT support or have it “in house” (an internal IT department)?
I have a unique perspective on this, as I’ve spent time during my career working both within an internal IT department AND as an IT coordinator with outsourced IT support to back me up. Thus, I’ve experienced both scenarios firsthand.
The common arguments for having in-house IT support is oft quoted as being cheaper, more predictable service levels, and familiar technicians. I’m going to deconstruct these arguments as well as provide additional reasoning why outsourced IT is usually in the best interest of the organization.
Although at first glance it may seem to be optimal to have in-house IT services and personnel, upon a deeper look it’s obvious that the benefits to outsourcing your IT are numerous and deserves serious consideration – weighing the pros and cons for your specific organization. It’s all about the Total Cost of Ownership.
Myth #1: Organizations have more control over their IT with in-house IT.
This is a common misperception. The reality is that although on paper there is more control via an in-house solution, but in reality it’s often the case that internal IT teams do not document or information share as well as they should. Outsourced firms are fastidious about documenting, since their client may switch providers without warning. Organizational leaders therefore actually have more control over the IT via outsourced firms who are not “building kingdoms” and “information hoarding” (note: many internal IT teams don’t do this, but it is common).
Myth #2: The service is of higher quality from an internal IT department.
Often internal IT can get complacent in service quality and delivery. Outsourced IT firms by nature are working hard to keep satisfaction levels up, in order to keep the organizational customer.
Myth #3: Outsourced IT will result in a different technician every time, via overseas technicians remotely assisting.
In Sure Systems case, we are small enough that your organization builds familiarity with our technicians and usually it results in a first-name relationship basis. Absolutely none of our technicians are working from overseas – we all live in Calgary, AB or Victoria, BC.
Myth #4: Internal IT support is cheaper than outsourced IT support.
Bonus Benefit of outsourced IT: Innovation. Outsourced IT firms are continually competing with other similar providers; as such, most of them are highly innovative at services and product offerings. Internal IT teams often don’t have the same motivation and impetus for creative, innovative solutions.
Although at first glance it may seem to be optimal to have in-house IT services and personnel, upon a deeper look it’s obvious that the benefits to outsourcing your IT are numerous and deserves serious consideration – weighing the pros and cons for your specific organization. It’s all about the Total Cost of Ownership.
I’d love to have this conversation with you.