Outsourcing your IT – Can it ever really be done over the phone?

I write this blog bleary eyed, fresh from pulling an all nighter repairing a broken server on a site in Darlington. A hard disk failure meant that the domain controller for a very busy site was offline. We were able to restore all files using a VM Ware image (see www.vmware.com) and then repair the original fault and we got to bed at 4.30am. The problem was identified at 9pm by text message to one of the MC Ware field engineers.

This got me thinking as to how this kind of problem would be resolved by having a telephone support contract with a national, so called IT supplier. When an IT system fails and with over a million components in a server it will at some time, I believe that firms want someone pulling into the car park with knowledge of the site and the people and can be assured that the problem will be fixed either by close of play or by the time the doors open in the morning.

What good is remote access if the server or internet connection is down? What are the chances of getting the same person who helped you a month ago? Does your contract cover you at this time of night or on a Sunday?

I strongly believe that IT support for local business has to be provided by local IT firms. I am not against outsourcing of IT, in fact it is the main revenue stream at MC Ware but it should involve weekly visits to site, preventative measures rather that emergency fire fighting. The benefits of this type of outsourcing include: -

No employment issues, no need for holiday cover, access to a full team in case disaster strikes, raise and reduce the level of support as necessary, no tax or national insurance employer contributions, no train costs, no office space needed etc.

I think that North East firms should think about what they would expect if everything failed at 9pm on a Sunday night rather than worry about it when it happens!

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