Don’t Let Technology Get the Best of You

Making sure your IT system operates smoothly can be a major undertaking – and one that you likely don’t have time to deal with. Here’s how to find quality IT support so you can devote more of your precious energy and resources to running your business.

First, decide whether you want to outsource or hire internal IT support. Outsourcing (or contracting) your IT needs may be the more cost-effective solution because it ensures that you are paying for IT assistance only when you need it most. Research by IDC, a technology research firm, shows that demand for outsourced help among small- to medium-sized businesses is rising 13 percent to 15 percent a year.

You can outsource all or some of your IT functions (such as desktop support). If your business has complex IT needs, for example, you can hire an outside IT firm to keep all of your systems running smoothly on a regular basis – which can be more cost-effective than paying salary and benefits for an in-house network support staff. If your IT system isn’t as demanding, you can hire on an as-needed basis, such as when a system crashes or if you want a system upgrade.

Vendor costs vary – some charge hourly fees and others have a monthly flat rate. Either plan likely will cost less than having full-time IT employees on the staff of a small business. One way to find local service firms is OnForce of New York. Small businesses place work orders for tech assistance ($11 per work order) on OnForce’s Web site, and at a proposed price. Then area IT service providers accept, reject or counter the price.

If you’re looking for free help, consider these resources:

• The network of Small Business Development Centers is hosted by leading universities, colleges and state economic development agencies, and funded in part through a partnership with the U.S. Small Business Administration. To find the center nearest you, visit their Web site here.
• Biz Tech-Connect, an “online learning tool” is sponsored by Microsoft Corp., Cisco Systems Inc., AT&T, Women’s Business Enterprise National Council, and the Information Technology Association of America.
• Business mentors at SCORE, the Service Corps of Retired Executives.

If you’re planning to hire an IT supplier, consult friends, coworkers and business partners for recommendations. Just as you would interview potential employees, you should carefully interview prospective IT partners to ensure you select one that best understands the scope of your business and can accurately meet all of your needs.

Once you make your decision, draft a comprehensive service-level agreement that outlines the services to be provided, performance standards and the timeframe in which the vendor responds to problems and fees – be as specific as possible.

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