Find an IT partner that offers more than just support

There is a sea of companies specializing in IT services, and they often seem more or less alike. So what really sets them apart? What makes one a better choice than the other? Here are four essential things to think about when selecting an IT partner for your business. 

1. What can you expect from a proactive IT partner?

IT is constantly evolving, and for many, keeping up with the developments can be a job in itself. By emphasizing proactivity when finding your next IT partner, you can ensure you have a provider that identifies potential problems before they arise and a crisis occurs. A proactive IT partner regularly optimizes your company's IT environment and acts as a consulting party throughout the customer relationship. Here are some points you can expect from a proactive IT partner:

• Stays updated on new trends, threats, and software to subsequently advise you further

• Regularly reviews your company's IT environment, analyzes it, and guides you towards the most suitable solution for your business

• Offers suggestions for software updates, setting up new security solutions, or moving to the cloud

• Encourages regular meetings to discuss the IT environment in the company to plan and advise for the way forward

2. Does the IT partner have a strong focus on security?

We are increasingly living in a digital world, where data attacks occur more frequently than ever. And it may only be now that many are waking up to the fact that this can also happen to them. There is no doubt that the focus on security in the IT industry has significantly increased recently, and most IT partners claim to be diligent about security, but what does that really mean?

It is not uncommon to hear from IT users that a Microsoft license provides good security, and that additional security is therefore unnecessary. This is a truth with modifications, as it is primarily important that these services are configured and set up correctly. It is not enough to just have the license. Ensure that your next IT partner takes security seriously – you want one that manages your company's security without cutting corners.

A thorough groundwork to prevent security problems is important, but it is also valuable to have someone who can take action when the alarms go off. Imagine a home alarm system with and without response units – the best is to have someone who can respond 24 hours a day. Ensure that your IT partner is someone who reacts as soon as the alerts appear, and not a day later.

For example, a SOC (Security Operations Center) can provide the security your company needs. This should be a dedicated security department that can access your IT environment in minutes and resolve issues if an attack occurs. Such a department should receive alerts and immediately know what to do. The efficiency of this process can be critical, as the consequences of not being able to "get rid of the intruders" quickly enough, or letting them "enjoy themselves in the home" for several days, can be brutal.

Be sure to clarify with your IT partner who responds if something abnormal occurs, for example, on a Sunday morning. 

3. Do you receive personal service and dedicated support teams?

The importance of effective, personal, and dedicated support is often overlooked when choosing an IT partner, which can lead to you as a customer being deprioritized when you need support. An essential element to consider in the choice will therefore be how support is resolved at the IT partner. It is easy to write on paper that the support is good, but what does the IT partner really mean by good service? Here are some things to evaluate:

• Will you receive a dedicated support resource, or will you meet a new person every time you reach out? If you meet a new person for each inquiry, it means you may also have to spend a lot of time explaining the situation and IT environment countless times. This can also affect trust and the collaborative form with your IT partner

• Is the partner set up to act as an extended arm of your company? This is essential for mutual understanding and optimal collaboration

• How quickly does your IT partner guarantee to resolve an issue? Critical problems cannot wait several days to be resolved due to slow support. This will result in a loss of both time and money

• Who are the intended resources that will function as employees in your business? It is usually different people than those who first meet you at the supplier. Evaluate whether these are people you will want to work with on a daily basis in the near future

4. Make sure to evaluate price, references, and the experience with the IT provider

In conclusion, there are some general points that are not necessarily unique to choosing an IT partner, but which are still important to consider. 

Price is always something you should consider, and the range is broad. If you find an IT partner that seems cheap, you should ensure that all necessary functions are included and that these do not come as additional costs later on. On the other hand, many charge quite a bit. In this case, make sure that your business needs everything included in this price, so that you do not end up paying for unnecessary IT services.

A place where you can always get honest feedback about whether the IT partner is a good choice for you is from the partner's references. Most vendors and partners have a list of customers they wish to promote on their websites. You can easily contact these references to ask for an unfiltered and honest experience.

Finally, you must trust your own gut feeling in discussions with the IT partner. If you feel that those you are speaking with are rude, unreliable, or unfriendly, it often reflects the culture of the company.

Good luck!