How proactive is your IT support?
Many companies want an IT provider which is proactive.
But how do you know whether your provider is actually being proactive if they don’t show you any evidence?
One main reason we hear from prospective new customers wanting to change IT provider is that their old provider “wasn’t proactive enough”.
What does this mean?
This usually means that there were lots of issues that kept coming back, or users ran into IT problems that disrupted their productivity.
For example, not installing Windows updates proactively as soon as they’re available can cause issues further down the line.
- Applications may not work properly
- Systems may run more slowly
- Computers may be more prone to crash
- Known security vulnerabilities may be left unpatched
All making your systems more susceptible to cyber-attack.
Carrying out proactive monitoring and maintenance work can also find faults that can be fixed before they develop into major problems.
For example, a backup solution could have stopped running because it ran out of space to back up new files.
With a proactive approach, this would be discovered and fixed before it became an issue for you.
If your IT support partner is not proactive, this would not be discovered until you needed to restore your data from your backup. They would then have to let you know that your files had not been backing up for 3 weeks, 3 months or 3 years.
Questions you should be asking your current IT provider:
Patch status of servers and PCs – Can your IT provider produce a report showing you that all of your PCs and servers are up to date with the latest security updates and patches?
When do they proactively install updates and patches? – This should be done regularly, in the background, without disrupting users.
Preferably, it should be at the same time every week so everyone gets in the habit of having their PCs turned on at this time. This should be communicated to you.
Backup success rate – You may have a backup solution (hopefully you do!) but do you know your backups are completing successfully?
Do you know if your backups are actually taking place? Ask to see a report!
Your IT support company should proactively provide you with these reports in your quarterly business reviews.
You should get value from this meeting. Your IT provider should suggest improvements to your technology based on specific business challenges you are facing.
One of our clients was considering investing over £60,000 in a new HR system.
We recommended an alternative, online solution that does everything they needed.
The payment model is per user per month – which was £27 per month for their business.
It would take 185 years for it to cost £60,000.
Does your IT provider recommend technology solutions to your business challenges?
Your IT provider should also bring to your attention anything that is of security or productivity concern, along with their suggestions to remediate the issues.