Reviewing IT Support Performance

Most IT Support companies expect their customers to hold a formal review of how well or otherwise, they are performing. Every 12 to 18 months or so seems to be the norm.

This is an important element of the relationship between customer and IT Support provider.  Here at Core Office IT we welcome the review meetings.

In the review meeting, the customer can formally appraise our performance since the last review, both good and not so good, plus we can amend procedures for the better and very importantly, establish potential changes in our customer’s future business strategy that the IT system will need to accommodate in future.

Here at Core Office IT we find the most commonly reviewed topics of the IT Support contract as reviewed by our customers fall into three categories.  We are sharing this with you in the hope you find it useful in your own business.

 

1. Contract

The customer wants to establish if we are delivering at least the level and quality of support set out in the contract?

Hopefully, the contract will list all the services we are going to provide and how we will provide them, in terms of hardware and services.

 

2. Monitoring the support provided

We will have agreed with our customer at the outset the Service Level Agreements (SLA’s) that cover how we respond to their support calls and just as importantly, how our customer will work with us.

Hopefully our customer will have recorded details of their calls made to us; we certainly record every call and email. Our performance should be measured against the agreed SLA’s.

 

3. Response vs. Prevention

We generally provide two types of support.

  1. Reacting to telephone calls and emails from our customer, then setting about fixing the issue.
  2. Taking a proactive approach to IT support and monitoring the key elements of the IT system with a view to fixing issues, often before our customer’s staff have realised they had a problem!

During the review it is important to establish the relationship between our reactive and proactive support.  Whereas it would be unreasonable to expect us to have provided all of our support by proactively fixing the problems, it would be acceptable for our customer to want to see that a reasonable proportion of their IT support issues had been resolved through our proactive approach to managing their IT systems.

If you decide that you would like to hold a formal review with your IT support provider, then we hope you have found these three topics of discussion to be helpful.

If following your review meeting you find your IT system is not being managed as well as it might be, please contact us or call us on 01404 384483 for a no-cost, no-obligation IT Heath Check

 

 

 

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