It’s Report Card Time

How do you know if your IT provider is doing a good job?  How do they stack up against someone else you might partner with?  Here are some ways you can figure it out. 

**Check back in with me and I’ll post a spreadsheet with all of this nicely laid out for you.

(BTW:  If you’re an IT provider, you may be tempted to just move on.  Clearly there is a TON of material on YouTube that needs your attention.  Perhaps, though you might want to run through these test and ask yourself, “How do I rate?  What level of service am I providing?”  Just a thought…)

The Metrics

I’m a big believer in gathering data and measuring performance.  Here’s a list of important things to be measuring if you’re using outsourced IT.  (Honestly, these are some of the same things I measure for our internal IT staff also…)

  • Response time – How long from the time of notification of a problem until it BEGINS to be addressed? 
  • Resolution time – How long from the time of notification until the problem is resolved?
  • Incidents per Month – How many times did you have to call?
  • Unresolved Issues – How many things are left outstanding at a time?
  • Incident Cost – How much did you pay each time?
  • Issue Recurrence – How many times did the SAME issue come up?
    Think about how your guys stack up.  Do they give you any kind of usage data about how your partnership is going?  Could you easily get the averages for the above?  If not, why not?

The Relationship

This is the more touchy-feely part of things.  It looks to find out how you overall feel about working with your technology partners.  There are some critical indications here that may even outweigh the metrics we discussed earlier.

On a scale of 1 to 5 rate the following of your IT provider (1 being strongly disagree 5 being strongly agree):

1.  They are there when I need them.

2.  They follow through on their commitments.

3.  I always know where we are in the process.

4.  If I had to change providers tomorrow, it would be fairly painless.

5.  I am comfortable with our disaster recovery and security plans.

6.  Our disaster recovery plan has been successfully tested.

7.  They listen to and understand our business and our problems.

8.  They proactively seek out technology to help us achieve the company’s goals.

9.  They go the extra mile.

10. Their services have improved over the time we have used them.

Total up all of the scores, then multiply by 2.  If they rate lower than a high 70, what are you doing with them?  It’s time to make like Tina and drop your Ike like yesterday’s newspaper.  Seriously, if you can’t rate them higher than a C, what are they really bringing to your partnership.  How successful can your business be with C technology support?