Evaluating models to outsource IT support services from Jack prabha's blog

# Team:

The format of the contracts can consider a team allocated within the structure of the service provider, or working in the structure of the company, or even hybrid, where part of the structure is in the company and part in the contracted supplier. Whether in company or with a remote structure, the important thing is to have professionals trained and able to attend and forward requests so that users do not have interruptions in their tasks.

# Processes and tools:

In addition to being technically qualified, the right supplier must offer the flexibility option to adapt to the processes and tools already available, adapting to your company's IT environment and structure. Trying to impose a certain way of working or a certain tool already indicates that the supplier may not have the capacity to adapt, also, to the growth in demand.

# Multidisciplinary technical support:

What is the IT team of a company, of whatever size, able to have technical professionals with a high degree of knowledge in areas as diverse as microinformatics, networks, databases, systems? In addition to the Service Desk and Field Desk service professionals  , a specialized partner has a team of specialists who work in a more consultative manner, in depth, or supporting teams in dealing with more complex incidents.

Having an expert and results-oriented outsourced partner, governed by an SLA (Service Level Agreement), you get:

- analysis and classification of errors;

- increased degree of user satisfaction;

- organization of working methods;

- generation of continuous improvements and references for new users;

- availability of updated technological resources;

- restoration of normal service operation (incidents);

- assessment of the impacts of change;

- obtaining analysis of indicators such as satisfaction level, queue / occupancy rate indicators, among others.

Information Technology Technicians must have an associate’s or a bachelor’s degree in information technology or computer science. It will help if they have had formal training.