IT support services is one of the popularly demanded IT services. Initially, companies were handling IT support needs, with the help of their in-house team. However, with rapid expansion and business demands, the in-house teams were not able to service the IT support needs of the organization.
Increasing the headcount of the in-house IT team did not suffice to handle the growing number of IT support issues. On the other hand, there were budgetary constraints for recruiting additional headcount.
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There was an incremental increase in IT support issues that needed immediate attention. This lead to a sudden increase in the demands for IT business support services.
Companies typically expect the service provider to enhance the capabilities of the IT support center. Organizations with multiple presences across the globe will expect the service provider to help them with setting up a Global Delivery Center or improving their existing Center. In the earlier case, it is preferable to look for a vendor who transacts business in the same region as the company. In the latter case, it is important to choose a player with a global presence.
There are several important factors to be considered before selecting the service provider. Some of them are track-record, expertise to provide break-fix support. Another important aspect is the ability to provide out-of-hours support.
Many organizations today provide 24/7 services, irrespective of their core-business (IT or non-IT). Therefore, they prefer to work with vendors who provide round-the-clock service. The processes of the service provider are also an important aspect.