Our increasing reliance on technology has transformed how businesses operate, leading to an increased need for IT teams to prioritise business continuity. In addition, customer expectations continue to evolve, with greater demand for swift and efficient services. As a result, businesses are looking closely at how they can proactively prevent incidents from happening and also deal with them quickly and firmly when they do.
But what if your team is at its capacity limit? Hiring expertise can be costly, which is why many turn to outsourced incident management support – sometimes as a standalone procure service and other times as part of a wraparound managed IT support service.
In this article, we examine outsourced incident management and its benefits, offering tips on selecting the most appropriate IT partner for your organisation. By having a greater understanding, businesses can make informed decisions about optimising their IT processes.
What do we mean by outsourced incident management?
Outsourced incident management involves hiring an external IT provider to monitor, address, and resolve IT issues. These providers are typically equipped to offer services such as:
- Around-the-clock monitoring and alerts
- The identification and prioritisation of issues
- The investigation into the causes of incidents (and the implementation of fixes)
- Reporting and detailed evaluations post-resolution
Outsourcing incident management doesn’t always mean replacing your internal IT team but rather complementing it with additional expertise and resources. With continuous coverage and scalability, external providers can ensure that IT systems remain functional and that incidents are resolved efficiently.
The key benefits of outsourcing incident management
Constant monitoring and quick response
Specialist IT providers can often provide enhanced coverage – often 24x7x365, monitoring systems day and night, ensuring that incidents are swiftly identified and resolved, which significantly reduces the risk of extended downtime and ensures smooth functioning business operations.
Access to expertise
An outsourced team is typically made up of seasoned IT experts who have in-depth knowledge of a wide range of systems and tools. They use tried-and-tested approaches and cutting-edge technologies to deliver superior results.
Scalability
As businesses grow or face seasonal or otherwise changing demands, their IT requirements often require a different approach. Outsourcing offers the flexibility to adapt to these changes without the complications of hiring additional staff or restructuring internal teams.
Financial benefits
Employing a dedicated in-house team can lead to significant expenses, including salaries, training, and infrastructure costs. Outsourcing provides a cost-effective alternative, with fixed pricing models that simplify budgeting and reduce expenditure.
Delivery against key metrics
External IT support partners excel at meeting and exceeding key performance indicators, such as speed of issue acknowledgement (or mean time to acknowledge (“MTTA)), resolution time (or mean time to resolution (MTTR)), as well as adherence to SLAs. At Phoenix47, we’re that confident that we can deliver that our SLAs are commercially backed.
Freeing up internal teams for strategic work
One of the most significant advantages of outsourcing is the opportunity it provides for your internal teams to concentrate on value-added activities. By delegating incident management to experts, your staff can focus on initiatives that drive innovation and growth, ultimately, what businesses want them to do.
Dispelling myths around outsourcing
We acknowledge that some businesses have concerns about the outsourcing of IT. However, those who do – fully or partially – more often than not receive a better level of service. The hybrid approach, in particular, allows you to access external expertise at a fraction of the hiring cost, whilst your internal IT teams can provide deep context and support with business process knowledge sharing
Common worries include:
- Data protection and regulatory compliance: Established providers adhere to strict security standards and comply with data protection regulations, ensuring that your business remains safeguarded
- Loss of oversight: Clear SLAs and regular communication channels allow businesses to maintain oversight while trusting the expertise of their chosen provider
- Integration with existing systems: Most external IT providers have experience integrating with a range of systems, ensuring smooth collaboration without disruption
Choosing the right IT partner
Selecting the right partner is essential for a successful outsourcing arrangement. Key factors to consider include:
- Technical certifications and professional qualifications
- Experience within your industry and case studies from similar businesses
- SLA commitments and response times.
- Openness in reporting and regular updates
A good partnership relies on transparency, trust, and shared goals. Take the time required to evaluate prospective providers thoroughly to find the best fit for your organisation.
Summing up
Outsourcing incident management offers more than financial benefits. It provides an opportunity to enhance business resilience, improve IT performance, and enable internal teams to focus on priorities that matter. Partnering with a trusted IT support provider like Phoenix47 ensures your systems are safe, allowing you to concentrate on driving business growth.
For businesses aiming to optimise their IT operations while maintaining high service standards, outsourcing is a strategic move that promises long-term value and operational efficiency. The right provider can help organisations not only meet their current challenges but also prepare for the future with confidence.
Looking for a new incident management support partner?
We can help you understand your requirements and then put effective support in place to keep your business online at all times, with support available from our genuine 247×365 support desk.
