getting best performance from your outsourced services

In today’s world of highly specialised technology, it is common for organisations of all sizes to outsource some or all of their IT function. But how do you get best performance from a new or aging contract?  

Working with a Managed Service Provider (MSP) or other IT Service begins with a contract between both parties. At the point of creation this contract should be a win for both sides – the service provider is charging a fair amount of money for a service the customer needs to do business. Ongoing contracts were originally created with a commitment from both sides to provide a service for a fee; if you have moved into a role where you now manage this service you should make yourself familiar with its contents. 

An aspect of contract signing often overlooked is how you will work through any disagreements, any perceived or actual failings in service, and how will you the customer know you are continuing to receive the service you pay for? Escalation points may be described but you should consider your personal approach to how you want to get best outcomes from the service contract. 

Developing a strong communication approach between you both is the first step, agree up front how often you will meet and what that agenda is about. It is natural to develop a personal relationship if you meet the same person regularly, but don’t let updates about children’s football or the latest hike distract you from following through on any issues you have no matter how small. Your agenda should include: 

• Discussion on any issues your organisation is having with the service, 
• Notification of any updates or patches from your service provider, and  
• ​Their report on Key Performance Indicators generated from the contract.  

If you find you are still not happy with your service review your contract and be sure you are expecting a fair outcome; we can have personal expectations that may not be explicit in the contract. If you are not receiving what they have contractually agreed to provide then escalate; everyone has a boss and part of their role is to resolve issues like this. It is likely they would rather you escalate than they lose you as a customer when renewal time comes around so escalating is doing the fair thing by everyone. 

If you are still unable to resolve you issues you may need to bring in support from others in your organisation; you may also wish to check when the contract expires and get prepared to go to market to review your options. 

Overall, the key point is to remember you are paying for a service they have offered to provide; keep pushing for problems to be resolved and keep talking to each other.  

If you would like any help with any aspect of contract review, management or market options please get in touch with us at Resolution8 Digital Advisory. We don’t partner with any service providers so we can give you the best result for your organisation. Our team are very experienced in contract management and can take on the whole process or coach you through it to build you professional skills. ​