SMP is seeking to dispel the myth that external IT support is a high-price, low-value purchase by publishing a guide to selecting a support provider. As part of what SMP sees as a crusade to elevate the value of outsourced support, SMP undertook a survey of multinational and SME companies in the utility, pharmaceutical and financial sectors to identify the most common complaints. The report concludes that enterprises no longer need to pay excessive amounts and receive sub-standard service.
SMP's guide includes questions businesses should ask before signing up to external IT support. These include questions about how payment relates to performance, how service level agreements (SLAs) are tracked and requests for references. Paul Speers, sales and marketing director at SMP, said that "outsourcers have been traditionally good at selling their SLAs and performance-driven contracts at initial meetings, but bad at keeping promises.
Our guide highlights the need to review relationships regularly, not just take contracts at face-value."
As an alternative to traditional forms of contract that are penalty driven and therefore adversarial in nature, SMP offers a pay for performance scheme. SMP works to strict SLAs, including a commitment to solving 70% of queries on the first call to its interactive helpdesk.
SMP charges are based on its speed of response to helpdesk enquiries. The company will supply a copy of its guide on request by calling 01276 486486.
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