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How to find the perfect technology partner

10th May 2010

Finding the right technology partner may sound like child's play but if you get it wrong the consequences can be far reaching for your business. For companies that rely on IT to carry out every day activities, it's vital that the system in place is in optimum condition and that the person responsible for keeping it that way has a full understanding of what it is the business is trying to achieve.

As part of cost cutting activity, many Scottish organisations are choosing to outsource their IT support. They recognize the significant benefits a dedicated service can offer such as being able to respond to problems quickly and monitor the health of your IT infrastructure on a regular basis. But doing your homework before you choose your IT partner will make all the difference. Good relationships will ensure the system runs smoothly, problems are acted upon quickly and new applications are identified and developed to aid effective business working.

Managing Director of Aberdeen based IT Hotdesk, Gordon Christie, who previously worked as an in-house IT Manager for a large organisation within the oil and gas sector, has the following advice for those searching for an IT match made in heaven:

Understanding your business

To be in a position to advise what systems to put in place it's vital that the IT partner has an in-depth understanding of your long and short term business goals - this should be discussed at the very early stages of any relationship as it's key to the success of a partnership. The IT partner should have a good knowledge of the business' processes so they can ensure that the software and applications installed, best fit your requirements. For example, if your business has a number of employees working from remote locations across the world, a clued-up partner will work with you to install mobile working technology which will ensure all employees have the necessary data in place to carry out their jobs. An understanding of the strategic development of the company is also important. A small business that has few IT requirements may have plans to grow and develop considerably over time and the IT infrastructure needs to be in place to allow the business to grow.

Experience

Always ask to see your prospective partner's portfolio of work. Looking at their past clients and the scope of work carried out previously can help you identify whether the technology partner has the experience necessary to support your IT system. Think about your needs as a business and weigh up based on their experience if they will be able to deliver what you need. The implementation track record of the IT partner can also give an indication as to whether they were able to complete jobs on budget and in time and the correct software and applications were applied to suit the business needs.

Type of support

Take plenty of time to think about the amount of IT support you need to maintain a healthy IT system. Different IT partners will offer different levels of support, but it is important to choose the one that best suits your needs. Some IT partners offer a support system whereby a technician visits the business on a weekly basis to carry out maintenance work and also to resolve any small problems with the system. If your business relies heavily on the smooth running of your IT system you might be looking for a 24-hour telephone hotline support. And don't forget to take into account your overseas offices - if your IT support is based in the UK and your team in Houston has IT issues during their hours of business, how will these be resolved by your UK based partner?

References and accreditation

Don't be afraid to ask your IT partner to provide references or testimonials from their current clients, as this can help build a better picture of the level and type of service offered and also whether they have any previous experience in supporting other companies is your industry. Be wary if the partner tries to palm you off with dated testimonials written years ago by clients they no longer work with - alarm bells should be ringing if this happens! Accreditation is also a good way of identifying high quality suppliers - bodies such as Microsoft and Citrix award IT suppliers' partner status and this sets them apart from other companies as being those who offer quality support to clients.

Gordon, who launched IT Hotdesk - an IT and communication solutions company based in Aberdeen - last year says, "At the beginning of any relationship you must take time to talk at length with your IT partner and establish from the outset what your expectations are from the relationship. This will make it easier for the IT partner to understand what you want your IT system to do for your business and give you the tools to carry out these requirements.

"Your technology partner should be playing a key role in helping you meet your business objectives - but to do this they need to have knowledge of where you are heading. A good technology partner will identify and suggest new technology and applications that may aid the smooth running of the business, but remember if you don't adequately budget to carry out necessary IT changes, the technology partner cannot necessarily help you fulfil your business aims. It is important to budget for IT and be flexible about change through new technologies and applications - these applications are an investment as they can prevent technological problems and increase efficiency."