7 things to expect from your IT
partner
By Jeff Wuorio
Your information-technology partner business should be just that
— a partner in every sense of the word.
On the surface, that may sound a little warm and fuzzy, and
possibly a bit optimistic.
Some IT consultants may focus on fulfilling your basic needs.
They provide you technology advice and supply whatever tangible
products and service are necessary to facilitate your needs.
But what you should reasonably expect from an IT "partner" goes
well beyond that. They should take a vested interest in your
business, providing the benefits and guidance that are central
to your company's growth and success.
Here are seven things to expect from your IT partner:
1. Technical expertise — and strong communication skills.
Of course, an IT partner should be well-versed in the ins and
outs of technology. But that sort of knowledge can be of little
more than academic value if your partner doesn't have first-hand
knowledge of how it applies to your business. "He should be
first and foremost a businessperson who utilizes technology in a
cost-effective manner to solve business problems," says Michael
Crowe, director of the technology consulting and solutions group
at Chicago-based Plante & Moran. "He can bridge the technology
and communications gap that often exists between IT and a CEO's
office."
2. An awareness of your budget — and resources. IT
partners are proving increasingly essential to a broad range of
small to medium-sized businesses. But that sort of critical
function shouldn't necessarily come at a crippling expense. When
looking for an IT partner, ask how fees are structured. A
responsive IT partner certainly won't be free, but should be
sympathetic to those sorts of services that can bleed business
coffers dry. "For instance, they can provide access to
high-level skills when needed, while paying a reduced rate for
services such as a help-desk and repair services," says Dan
Blumenthal, executive vice president of Miller Systems, a
Boston-based technology concern. "Those are the costs that can
consume the majority of an IT budget outside of project work."
3. An advocate who cuts through product hype. No IT
partner stays afloat long if a business doesn't go along with
his or her recommendations, be it a new software package or a
plan to implement it. But truly effective partners go to bat for
their client companies, identifying genuinely effective
technical options. "An effective IT partner can bridge the gap
between a vendor's product hype and what is truly an effective
business solution," Crowe says. "He should also help determine
if a company is using its current technology to its fullest
capacity and show how to maximize the products it already owns."
4. A long-term planner, implementer, and strategist. Even
the most carefully thought out technology plan is of little use
if it grows old on the drawing board. An involved IT partnership
also means a handle on implementation, whether it's suggesting a
gradual introduction over time or a veritable technology lost
weekend where everything is shut down and changed over. Be sure
your IT partner knows the best way to put technology
recommendations into place. "An IT partner should also help an
organization implement an IT plan," Crowe says. "A partner can
help prioritize needs and plan an effective implementation
strategy."
5. An industry watcher who maps technology advances and
developments to your needs. A proactive IT partner stands
ready to pinpoint new technology needs and to suggest updates
and changes accordingly. That means keeping close tabs on your
business's growth and development — as well as on developments
in the world of technology might apply to your needs. "They
should continually develop an understanding of the business at
hand," Blumenthal says. "Then, they can offer strategic insight
into how new solutions and technologies can reduce cost and
streamline the operation."
6. A keen ability to troubleshoot and solve problems.
It's unrealistic to think that any element of technology, no
matter how expensive or sophisticated, is totally immune to
breakdowns. Rather than wallowing in that tech Never-Never Land,
an effective IT partner should always be ready to address
technical problems quickly. Even better, your IT partner should
go a step further and be proactive about overseeing regular
maintenance and other steps that can head off snafus. "They
should provide fast, cost-effective emergency response when
problems can't be avoided," Blumenthal says. "But they should
also provide scheduled upkeep of networked systems, security
policies, backup and virus protection systems so that problems
can be prevented as well."
7. An interest in handling all of your technology needs.
Nothing can prove more annoying — not to mention wasteful — than
you having to hop from consultant to consultant or business to
business to address individual elements of your technology
needs. One final element when shopping for an IT partner is
knowing that all your technology needs will be met under one
roof, no matter if it's as involved as a completely new
technology infrastructure or as elementary as a basic user's
question. Says Blumenthal: "They should act as a single point of
accountability and contact for all technology issues."
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