Guaranteed response times biggest plus for SMEs’ outsourcing

Nearly half of UK SMEs believe that guaranteed response times is the most important benefit to outsourcing IT

SME IT support firm Connect has released new research showing that 44% of UK SMEs believe that guaranteed response times is the most important benefit to those companies outsourcing IT. 


The survey of 200 IT managers and directors carried out by Vanson Bourne found that the second most important benefit was ‘allowing the in-house IT team to concentrate on bigger, strategic” issues’ (30%).  For larger companies (51-250 staff) this was seen as the main advantage by almost half those interviewed - 49%. 


The traditional rationale for outsourcing – reduced costs - was only fourth in the list of reasons to outsource. In contrast the single biggest concern was loss of control 56%, cost over-runs 43% and slower response times 34%.


The other key issues identified by the companies surveyed related to staff and costs:

               25% cited more reliable and professional staff as a major benefit

when using an external company to provide helpdesk or on-site IT support;

               24% believed that reduced cost, traditionally seen as a key benefit

of outsourcing, was one of main advantages with a further 23% believing that being able to fix the price of IT support was a key benefit.


Commenting on the results Mark MacGregor, Chief Executive of Connect, said, “For many firms, the decision to outsource IT to an external company can be a difficult one.

Although there are clear benefits, many organisations are concerned about losing control of their IT.  What is evident from our research is that increasing the speed of response to reduce downtime is becoming ever more important.  For most businesses, even a few minutes without a working IT network can be hugely expensive.  That is why they are looking to external IT companies to guarantee response times.”


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