A: Communication is key. Without it your relationship will die. Make sure the team you are looking at for this very important role in your company can communicate with you – also make sure it is on your terms. Do you want to pick up the phone or is an e-mail / web form ok with you?
A: If your prospective TMP says they “Do it all” - RUN and RUN fast. One of 2 things will happen – Either they are a very large firm with very large rates, or worse they are lying to you already. If they say “We have partners for areas that we do not have specialties in,” then chances are they are most likely going to be a company to work with. This also says they have a better chance of working with the copier guy you have had since 1959. (Yeah, I Googled it, they have been around that long!) Make sure you have an idea of what you need from your TMP. What do you feel comfortable doing? Do you have someone on staff? We have clients on both ends. One type doesn’t want to do anything themselves and are uncomfortable trying a fix over the phone. The other type calls when he gets in trouble and will try troubleshooting with us over the phone.
A: The more years - the better. Knowing what will work and what won’t, knowing older systems and software. Let’s face it - you’re not all running Server 08, Exchange 07, Vista and Office 2007. Understanding the history of the technology around today means that your TMP is more likely to provide a more effective solution. Remember just because some kid grew up on your street playing with computers doesn’t mean they really know computers – most kids know how to do 4 things on a computer – write e-mails, chat, surf, and get a PC completely infested with SPY-WARE.
A: Just like lawyers, Doctors, and CPA’s, IT pros must continue Education, but unlike lawyers, Doctors, and CPA’s, no government agency will tell them to stop working on computers just because they have not kept there education current. It is up to you to do the homework on this to be sure your TMP is certified and up to date. Even worse, the competencies can be confusing to some in the industry so I can only imagine what it is like for Business owners.
Q: Does your TMP understand accounting and accounts?
A: Almost every Small Business needs accounting help. If your TMP has a basic understanding of accounting then they’ll be able to help you organize your accounting software. Ask any accountant what a QuickBooks misconfiguration can do and they will have many horror stories. I’m not saying your TMP will replace your accountant. Just make sure they have some understanding of accounting - if for no other reason so they are still around next year.
Computers break. If they cannot give you a guaranteed response time then move on. Ours is anywhere from 2 to 4 hours for emergencies. Just think how much it cost to be down half a day. If you have 20 employees and they average $20/hour being down for only 4 hours just cost you $2400.00. They just sat there till after lunch. Ok, maybe they did some filing or something, but down time hurts your bottom line.
Q: Can your TMP give you a guaranteed service level?
A. In other words, when something does break – as we have already determined it will – do you pay? The industries term is ‘break-fix’ (computer breaks, they fix it). This makes it hard to budget for your IT needs. With a guaranteed service level from your TMP you can be sure of costs and make plans accordingly. You can have a plan so that it does not matter what breaks – they fix it. Here is the best part for you - every time they come out to fix something it cost them. You don’t get a bill – so in order for them to stay profitable they need to insure you have less problems. Isn’t that the whole idea? This is called managed services. If your TMP doesn’t provide this option look for one that does.
Q: How will your TMP help you to calculate & budget for IT expenditure?
A: If you’re on Managed Services, then you only need to worry about new hardware and software purchases. Your job is a lot easier now. If you’re not on a Managed Services plan, then your budgeting will be much harder. Either way you should also be looking at 3 to 5 year IT plans. Life expectancy of most PC hardware is 3 to 5 years. So make sure you plan for new equipment.
Q: Do they understand the importance of documentation?
A: Almost every person I know in this industry hates to document. It’s time consuming and some just do not even know where to start. I get the luxury of documentation for us, and can tell you from experience that you must have your entire network documented. This document needs to have every single thing you need to know about your network in one book. Average size is 50 pages for a network of 10 desktops and 1 server. One thing about this book – in the wrong hands it will put you out of business. It’s the key to your castle. We call our book – Everything you need to know to fire us! Many people have asked me why I do this. "Aren’t you afraid they’ll find someone else or now you don’t have any “power” over them, they can easily fire you now." All I can say is Nope, I have given them what is theirs. It’s your network and you paid me to set it up, and it takes our relationship to a new level. We are not just the computer guys we’re your Technology Management Partner.
A: First read any contract before you sign it. I have heard some horror stories about computer guys sticking it to someone because they wanted out of their contract.
I must say personally if you came to us and said hey were not happy, I would do everything I could to make it right, but if in the end you are still not happy, why would I want to force you to stay on. If you are not happy, you will make sure we’re not happy. So make sure you know what your outs are - but also communicate with your TMP and the relationship will be much better.
