How to know when it is time to outsource your IT support

More than anything, technology is the key driver of change in modern businesses.

Whether you are trying to keep up, or stay ahead of the competition, your company needs to continually adapt and refine its IT processes to progress.

Those that don’t will be less efficient, damaging customer relationships, increasing costs, and ultimately threatening profit margins. Your IT support plays a key part.

What type of things are covered by IT support services?

-Service desk
-Data backup and recovery
-Data storage

It is not always viable to have this entirely in-house – are any of the following familiar?

Security concerns
In the current IT environment, security has to be high on any company’s list of priorities. But does your team have a security expert, are they up to date with the latest governance? With increasingly sophisticated threats, you need a specialist keeping up with the latest threats and solutions, with the ability to deploy the right solution.

Uncertainty in case of a disaster
Whether a physical disaster such as a flood, or malicious activity such as a ransomware attack, your business needs to be able to recover quickly. Any delay impacts on customer service, staff satisfaction, lost orders, reputational damage and much more. An external provider can offer Disaster Recovery as a Service so that you know that you are covered when the worst does happen.

Relentless training
It’s not constant of course, but if training is starting to feel that way then maybe a provider that has a team with a varied skill set is your solution. Can you afford to keep taking staff away from their roles? And will some of the skills learned be used frequently enough to offer real value to the business?

Expensive new hires
Your IT expertise is only as broad as your team’s knowledge. If training is not viable then the other option is a new hire. Qualified IT staff don’t come cheap, and your demands for their skills may not be frequent enough to justify the salary.

Lack of flexibility
With a department of full-time staff, you cannot easily scale up, or down, your team dependent on demand. Equally, you cannot have access to one skillset one day, and a completely different one the next. You are limited by the capabilities and resources that you have available in-house.

No support out of hours
Typically your IT team will work ‘regular’ business hours. But do your customers? If you have an issue out of hours and require it solving to serve your customers, is there someone available? Equally, what do you do in case of holidays and illness?

There is another issue that you may not have noticed. Do you have an IT scapegoat?

This person is good with IT, and everyone knows it. If anything goes wrong, this is who people go to for a quick fix. Maybe IT is too busy to respond as quickly as they would like, but this person will help if they are cornered.

On first impressions, you may think this is great, a colleague using their skills to help others. But what about their actual job? They are employed to do something, and it probably isn’t to be part-time IT help.

One final thing – how does this person have the necessary system permissions to be making changes? And if they have them, who else does? Could they do more damage than good?


If any of the above are familiar, or to understand how SICL can supplement your existing IT team, contact us at or call 0345 459 1995