Optimising Returns From Computer Hardware Maintenance

Organisations incur high costs and quality issues on computer hardware maintenance. One of the common complaints is poor service by the IT supplier. Companies prefer to outsource computer hardware maintenance, as their in-house IT teams are either not adequately staffed or do not have the expertise to handle computer maintenance problems that are complex in nature.

Some companies engage hardware support service providers who are experts in handling the particular brand/brands of IT assets that are owned by the company. For instance, an IT supplier dealing with Dell products will offer services like ‘Dell server support’ and ‘Dell hardware support’. Therefore, it is a good idea to engage these suppliers, if you are using Dell products.

There are several advantages of engaging a service provider who services the specific brand/brands of IT assets used in your organisation. Their turn-around time is much quicker. Similarly, they can help in internal process improvements and build best practices. Their experience in dealing with the particular brand/brands of IT assets will be of help. They can also offer additional services like ‘break-fix’ and ‘out-of-hours support’.

They are also well-versed in working across different hardware platforms. Their SLA compliance rates are between 95-100 %. This may sound unbelievable. However, several business cases have proved this. On the other hand, the money saved from engaging this category of IT suppliers is quite high. They can also train the in-house team to perform hardware maintenance activities, quickly.

The other bonus of working with these IT suppliers is flexibility. They can provide break-fix and hardware maintenance, both on a full-time and part time basis. Most IT projects fail because of poor hardware maintenance. Hence, working with these IT suppliers helps to improve maintenance standards and reduce downtimes. Improved maintenance standards can result in speedy execution of projects. This can improve the customer- satisfaction levels and help to win more deals. The profits also soar! Spends on computer hardware maintenance can be reduced, drastically. This will not only delight the CIO’s and CEO’s but also the CFO’s. This can result in reduced spends for the IT department!

Traditional outsourcing models have not been successful. There are also several limitations like loss of business control and lack of accountability. There also tends to be a compromise on quality, in an effort to reduce hardware spends. Moreover, the resources of the IT supplier may leave at a short notice. Hiring and training resources is very expensive. It is also time-consuming. This may delay projects, in the absence of proper back-up plans.

The co-sourcing mode of engagement is an alternative model that enjoys patronage by many organisations. In this model, the IT supplier’s resources work with the members of in-house IT team. There is no loss of business control and the IT supplier can provide additional resources during the peaks of demand and also roll them back during the troughs of demand. So, why not consider engaging a co-sourcing partner to offer computer hardware maintenance services?