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NAVIGATIN

G

THE IT SUPPORT

MIN

EFIELD

GETTING ST

ARTED WITH IT

SUPPORT

CHALLENGES:Companies often lack the necessary IT personnel to execute critical project deliverables.

Many permanent employees may not have the expertise to tackle IT support projects like security, networking or other tasks.

Navigating access to IT support without help can be confusing and frustrating for businesses.

OUTCOMES:A trusted IT support partner can tackle a variety of projects for a company, including staffing, help desk support, security and more.

Leveraging outside expertise can be a cost-effective way to fill in your company’s mindshare gaps.

This white paper will help you navigate the IT support minefield and educate yourself to avoid common mistakes in selecting and IT support plan and partner.

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CONTENTS

2 WHAT IS IT SUPPORT? 4 1 INTRODUCTION 3

3 WHAT SHOULD IT SUPPORT COVER? 5 4 WHY IS OUTSOURCING IT BENEFICIAL? 7 5 DO I NEED IT SUPPORT? 9 6 CONCLUSION 10 7 ABOUT BLM TECHNOLOGIES 11

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IntroductionUnless a large component of your business is actually focused on IT tasks, chances are that you don’t have a team of tech experts onsite (or off) to fulfill your IT needs. Even if you do, those teams are often focused on critical goals that make day-to-day work possible. The fact is, nearly every business—across all

industries—relies on technology in some form in order to function. And navigating the complex world of IT support (Do I need it? Why? How will it help me?) can feel like a minefield. This white paper covers the ins and outs of leveraging IT support for your business.

NAVIGATING THE IT SUPPORT MINEFIELD 1. INTRODUCTION

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What is IT Support?Every business in existence relies on some form of technology in order to facilitate its overall operations. When it comes to assessing your need for IT support, it’s important to define the term. IT support is any tech-related service that supports your company’s IT-related tasks, usually performed by a designate internal team or an outside partner. IT support covers services related to that technology, including: staffing, help desk support, security, server and network needs and outsourcing. As technology rapidly innovates and reliance on it grows, there is an increasing need for companies to look outward for their IT needs. Why? The answer is

pretty simple: expertise. While you are busy growing your business and innovating with your industry, you probably don’t have a lot of time to invest in learning an entirely new skillset, too. And certainly not to the extent of someone whose business is technology. These individuals have spent years, if not decades in the field perfecting their craft. Even companies with dedicated IT teams have found themselves in need of outside help, whether it’s in the form of additional staff, or to help them with a new technology challenge. Let’s take a look at what that help looks like.

NAVIGATING THE IT SUPPORT MINEFIELD 2. WHAT IS IT SUPPORT?

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What should IT support cover?IT support should provide your company with a variety of options for your tech needs.

Staffing

There are many reasons to leverage trusted IT staff in your business. The first is to simply give the stellar employees on your team a well-deserved break. This could be due to vacation, illness, maternity leave or any other reason. You may also need to take on extra IT staff on a temporary basis due to outside factors: seasonal increases in activity, temporary expertise, sudden shifts in deadlines, etc. Through a trusted IT staffing partner, your temporary personnel will be:

• Experienced

• Vetted

• Certified

• Accountable

Help Desk

Help desk support provides your customers with expert customer service. Not many companies can support their business infrastructure and the requirements of a fully staffed help desk. This is especially true when call volume is minimal or infrequent. Supplementing your operations with an external Help Desk team is a cost-effective way to provide excellent customer service and support. You can also provide even better service through:• Extended support hours• Multilingual support• Faster call times

• Expanded support capabilities• Call packages (one dedicated price for easier

budgeting)• A la carte services

Security

No matter what industry you serve, security is a priority for both internal and external operations. And routing that service has become increasingly common for many companies. Why? Like the Help Desk scenario above, you may not have the staff or the budget to manage security professionals in house. Utilizing an outside partner can help you maximize your operational safety with minimal impact on your budget, plus, you can always be sure you are following the latest best practices in data security through expert support. To sum it up, your business gets:• Expertise• Savings• Extended support

Navigate the Minefield: Ask your staffing resource how they vet their technicians/staff and what types of certifications they require. Additionally, give them a rundown of your company culture. A good partner won’t just send a technician, they’ll send one who is a good fit with your team!

Navigate the Minefield: Track your customer service calls (if you’re not already). Categorize them by type so you can customize the service you need to match your customers and your business. For example, if your common calls relate only to guiding customers through hardware issues, it would be a waste of resources to have software support on your plan.

Navigate the Minefield: Every security expert agrees that contracts are the key to a good IT security relationship. Ensure your agreements are strong and all details are crystal clear. It’s also a good idea to make sure your security partner has a verifiable history of reliable service.

NAVIGATING THE IT SUPPORT MINEFIELD 3. WHAT SHOULD IT SUPPORT COVER?

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Server/Network:

Like your company, your network infrastructure grows and changes over time. Maintenance can become complex, expensive and frustrating, particularly if such technology is not in your wheelhouse. By trusting your onsite server or cloud management to an outside partner, you can ensure your system always aligns with what’s best for your business. Other key benefits include:

• Extended support

• Adaptability

• Reduced strain on in-house IT staff

• Quick repairs

• Increased security

• Expertise

Navigate the Minefield: You don’t have to have a server that fills the back room to benefit from server/network support. Even small networks operate better with input from experts. Ask your IT support provider about their options for small companies.

Navigate the Minefield: Ask your outsource partner about their migrations plan for your tasks. Will it work with your system? Do they have the ability to adjust the plan to meet your unique needs? Do they provide support staff during the transition?

Outsourcing

IT outsourcing can encompass a variety of services, including SaS, cloud enablement, IT project management and more. Your outsourcing partner provides these services for a fee, freeing up your team to focus on essential task. Companies that outsource their IT needs find many benefits, including:

• Reduced Costs

• Faster project completion of go-to-market wins

• Expertise

• Improved management and ROI

NAVIGATING THE IT SUPPORT MINEFIELD 3. WHAT SHOULD IT SUPPORT COVER?

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Why is outsourcing IT beneficial to so many businesses, even those with in-house teams?You may have noticed a few common themes in the benefits listed above. There’s no doubt that many companies hesitate to look outward for their IT needs. It feels like an enormous risk. However, there are many reasons that so many choose to take the leap. We’ll explore them in this section.

NAVIGATING THE IT SUPPORT MINEFIELD 4. WHY IS OUTSOURCING IT BENEFICIAL?

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Outsourcing vs. Permanent Staff

There’s a lot to be said for building a trusted team of competent, reliable employees. However, outsourcing can be incredibly beneficial. Here’s a breakdown:

Outsourced Staff

• Can be added or removed from the schedule as work ebbs and flows

• Specialized skillset

• Reduced hiring costs and reduced onboarding expenses

• Minimal training required

• Reduced downtime caused by unfilled roles

Permanent Staff

• Well-versed in company culture with a firm grasp on operations

• Specialized skillset

• Keep your company “mindshare” in-house

• No wait for time-sensitive tasks

ExpertiseMany companies without an IT team hand off tasks to a staff member who is reasonably proficient. This can be problematic for two reasons. First, when this employee is investing time in the task, they aren’t doing the job they were hired for. Second, they aren’t experts. You’ve spent thousands of dollars on your IT infrastructure. It’s imperative that it be managed by someone who understands the complexities of the system, who can prevent issues before they occur, and who can tackle challenges with ease when they occur.

Necessary ToolsWhen your IT does fail, chances are that you won’t have the tools needed to fix it. A retail business, for example, probably doesn’t have the ability to check the viability of the lines when the server goes down. Your IT support partner, however, has all the necessary equipment and more.

Sufficient StaffWorkload has one of the biggest impacts on employee satisfaction in every workplace across every industry. When employees are overburdened (or under-rested) their performance suffers — which means your business suffers, too. Outsourcing allows you to supplement your staff with experienced personnel, alleviating strain on your employees and allowing them to focus on their work (or take much-needed time off).

NAVIGATING THE IT SUPPORT MINEFIELD 4. WHY IS OUTSOURCING IT BENEFICIAL?

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Do I need IT support?No matter the size of your business, the answer is likely yes. However, the extent of support needed can vary from company to company. At BLM Technologies, we walk potential IT support clients through a series of questions to help them develop a framework for their needs and determine the right services for them.

1. How much of my business is reliant on technology?

2. How critical is technology downtime to my business?

3. How large is my staff?

4. How knowledgeable is my team in the realm of IT?

5. What upcoming projects are in the pipeline?

6. What’s my contingency plan for key employee absences?

7. Do we have the tools and expertise we need to solve technology issues?

8. Would outsourcing save us time and money?

9. What experience gaps can IT support fill?

10. What operations would benefit from outsourcing?

Remember that even small businesses can benefit from IT support, whether it’s security, cloud hosting, staffing or other outsourcing. When asking these questions of your company, don’t discount your needs based on your size. There are affordable options out there for every business.

Navigate the Minefield: If your partner isn’t asking you these questions, they might not be a good fit. IT support is not a one-size-fits-all service. To maximize your ROI, ensure your options can be flexed to fit your business.

NAVIGATING THE IT SUPPORT MINEFIELD 5. DO I NEED IT SUPPORT?

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Conclusion With increasing reliance on technology comes the increased need for IT support. Leveraging an experienced IT partner will help to ensure that your business can run smoothly, no matter the challenge.

NAVIGATING THE IT SUPPORT MINEFIELD 6. CONCLUSION

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About BLM TechnologiesBLM Technologies, Inc. solves technology and automation challenges by providing end-to-end solutions in payment and transaction, digital signage, onsite repairs, maintenance repair center service, IT outsourcing, and project management services. By applying 40 years of technical expertise and a consultative, vendor-neutral approach, BLM serves thousands of customers in the U.S. by packaging hardware and services to provide complete, turnkey technology solutions for customers across multiple industries including financial, retail, restaurant, education, healthcare, and government.

A proven single-source provider of technology products and services, BLM Technologies partners with the top manufacturers in the technology industry to offer customers the newest and most innovative technology solutions available. Headquartered in Minneapolis, Minnesota, BLM Technologies has additional facilities strategically located in Virginia, Missouri, and California to serve IT and repair customers quickly and conveniently.

Learn more at blmtechnology.com and follow us on Twitter @blmtechnology and LinkedIn.

Discover what IT support by BLM Technologies can do for your business.

Contact us to learn how IT support can save you time, manpower and money.

sales@blmtechnology.com | 888.287.4186

blmtechnology.com | 1-888-287-4186 | 15300 25th Ave N, Ste 600, Plymouth, MN 55447

NAVIGATING THE IT SUPPORT MINEFIELD 7. ABOUT BLM TECHNOLOGIES