Outsourcing your IT can unlock a number of significant benefits, access to a wider skill set, reduced overheads, and the ability to focus on your core business. But not all IT outsourcing firms are created equal. The difference between a partner who helps your business grow and one who just “keeps the lights on” often comes down to the questions you ask before signing on the dotted line.
Here are six smart, strategic questions every business owner or manager should ask when evaluating an IT outsourcing partner:
1. How do you tailor your support to businesses like mine?
There are hundreds of generic IT support companies out there, but choosing one that specialises in your industry can make all the difference. With a provider that understands your sector, you’ll benefit from faster service and deeper expertise in the tools and software you rely on every day.
- What’s your track record with companies of my size and sector?
Experience matters, but relevant experience matters more. If you’re a creative agency, ask how they’ve handled large design files, or Mac-heavy environments. If you’re in professional services, check how they’ve managed data security and compliance. The best partners will share stories and outcomes.
- How do you measure and report on service performance?
It’s easy to promise “fast support,” but what does that mean in practice? Ask about SLAs (service-level agreements), ticket response times, and how they keep you informed. A transparent partner won’t just solve problems, they’ll give you clear visibility of their performance.
- How do you handle growth and change?
Your IT needs today won’t be the same in two years. The right IT outsourcing company should scale with you, supporting new staff, new offices, and evolving tech stacks. Dig into how they’ve supported clients through transitions, expansions, or migrations.
- What’s included in your service model?
Every IT partner structures their service differently, and the last thing you want is hidden surprises on your invoice. Ask for a clear breakdown of what’s included in the monthly fee, and what’s not.
And don’t forget to ask about emergencies. How do they handle after-hours issues? Do they offer 24/7 support for when you need it?
6. How will you communicate with my team day-to-day?
Technology is complex, but communication shouldn’t be. Make sure their style fits your culture, whether that’s non-technical language for end users or detailed updates for your leadership team. A good IT partner will explain things in your own language.
The bottom line
Finding the right IT provider isn’t always easy, and differentiating between them can prove tricky.
But by asking these six questions, you’ll be able to identify the IT providers that are going to offer a service that will add real value to your business.
Finding the right IT provider isn’t always easy, and telling the good ones apart from the bad can be tricky. But by asking these six questions, you’ll quickly spot the providers that can deliver real value to your business.
