How Well do you know what your IT Provider Does?

NOTE: This is part two in the blog series. The link below will direct you to part one.

Read part one: Be Honest, Do You Know How to Compare IT Providers?

Here's a quick recap from part one.

In my years of experience, I've come to the following conclusions:

1. There is an enormous gap between what most people believe their IT provider does and what their IT provider has communicated they provide.
2. Most People don’t realize that, just like doctors and lawyers, IT providers specialize, too.

• It’s a pain to learn new personalities.
• Your business relies on the technology that has developed around it. To get someone else in, well, let’s face it, you would rather chew your fingernails off first.
• They seem to have everything taken care of.

Today, we will concentrate on verifying the services your IT provider is actually providing and the important questions that you should be asking.

Has your IT provider kept up with the times and updated technology?

• Are they suggesting new ways to innovate?
• Are they having conversations about business processes and efficiencies?
• Have they raised their rates consistently, or are you still at the Civil War-era pricing? Of course, I'm making light of the situation, but, like any business service, rate increases are normal and should be expected.
• Are they concerned about cyber threats?

Are Cyber Threats a concern to your IT Service Provider?

• Buy my new widget, which will help you with cybersecurity. Ok, sign my waiver that I offered this. (You should know that most of the time, there is no waiver.)
• Let’s have a real discussion, explaining what it’s all about and why they are concerned about your business.

Where do we go from here with our IT Service Provider?

We all become complacent from time to time. Does the adage “If it ain’t broke, don’t fix it” ring a bell? You have had your service provider for 20 or so years. Yeah, there are things you don’t like, but not enough to move the needle. Why is that? Technology is one of those mysteries wrapped in an enigma.

That last point should worry you the most. Again, please understand. If you have had your IT provider for a long time, kudos to you. I am not telling you to go out and dump them. We have had the same clients for almost two decades.

One of the things I love about my profession is that it is constantly changing. However, in recent years, the industry has been changing faster than at any other previous point in time.

Many IT providers think they know what their clients will say, and they fail to suggest innovations or better ways to do things. It’s one part fear and one part being too familiar.

Many IT providers avoid having the money conversation. Again, this is primarily out of fear. As an IT service provider, we need to constantly educate our team, invest in new solutions, and keep our staff happy, which keeps our turnover low and adds to the customer experience. If a provider hasn’t raised their rates in a long while, you should see that as a service gap rather than a blessing. It could mean they are not investing in themselves, their team, or their business. Or it means they are taking on large volumes of clients and won't be responsive to your needs.

You hear “cybersecurity” a lot now. Sadly, many IT providers use it as the latest buzzword. But how truly concerned are they? How did they have the conversation with you? I have seen it go one of two ways.

I have literally been with prospects whose incumbent IT service provider told them they don’t need to worry about cyber threats or “hackers.” If they are just pushing a product or are not concerned, please see this as a concern for your business.

I hate to sound like a broken record, but again, they fail to have this conversation out of fear. Fear that they think, you think, they should have been doing it all this time. The reality is, how could they? Especially if they are a one-person operation that hasn’t raised their prices since the Reagan Administration (Again, I joke.)

There is a lot more to cover, but it starts with an open and honest conversation both with yourself and with your provider. Hopefully, they will be proactive and have the conversation first. If not, you should initiate it.

There is nothing wrong with having a long-lasting relationship with your IT service provider, but make sure it’s mutually beneficial. Recognize your blind spots and make a change if necessary. In this case, what you don’t know will harm you, often when it’s too late.

Need Help with Your IT Service?

Underdog Cyber Defense is an IT service provider that specializes in cybersecurity. We offer a Business Impact Analysis or our CyberSWOT, which helps you identify your “hidden risks” and vulnerabilities. We help businesses find blind spots and provide recommendations for you to implement yourself, address with your current IT provider, or we can manage them for you.

If you want to learn more, schedule a meeting with one of our certified experts and explore your options today.