8 Questions to Ask Before Changing IT Providers

Choosing the right IT provider for your business is crucial for maintaining efficient operations and ensuring the security of your digital infrastructure. However, as technology evolves and business needs change, you may feel that your current provider cannot keep up.

But is it time to change providers, or does your current IT partnership need mending? Is changing providers going to bring greater value or potentially greater costs?

For over 25 years, WEBIT has helped clients achieve their IT goals. In that time, we have learned the characteristics and resources that can make or break the relationship between client and provider.

By reading this article, you will learn eight questions to ask before changing IT providers.

1. What issues are you trying to fix?

The first step is to identify the specific issues you are facing with your current IT provider. Understanding the problems you are trying to fix will help you assess whether your IT provider can address them adequately.

Are you experiencing frequent network outages, security breaches, or slow response times? Are they unable to keep up with the demands of your growing business?

Are the issues rooted in a current process, system, or program? Or does the issue rest with the IT provider's performance? Finding a clear answer or solution is difficult if the problem is not clearly identified.

For example, suppose a business is unhappy with how slowly its computers are running. This issue affects productivity and the company's ability to respond to customers quickly.

The IT provider cannot correct the issue because the computers are twelve years old. Most computers need replacing after five years.

The business can change to a new provider that promises to fix the computers. However, regardless of the IT provider, replacing the computers is the only way to have faster devices.

On the other hand, if the computers are brand new and the IT provider refuses to install software updates, the issue lies with the provider's poor practices. In this situation, changing providers will correct the problem.

Ask yourself, "What seems to be the root cause of the issues I need to be resolved? What do I hope to gain by changing providers? Will a new provider correct the issue, or will the issue continue regardless?"

If possible, create a list of your concerns, frustrations, and what you are seeking in a new IT provider.

2. Have you analyzed trends in your IT issues?

To gain a deeper understanding of your IT challenges, analyze trends and issues from recent months.

How long does it take your IT provider to respond to a call for help? How long until issues are resolved? Why?

How frequently do your IT projects go over budget? How often do you experience unplanned IT spending?

How do your users feel about the IT provider? Do they feel like the helpdesk meets their needs? Or do they feel like they have to fix everyone on their own?

Extended delays, frequent unplanned overspending, and dissatisfied users indicate that an IT provider may no longer be a suitable partner.

3. Is your IT provider responsive to your concerns?

Effective communication and timely support are essential in any IT provider-client relationship. When you present concerns to your provider, how do they respond?

Do they ask questions to understand your concerns and expectations better? Are they receptive and responsive to your needs?

Or do they brush your concerns aside?

If your IT provider is responsive, then this may be a partnership that can be mended by reestablishing boundaries and expectations. Usually, you can tell within a couple of weeks if an effort is being made to repair the relationship.

However, the partnership may have run its course if your concerns are ignored and no changes are made. It may be time to look for a new provider in this case.

4. Is your IT provider able to meet your operational needs?

As your business grows and evolves, your IT needs will likely change too. Evaluate whether your current IT provider can scale their services and solutions accordingly.

Are they knowledgeable about the latest technologies and able to adapt to your evolving requirements? An IT provider that aligns with your business goals and can support your long-term growth is crucial for success.

5. Are you or your provider going through significant changes?

Changes within your organization or your IT provider can impact the effectiveness of your IT services.

If you're experiencing significant internal changes, such as mergers, acquisitions, or restructuring, evaluating whether your current provider can adapt to the new requirements is essential.

Similarly, if your IT provider is undergoing internal changes, such as staff turnover or strategic shifts, it may affect their ability to deliver quality service.

As you evaluate these changes, can your provider continue supporting you? Or has your business changed so much that you need new support?

Can your provider keep up with the changes and meet your new needs? Or are they not equipped for these new challenges?

6. Do you need a new IT provider or a specialist?

Sometimes, IT providers may lack specialized skills like IT compliance or security. They may have some experience in these areas, but they may not be able to meet the higher needs of a regulated business.

For instance, suppose a business hires a SOC to manage its IT security concerns. If a user calls the SOC with an IT issue, the SOC may reply, "Have you tried calling your helpdesk? We handle security only." The SOC focuses solely on security, not user experience.

In this situation, the business needs a SOC to augment security concerns while an IT provider answers user questions and handles IT problems.

When evaluating your IT partnership, examine your needs and your provider's performance. Do your needs require additional experts or specialization? Or is your provider not fulfilling their responsibilities?

7. Have you compared prices with other IT providers?

To ensure you're receiving competitive pricing, it's worth exploring alternative IT providers. Obtain quotes and compare them against the services and support offered by your current provider.

However, be cautious not to base your decision solely on cost. Consider different IT providers' overall value, expertise, and service quality.

It's also important to compare the cost of impending IT projects. For example, if you know that your business needs to replace its servers in the next year, ask each potential provider the price of such a project.

Examine the cost of your provider's last 3-6 months of IT project work. How do potential new provider prices compare?

In addition, you should learn if your potential providers are vendor-agnostic or not. Vendor-agnostic providers are not committed to a single brand or vendor—they will use brands and tools that best meet their clients' needs.

For example, a provider who is not vendor-agnostic may say, "Oh, we only use products from Company X because it's the best. Our tools aren't compatible with other brands. If you work with us, we'll need to replace your IT system so it's only tools from Company X."

If a potential provider is not vendor-agnostic, are you comfortable purchasing new technology to meet their vendor preferences? How much would your business and IT system need to change to accommodate this provider?

8. Are you receiving service equal to the value you're paying for?

Ultimately, the quality of service and value for money should align. Evaluate whether your current IT provider is delivering services that align with the cost you are paying.

Are they proactive in preventing issues rather than just reacting to problems? Do you feel "nickel-and-dimed" every time your users call in? Is your provider equipped to handle your concerns?

Assess the overall value you receive and consider whether it justifies the investment. Businesses hire IT providers so they don't have to worry about IT issues. If you're constantly worrying about IT, is your provider delivering its full value?

Next steps for evaluating your IT partnership

Changing IT providers is a major decision. It can take weeks to months for an IT provider to learn a new client's IT system, users, and processes.

Before hiring a new provider, businesses should evaluate their existing partnership to see if it can be saved. You may ask the following questions:

1. What issues am I trying to fix?
2. Have I analyzed trends in my IT issues?
3. Is my IT provider responsive to my concerns?
4. Is my IT provider able to meet my operational needs?
5. Am I or my provider going through significant changes?
6. Do I need a new IT provider or a specialist?
7. Have I compared the prices of potential providers?
8. Do I feel I'm receiving service equal to the value I'm paying for?

If you answered these questions positively, your IT partnership may be worth saving. Consider discussing your concerns, expectations, and goals with your IT provider. You are in a solid IT partnership if they receive your comments and positive changes are seen in the next two weeks.

If you were disappointed in your answers, your IT partnership might not be helping your business. In this case, it may be time to re-evaluate your current relationship or pursue a new IT provider who can help meet your needs.

For over 25 years, WEBIT Services has helped hundreds of clients build successful IT strategies and processes while utilizing effective technology.

If you are looking for a new IT provider, schedule a free 30-minute consultation to see how WEBIT can help.

If you are not ready to make a commitment but would like to learn more about IT strategy, we recommend the following articles:

• 5 Reasons you may not trust your IT provider
• Is your IT partnership effective?
• Why do businesses need an IT strategy?
• Top 9 Questions to Ask Potential IT Providers