The Pros and Cons of Outsourcing IT Support

Outsourcing IT Support

Outsourcing IT Support

Outsourcing IT support involves using external services from specific service providers to deliver IT-related business processes, infrastructure solutions, and different types of application services for a result-oriented business outcome. Although outsourcing is a good cost-cutting practice that many companies adopt, it has pros and cons. Continue reading the post to learn more about them.

The Pros of Outsourcing IT Support:

Outsourcing IT support helps to save a considerable amount of capital that would have been spent otherwise to keep the staff for the long term or train the new ones. The best part is, you get to access specialized resources and expertise of the IT support. That way, you can focus on other aspects of your business. Also, you get the flexibility and scalability you need over your projects without exhausting much time to train the staff. The 24×7 support ensures that you get the solution at the right time.

The Cons of Outsourcing IT Support:

Some companies don’t support the idea of having their business managed by a third party from a security point of view. Sometimes, there are communication challenges as well. Because another party will handle the data, some companies believe that their information may get compromised when faced with cyberthreats or even downtime. Dependency on a third party for external service is no good on certain occasions. Although rare, some service providers have hidden costs or contract limitations that unearths after some time. Moreover, not every service provider adheres to company values and culture.

Assessing the Suitability for Outsourcing IT Support:

Before outsourcing services, you have to consider certain factors. Start by evaluating whether or not your business needs additional IT support. Thoroughly analyze the capabilities of the in-house team and available resources. Besides, consider the growth plans and long-term goals of your organization. Lastly, understand the benefits and risks associated with outsourcing IT support.

Tips for Successful Outsourcing of IT Support:

Before you think about outsourcing IT support, try to be precise about the goals and expectations of your business. Make thorough research with accurate statistics. Furthermore, don’t forget to make an elaborate service level agreement. Make sure to have open and accessible communication channels with your provider. Review the arrangement with your provider frequently while monitoring their performance.

Case Studies: Examples of Successful IT Support Outsourcing

Slack is a popular office collaboration tool that includes specific chat rooms, direct messaging, and private groups. However, the company outsourced its workforce since its launch which helped them with app development and design. As a result, Slack gained around 15000 users in the first two weeks after launching. In 2014, it became a start-up unicorn with 12 million active users daily as of 2020.

Alternatives to Full Outsourcing:

The shared or hybrid model of IT support combines conventional models: external and internal support. It means you hire an external provider to deal with critical support that requires expertise while your in-house team manages the core business processes. Co-managed IT support services are models that allow your business to combine your internal IT team with the expertise of a managed service provider.


Outsourcing is the best method to fill the gaps that a business requires concerning information technology. Before you hire a partner, understand the pros and cons of outsourcing the services. Evaluate your needs both long and short-term. Your aim should be to maximize the benefits of outsourcing while minimizing associated risks.