- What is IT support?
IT support, in general, refers to any assistance given with technology-related products and services. In a business setting however, the role of an IT technical support engineer is primarily to help monitor and maintain computer systems and networks across an organization. In a SAP implementation project, the GO-LIVE support is provided to ensure that the business processes are streamlined. After that, support is provided on a day-to-day basis either on-site or off-shore. There are usually three levels of support:
- Level 1: usually happens on the client’s site and involves helping users with basic issues like correcting system errors. It also logs, tracks, resolves, and closes service requests to the customer’s satisfaction.
- Level 2: Provides additional SAP support for troubleshooting issues, handling user inquiries, and answering how-to questions.
- Level 3: Involves providing remote consulting expertise to customize the SAP system and carry out configuration changes and programming
- What is the difference between having an internal support team and having an outsourced support partner?
Having an in-house support team means that you rely on a few people you hire to take care of all your technical needs. On the other hand, outsourcing the IT support means that you hire a specialized partner that undertakes to meet your technical support requirements. Whether to rely on a partner or build an in-house team is a question that faces all organizations that have a SAP system. That’s why, it important to understand the pros and cons of each.
- The pros and cons of having a support in-house team and a support partner:
Having an internal team differs from relying on a support partner in many aspects. In order to show which of the two is ultimately better for organizations, a comparison is held bellow in terms of cost, security, specialization, quality, availability and exposure to the latest technology.
One of the main benefits of IT outsourcing is the financial savings it offers. Outsourced IT support is usually more cost-effective than creating an in-house team as the organization only pays a fixed monthly or per-user fee. On the other hand, creating an internal team means that, besides having to worry about finding and maintain the right people, the organization will have to pay each one their monthly salary, their development expenses and their insurances. Hiring a partner saves organizations the trouble and proves to be more cost-effective in the long run.
- Security and trust
Although internal employees are generally more loyal and have the advantage of being under the direct monitoring of the management, there are no solid guarantees against data breach. On the contrary, hiring a partner entails signing a confidentiality statement that ensures data security. In case of data breach, this statement obliges the partner, by the force of law, to offer compensation, making it more secure to hire a partner.
Unlike support partners, in-house teams usually include a small number of employees, each of them acting as a “jack of all trades”. This means that they are capable of handling the usual day-to-day issues, but may stand helpless in the face of huge issues or emergencies that require more specialization.
- Quality and knowledge
An internal team might be more familiar with the specific in-depth setup and requirements of their organization. However, their knowledge remains limited to that, which is ineffective in case new issues arise. Moreover, if employees are underperforming, they become a burden for the organization, which makes it less troublesome to hire a partner. Support partners also have the advantage of being exposed to all sorts of issues in all technical fields, making their knowledge more varied and their experience wider. Furthermore, the Service Level Agreement (which is a contract between a service provider and its customers) obliges the partner to stay committed to quality, availability and responsibility and have a monthly evaluation of the service. While in-house support providers tend to have a sense of stability (like being in their own house) that makes them procrastinate, outsourced employees are keener on resolving all pending issues to avoid upsetting or losing their client.
With outsourced IT support, an organization will have support 24x7x365, so it doesn’t have to worry about things like sickness and holiday cover. Most IT support partners have a dedicated out of hours line so organizations can access support whenever they need. Many issues can now be resolved remotely, so they may not need a full-time team on site at all times. Moreover, support partners offer on-demand access to a wider pool of expertise and have more than one employee for each specialty.
- Exposure to the latest technology
Support partners are more exposed to cutting edge technologies due to the nature of their work. A huge part of their job depends on developing their knowledge and staying updated. This aspect is lacking in the case of in-house teams, as they don’t feel the need to stay up-to-date. If the organization decides to develop its own team in this regard, it will be burdened with more costs for continuous training and development, making it less expensive to hire a partner.
|Aspects of the service||In-house team||Partner|
|Cost||Higher cost for finding, maintaining, and developing the right talent plus the on-going expenses of full-time employees.||Can be hired on-demand according to the needed specialties.|
|Security and trust||More loyal||Signing a Confidentiality statement ensures more data security.|
|Specialization||Jack of all trades||Specialized employees|
|Quality and knowledge||Familiar with the in-depth setup and requirements of the organization/ knowledge is limited/ service is not evaluated/ In case of bad performance, it’s troublesome to change employees or correct their behaviour.||Varied knowledge/ less knowledge gaps/ Exposure to different kinds of technical issues and more experience in dealing with them/ According to the SLA, the service has to be evaluated monthly/ keener on providing good service to avoid getting into trouble.|
|Availability||Small number/ one employee for each specialty/ no one to cover for absent employees.||More than one employee for each specialty/ Accessible 24/7/365.High|
|Exposure to the latest technology||Low||High|
Why Jupiter is your best choice as a support partner?
With our long years of experience that made us pioneers in the local market, we can be your best partner. We offer top-quality support services to our customers and ensure timely and eﬃcient operations to the customer’s diﬀerent applications. From implementation to support, we provide full integrated packages that aim at increasing your business profitability. Our company is a certified SAP partner with a proven success in divers industries. Our varied experience, our team of experts, our commitment to offer the best and our reputable success all make us worthy of your trust.