In-House IT Support Staff – Are They a Thing of Yesterday?

Way back in the 1960s and 1970s, when Information Technology (IT) was still referred to as Data Processing, many organisations began to debate whether or not it was really a good idea to maintain large internal DP (IT) departments.

There were and are, many challenges associated with doing so including:

• Highly-proficient technical staff are typically hard to find;

• As demand for the top IT staff exceeds supply, salaries and associated benefits are amongst some of the highest outside of executive business remuneration segments;

• As the IT environment changes so quickly, there is a very high and expensive overhead for employers in constant top-up retraining of their IT staff;

• Unsurprisingly, when competition for skilled technicians is so high, staff retention is a major challenge;

• An establishment needs to have a certain degree of expensive ‘surplus resource’ in order to be able to cope with holidays and sickness absences.

None of these issues have really changed in 50 years, in terms of debates relating to IT support staff.

It’s perhaps true to say that in the early decades of the industry’s development, many organisations chose to opt for building and maintaining an in-house establishment. Continue reading In-House IT Support Staff – Are They a Thing of Yesterday?

Business IT Support Services – Getting IT Benefits to You

Business IT Support Services - Getting IT Benefits to You

There is an ancient joke in the Information Technology industry along the lines of there being a huge gap between what business customers think they need by way of IT systems and what they actually really do need.

This paradoxically led to several decades where the IT industry tended to give business users what IT people thought would be in the best interests of their business rather than necessarily what the business specialists really required!.

That attitude showed a huge degree of complacency and arrogance on the part of some earlier generation IT specialists but it might be a little too extreme to simply argue that IT developers and support personnel should simply passively give end users whatever they ask for.

In reality, IT has to be delivered in a cost-effective framework. Continue reading Business IT Support Services – Getting IT Benefits to You