IT Support Outsourcing for SMBs

What drives SMBs to IT Support outsourcing?

The SMB marketplace are ready to find affordable IT solutions which are easy to use. Just as significant, however, is that they are the prerequisites that address SMB deployment issues, working challenges and service/support conditions. SMBs need IT options which are easy to configure and install, and necessitate minimal customization and integration. Moreover, IT Support for Small Business requires and reliable after-sales support and service. SMBs do not take customer service and technical support for granted. For many small companies, a solution supplier’s technical support is not merely a convenience; it is a business-critical IT service, due to their resource constrained IT staffs.

SMB business specific challenges as well as pain points determine specific needs for small businesses. Most outsourcing suppliers are specialized on the early adopters of outsourced applications services – big firms multinationals. Thus there are a few specialized suppliers for SMBs and able to adjust to their business model and needs. Yet small-sized, SMBs are still technology-intensive companies that want great focus from outsourcing suppliers. Small businesses should select outsourcing their IT to those suppliers with experience in handling SMB jobs.

What holds them back? At first glance, this essential problem may appear redundant using the ones in the preceding paragraph. Nonetheless, we often find a contradiction between SMB IT prerequisites and how SMBs purchase technology. For example, SMBs mention tight IT budgets as an inhibitor for embracing technology, but yet they choose not to utilize vehicles such as leasing; to work around limited IT budgets.

Creating the right IT solution for SMBs necessitates an obvious grasp of their technology and business needs.

Reasons SMBs Cite For IT Support Outsourcing

SMBs prefer IT alternatives which have simple and straightforward pricing (the requirement), but they desire the flexibility to consume technology in modular parts which can be expanded when needed (the behavior).

It is also vital that you understand SMB tastes including, although not restricted to, service delivery options, bundling and packaging, and brand loyalty, such as outsourcing and applications as a service, as SMBs upgrade and enlarge their IT environments. Yet, you may still find issues which have prevented SMBs to begin outsourcing their IT section until lately. And these are:

Affordability: But offshoring showed that in most cases the outsourcing option will be significantly cheaper than hiring in-house staff since work force or infrastructure costs are lower at the seller’s place.

Trust: Deficiency of clearly defined methodologies and contracts, quality certifications, security assurance and even cultural issues can lead to low trust amounts among SMBs when engaging in a outsourcing relationship. The seller should be able to place confidence, expect with self-confidence, consent to the contract, and behave predictably and fairly in order to get trust from their clients.

Intellectual Property and Data Security: One of the greatest drawbacks for outsourcing adoption among SMBs is associated with protection of intellectual property and advice generally speaking. Particularly for technology-intensive start ups that rely on innovation, these are business-critical issues, and not all suppliers have yet in place the procedures for ensuring all these.

Understanding: A definite understanding about the procedure and benefits is minimal among small firms. Offshore applications services sellers are more interested in adding Fortune 500 names with their client lists and consequently have neglected to train small businesses about the advantages of outsourcing.

Volume of work: Substantial companies would preferably work with big corporations that could outsource big volumes of work. The volume of work outsourced by SMBs might not be viable for big sellers. This tendency seems to be turning, but slowly.

Management experience: Small and medium businesses do not have the "management experience" required to work using an outsourcing endeavor. Specialized resources have been dedicated by large corporations, for instance, to handle sellers.

Advantages of IT Outsourcing for SMBs

Process Maturity

Possibly the main reason firms wish to outsource would employ a mature team for its development endeavors.

Types of procedures, the investments being made in services, the infrastructure and the level of communication, trust and understanding which exists between the seller and client’s company all influence the quality, results and consequences of the procedure. As the relationship evolves and business results need to be optimized the maturity procedure should be accommodated and flexible not static, developing in scale, scope and framework.

Process maturity is successful when it enhances productivity, efficiency and costs in a complete quality control approach.

Cost Savings

Lower price is among the main reasons for outsourcing. The price savings are generally based on the wage difference between the Western world and foreign destinations. Other factors such as economies of scale and specialty could also have a substantial impact.

Possible cost reduction through outsourcing for SMBs

Knowledge & Expertise

Outsourcing also enables you to concentrate on your company’s core business and competences.

Danger & Quality Control

Outsourcing agreements could be structured in a way that the responsibility to produce a specific

Amount/quality of output is positioned in the outsourcing supplier, therefore giving you a better way of handling risk. The responsibility of the supplier could be explained in so-called Service Level Agreements (SLAs).

Capacity Management

Outsourcing provides you a tool to manage your output or production capacity in a flexible way.


You’re able to defeat potential deficits on the job market, by utilizing outside resources. This is particularly the event for highly specialized functions in, which includes information technology sector.

Despite the proven advantages of outsourcing revealed below – SMB managers still be seemingly reluctant when it comes to IT outsourcing. Lots of them share so-called myths; beliefs which we would want to address as follows.

SMB IT Support Outsourcing Myths

A few of the deterrents mentioned before are only misconceptions. A few of the most frequent things an SMB supervisor will say when approached for offering offshore applications services are:


The real thing: It is very hard to define the size of an organization that is able to outsource. You’ll find virtual firms that outsource all their development conditions and handle only advertising and branding.

In short, if you can view a need for software development, it’s possible to outsource.


The real thing: Core product development could be outsourced and there are several success stories. Nonetheless, it is absolutely crucial to do an intensive background check about the seller and make sure that the seller has a good track record in protecting IP before outsourcing core product development.


The real thing: The underlying meaning of this statement again represents the perceived difference in outsourcing core and non-core areas. You don’t have to outsource for the interest of outsourcing! Engaging an international associate is typically cheaper by 30 to 40%, as work force, infrastructure costs are far lower in the seller’s place.

The real thing: On the contrary, the ROI part of outsourcing was shown time and time again. In reality, the arbiter, the market, looks to give outsourcing a resounding thumbs up. Today, the question is not if you’re going to outsource, but when and how.


Like most services related to IT, picking the correct supplier can make all of the difference. In addition to SLAs, SMBs considering outsourcing IT jobs should search for suppliers with specific and proven experience in suitable businesses. External suppliers may also offer alternatives which are vertically aligned.

Challenges SMBs face in IT Outsourcing

SMBs which have identified sellers for outsourcing development / maintenance or buying a seller, should contemplate particular facets that can easily ground the outsourcing initiative. A number of the factors that SMBs should consider before signing on the dotted line are as follows.

Alignment of focus: Sellers overly come in various sizes with various precedences! Some of them are big operators and some of them are small. SMBs should decide on a vendor most aligned to the firm’s requirements.

A number of the sellers have of late spread too thin by getting into non-development outsourcing services resulting in insufficient focus. In figuring out the perfect fit, alignment of focus is a key parameter apart from other factors like culture, competence etc.

Deficiency of well defined procedures: In most of the small firms, software development is managed by a bunch of motivated tech team. Modest companies and start-ups do not constantly have explained procedures for managing outsourced software development. Many of the sellers find it difficult to cope with such a set up. Sellers are far more comfortable dealing with firms with clearly defined procedures. Businesses seeking to outsource should spend some time in defining the functions and responsibilities of these inner team as well as the sellers’ team. All of the sellers have mature development procedures in place and firms can adopt them.

Devotion to a relationship: All leading sellers work with multinational companies and a modest client might not be viewed as critical as a fortune 500 client. In other words, a huge seller would most likely focus on serving big clients with large business volumes instead of serving little clients. Modest firms must pick a vendor who values the relationship and therefore has a stake in the accomplishment of the participation.

Track record as well as experience: Businesses should look at the seller’s track record as well as experience in dealing with small companies. Sellers are comfortable working with big firms might not comprehend the nuances of working with smaller firms. A seller with a history of coping with small firms should take a posture to expect such scenarios.

Risk Management: SMBs should seriously assess risk management procedures embraced by the seller. Sellers using a clear BCP stand a better chance of providing uninterrupted services in the face of eventualities.


Offshore outsourcing has been discovered for some time now by big corporations but has barely attracted the interest of SMBs. Still, there are numerous proven advantages that will encourage SMBs to outsource their IT function. And, more significant, you can find suppliers of outsourcing services which accommodate on a business’ version and already have experience in coping with this particular type of jobs.

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