Have you ever found yourself in that situation where you look all over the place for your glasses, until someone tells you they are on your head? When it comes to IT, it can be difficult to see what is wrong with the system you are using and how it can be improved when you are directly involved in it.
In these cases, an external view would be helpful – and it is also beneficial when you don’t have the time or resources to maintain up to date knowledge of your sector’s latest developments or have little experience of alternative environments and IT systems and the benefits they may bring.
There are many reasons why the use of an external consultant for IT projects covering infrastructure, service management and even security will bring advantages. Here are five reasons why it is beneficial to use an IT consultant for making improvements to your IT Service Desk:
1. Unbiased view
An external view can be more objective than an internal one. People directly involved with the IT Service Desk may not want to admit that the Desk is not delivering well, fearing it might be seen as being their fault; that their latest project wasn’t managed or delivered correctly or was a waste of money; or even that some roles, perhaps theirs, might be unnecessary.
Some Service Desk managers are protective about how well their department is doing to avoid losing their job or reputation, and prefer to be creative with figures to give the rest of the business the impression their Service Desk is generally doing better than it actually is. As for consultants, it is in their own interest to be completely transparent in the results of their assessment and to make the appropriate recommendations in order to improve service levels and overcome existing issues, demonstrating evidence of the results to the organisation who hired them.
2. Diverse experience
Normally, an experienced consultant will have worked with many other organisations from different industry sectors and with different solutions for their IT, and they can compare your solution with others, noticing differences and similarities. They might also have experience of new technologies and processes that you are thinking of implementing.
Having seen what worked and what didn’t in other contexts, they will be able to suggest the adoption of processes, tools or management systems already in use in other environments that may be suitable for yours. Thanks to this experience, the risk of implementing the wrong solution is minimised and so are the chances of losing money, time and efficiency.
3. Similar experiences
Consultants may also have experience of environments that are similar to yours, either because they are the same type of company, from the same sector or are using the same IT system. This can obviously bring some advantages – consultants can compare your system to others in use in similar environments and recognise where improvements can be made and pitfalls avoided quickly.
Based on this analysis, they can easily make recommendations relating to changes that are quick and easy to implement as they already have proven results. Consultants’ experience is a precious instrument to add value to your IT projects.
4. Professional skills
With certifications on top of their experience, consultants are usually more prepared than in-house staff. Since their work involves helping people make the right decisions, it is part of their job to keep up to date with the latest technologies, processes and case studies and be able to suggest the right choices, tailored to each individual environment.
Obviously, certification alone does not mean a person is able to put theory into practice, therefore it is very important that you choose your consultant carefully, checking if they have already worked with organisations that are similar to yours or have experience of similar environments to be more certain they will be able to meet your particular needs.
5. Cost savings
Hiring a consultant for your IT projects is less expensive than training your Service Desk manager for every new tool, technology or process, not to mention perhaps taking them out of their day job and having to back fill. For instance, you may want to implement a new tool set and align that to a couple of ITIL processes, those that are relevant to your organisation, without putting your managers through the whole training.
An external consultant can perform a short assessment of your environment and from this will make specific recommendations for service improvement, process design and Implementation as well as clarifying requirements for toolset evaluation and selection. This is an advantage of having previous experience: this way, it is easier to understand if it fits the company’s structure and aims – and avoid wasting financial resources on dead-end projects.
External help for your internal needs
Investing in your in-house IT staff, keeping them up to date with the latest innovations within IT and educating them to Best Practice and the culture of constantly changing and adapting will surely have a positive outcome, but the skills your organisation has internally might not be enough if you want to reach maximum efficiency, cost savings and keep innovation risks down to a minimum.
For every improvement needed, the use of a consultant trained and experienced in that field can be a less expensive and more effective choice that can ultimately improve the success of your IT projects and add value to your bottom line.