There are a number of delivery models and approaches that
can be used to provide support services organizations with operations worldwide.
You can choose to use a local IT company. The disadvantages of this are the
costs involved, a spot in one language and the need for multiple vendors, one
at each location with a requirement. Hiring a local contractor or a local
recruitment agency could be a way forward. In this case, you have to deal with
the time and costs associated with recruiting, legal obligations such as IR35
and specific legislation of the country and a loss of business continuity if
the resource exit. In addition, the rate of the entrepreneur is high and more
contractors will be required for multiple locations.
Another option would be to fly your computer support
professionals to ensure their primary physical presence on site location. If
this is the path you choose, you'll bridges and accommodation costs. It will
reduce labor productivity normal professional support have handled in its usual
location and affect business continuity. SLA will be on the higher side, they
should include flight time and even an urgent need to have a down server must
wait for a professional arrives on the scene. In addition, there may be
language problems, if the person sent is not multi -lingual and there may be a
culture or environment shift too.
Remote Infrastructure Management Support is another choice
you can make. Gaps here would be that if there is a need for a physical
presence, you cannot provide the necessary support and there is no doubt that
all the major problems can be handled remotely. Another solution would be to
hire a full-time employee (FTE) at each location, but you may find that there
are problems under utilization which have cost implications. All liabilities
that come with hiring a permanent full-time employee will be present and will
result in skill levels that offer little or no flexibility.
Another solution would be to separate the " support
function " and redistribute the knowledge to be structured on-site support
which is managed by a central support function. This could be expensive if you
use a full- time in a small office, so a better solution would be to have a
resource who work on a part time basis and therefore properly size your
resource. This type of support is called "Supporting distributed.
This is a fairly unique approach to IT support in several
places. It can be proactive or reactive medium which can be divided into two
autonomous regions - Seat or feet! " Seat " means your office IT
department composed of professional support that solve issues remotely, they
could be in a central location or distributed across multiple sites. "
Feet " refers to support professionals who are physically present in the
various offices and provide support where necessary. This includes functions
such as IMAC, project deployments, hardware / software, warranty, LAN and
server support.
In this case, you can have a service provider that gives you
a team that is multilingual, fluent in the local language and English. It will
be easier for you to manage as you have a single vendor for all locations
offering a considerable reduction of the administration, it also helps to
smooth large fluctuations in pay structures and third party contractual
commitments. When you have a single P & L, you will have a centralized and
streamlined accounting. One SLA will ensure that the service is consistent
across geographies. In addition, the supplier will have a complete
understanding of the European and local legislation to reduce the liabilities
of employment in remote offices. Since the provider directly employs teams, it
reduces your human resource administration and employee benefits payable. The result
will be that you will have a flat management structure that is easy to
understand, flexible support as needed, whether full-time or part-time regional
or global pan- European solutions that are tailored to the presence market of
each client and potential growth. You can also get the best use of your
resources and IT support costs in the market.
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