Everything You Need To Know About IT Outsourcing But Were Afraid To Ask

By Mark Watson|24 March 2016

53% of respondents in Deloitte’s Global Outsourcing and Insourcing Survey were outsourcing elements of their IT function, and 26% of those that didn't currently outsource planned to. If you’re looking for ways to make your organisation more agile, IT outsourcing is a key area to look at. Technology has been a driving factor in the increased uptake of 3rd party IT services, offering flexibility, expertise and value for money: in the survey 69% of respondents said they would be more likely to outsource because of cloud computing.

IT Outsourcing – Frequently Asked Questions

Here we share some of the most common questions we are asked when organisations contact us about our IT services (also, you can download our fact sheet here). If you need an answer to a question not on this list you can either add it to the comments at the end of the post, or contact us directly: call +44(0) 845 643 6060 or email info@ukngroup.com

Why outsource Information Communication Technology (ICT) Services?

Unless your organisation is in IT or communications, it is unlikely that ICT is a core competency for your business.

We strongly believe that you should outsource any non-core competencies, such as Finance, Legal and Marketing. You can benefit from the expertise of others while you focus on your specialism.

What can I outsource?

You can outsource any function that is a non-core competency within your business.

In terms of IT, you can outsource either your entire technology department, or a single service such as service desk, end-user support, server maintenance, Email management, application support, IT security, telephone system support, network management, hosting of servers, ICT projects etc. for example.

Does outsourcing IT mean I lose control?

No, not at all!

IT service providers like ourselves work with complete transparency, clients have 24x7 online access to monitor the status of any incidents, problems or changes raised across thei business, full reporting and access to a “live” person 24x7x365.

This in addition to regular face-to-face or conference call service review meetings; where all aspects of our service are discussed. Your outsourcing agreement will also include a Service Level Agreement, which outlines the minimum service commitments you can expect from UKN Group.

Can I outsource my entire IT department?

In short yes!

Your IT staff’s employment status is protected by Transfer of Undertakings (Protection of Employment) regulations, generally referred to as ‘TUPE’.

Will outsourcing save our company money?

In almost all cases the answer is ‘yes’. If you already have an in-house IT team, then we can demonstrate cost savings over the medium to long term, and also the very short term.

Naturally, you will achieve cost savings through the transition of service delivery to a blend of both remote and desk-side delivery. For example, if you require extended service hours, then an outsourced service will allow you to achieve this at a significantly lower price point than recruiting the staff in house. Whether your IT department are over-loaded or not fully occupied, outsourcing may allow you to economize more effectively.

How quickly can I outsource my IT and communications?

If your company is without IT support, then we can implement our services within a week.

If you are moving from another supplier, we typically transition the service during the month of the incumbent suppliers contract end. All parameters are client specific and bespoke to your requirements.

What should we not look to outsource?

If you have a bespoke application that is vital to your business, you can consider keeping this service in-house.

If your ICT and communications systems are failing on a regular basis, you may expect an improvement project ahead of smooth service delivery.

How do I measure my outsourcing supplier’s performance?

We have rigorous set of market leading service reports and measures to help you measure and monitor this service. This coupled with 24x7 access to a full reporting suite, regular face-to-face service and performance review meetings, regular communication.

You should also only consider service providers that attained industry recognised certifications in the specific discipline you are looking to outsource such as Service desk. This ensures all aspects of the service is benchmarked against a rigorous set of pre-defined standards and the best in the world. The Service Desk Institute is one such organisation.

UKN Group are one of only x2 companies in the UK and one of only x5 globally to have achieved the prestigious SDI 4* accreditation, this backs up our market leading position.

Other standard measures you could consider reviewing are:

  • The availability of your critical applications, e.g. Email, database, business line
  • How available is your network
  • The number of calls answered within service level
  • The on-going reduction in problem calls being logged
  • Financial trends such as cash flow
  • A measurement of downtime.

Further Information

Is your IT service desk 4*?

Benchmark your IT service desk against our 4* checklist.


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