What should you look for in an IT supplier?
ICT is seen as a highly technical and specialist subject and many people find it confusing, especially with the amount of jargon that is used. For the inexperienced or non-specialist ICT Purchaser, choosing a solution or selecting a Supplier can be a daunting task.
Most business people need help with ICT purchasing. 86% of small businesses interviewed for research carried out for Accredit UK acknowledged that the success of an ICT purchase depends upon the Purchaser as well as the Supplier. 71% of businesses also explicitly cited the need for a guide to good practice. Research undertaken by Royal Holloway, University of London, concludes that lack of expertise means that most small firms fail to make best use of their IT.
As a new IT system can be a significant investment, it's important to choose the right system and supplier. Before you choose an IT supplier you should:
- find out whether the supplier can provide all the hardware, software, services, support and maintenance you need
- check whether they will install and configure your system so it's fully operational
- ask whether they will train your staff
- confirm what frontline support they can provide - eg a telephone helpdesk
- ask whether they will take responsibility for system components purchased elsewhere
- investigate what sort of maintenance contracts they provide
- get details of what exactly is included in their supply contract
- find out what sort of warranty they provide
- confirm whether they will continue to provide support if you take responsibility for replacing faulty hardware yourself
- find out if they will accept payment for the system only when it is installed and working to your satisfaction
- ask whether upgrades and fixes to software are included in the price
- ask them to provide references from other, similar companies they've helped in the past
- ask whether they will provide you with written documentation that will help you understand your system
- decide whether you feel they understand your business needs
- ask about any experience they may have in your industry
- ask whether they are happy for you to test the proposed system, perhaps under a non-disclosure agreement
- find out whether they are financially viable and able to meet your requirements in the foreseeable future
