Digital technologies have risen to prominence in today’s modern era. On one hand, technology has become a global means of communication in our everyday lives. It has made drastic changes to the world in many positive ways. On the other, the increasing reliance on digital technologies to catapult productivity along with the fact that networks and infrastructures are more complicated than ever before have posed a real dilemma to businesses. That is – to outsource performance issues, laptop screen repair and other digital technology hiccups to an external service centre or to build an in-house IT helpdesk with highly specialised knowledge of their own systems?
Well, it is fairly evident that all businesses in Singapore – regardless big or small – require some sort of dedicated IT support. Because when there’s a software or hardware mishap, businesses suffer. However, the fact that all businesses have different goals and needs suggest that there is no one-size-fits-all solution. Hence, the bigger challenge lies in determining the right strategy for your business. It’s a hard one to call, but fret not.
Below, we have gathered the pivotal differences between the two so that you make an informed decision.
The In-House IT Support Model
Pros
- Easy access to a dedicated support team: Having an in-house team means that you get instant, exclusive access to an internal team – the term ‘in-house’ says it all. Should an emergency disruption take place, you can rest easy knowing that you have a quick backing.
- In-depth understanding of your business’s unique needs: You get to build a team of specialists who have got an intimate knowledge about your systems and specific setups, which in turn, enable them to resolve issues with little to no downtime. This is regarded as invaluable for some businesses.
Cons
- It can become an expensive endeavour: The in-house support model can be a very costly endeavour. Having to pay upfront costs that encircle recruiting, training, equipment (such as laptops and tablets), remuneration and the list goes on; an in-house team may not be the most financially-friendly option.
- You are limiting your technological expertise: Unlike the professionals in repair shops, your support technicians may not have the necessary experience or know-how to handle complex diagnostics. Not to mention, when it comes to hardware-related issues, an in-house team may not be equipped with the essential replacement parts.
The Outsourcing Model
Pros
- More cost-effective: When all things are considered, the outsourcing model appears to yield more economic advantages. The cost immediately becomes more apparent when you outsource repair, upgrade and maintenance services to the big boys of the business.
- On-demand access to a wider pool of expertise: Whether you are facing hardware or software issues on your laptops or tablets, you can count on outsourced support in Singapore to sort them out. With more tools, resources and talents, solutions are readily available.
Cons
- Availability: Outsourcing means that you’ll have to harmonise with the external organisation’s timeline. At times, getting immediate help may become challenging.
- Concerns with data privacy: Some organisations may be concerned with data privacy. However, one thing for sure is that all these can be avoided when the right provider is chosen.
Final Remarks
To reiterate, there is no one-size-fits-all answer to the big question. Perhaps some company see in-house as a more valuable option, while others prefer to channel their resources on greater aspects of their business and have their technology needs outsourced. Simultaneously, we also see organisations adopting the hybrid model – an approach that offers the best of both worlds.
Now, the ball is in your court to weigh the options.
