When your IT service provider underperforms, you face a crucial decision: stay or change? It’s a dilemma many companies encounter. On one hand, there’s the notion of switching to a new supplier, hoping for better service. On the other hand, there’s the argument to invest in improving the relationship with the existing supplier and the quality of their services.
Switching to a new IT service provider may seem appealing, especially if the current one repeatedly disappoints. A new provider may bring fresh ideas and innovative solutions that could better suit your company’s needs. It could also be an opportunity to benefit from competitive rates or improved service terms.
However, switching to a new supplier also entails risks. It involves significant investments in time and resources to select a new provider, draft contracts, and transition to new environments. Any change often initially brings a dip in service experience. Moreover, there’s no guarantee that the new provider will deliver better performance, and building a new relationship takes time.
On the other hand, investing in the relationship with the existing IT service provider can yield results. By openly communicating expectations and concerns, solutions can be worked on collaboratively. This includes redefining service delivery, collaboration methods, and setting joint concrete improvement goals. By investing in the existing relationship, you may retain the benefits of the knowledge the current provider has built about your company and systems, saving effort on selection and migration processes, and above all, building a new relationship.
Don’t get me wrong, the bottom line is that a supplier should deliver on what is agreed upon. However, it’s often a combination of unclear communication, collaboration, and expectations that cause issues between parties.
There’s no one-size-fits-all answer to this decision, but make sure to carefully weigh which option offers the most value in the long run.
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