Selecting an IT outsourcing partner often relies on initial presentations, which can hide operational risks until a dispute occurs. Common issues include SLA clock pauses during hardware procurement, disputes over downtime responsibility, and support services being bundled as an afterthought to implementation contracts.
Avdey Martynovich, head of the SMB division at ALP ITSM, suggests that business owners and directors should evaluate potential contractors using a specific set of ten questions. These inquiries focus on transition processes, SLA terms, penalty structures, system classes, and security protocols.
The proposed evaluation framework aims to help non-technical executives assess the reliability of a provider before signing a contract. By observing how a contractor responds to challenging questions, clients can gain a clearer understanding of the partner's operational transparency and professional standards.
