It may seem a no-brainer, yet our survey results show a lack of interest in handing over basic operational duties to a third party. Only 5 percent of respondents rely on external resources to handle helpdesk operations, 4 percent for IT security, 6 percent for network management, and 4 percent for e-mail administration. The main reason for not doing more, IT managers say, is that it takes too much time to get outsiders up to speed on internal processes. Additionally, more respondents (36 percent) are only somewhat satisfied with IT services organizations than very satisfied (13 percent) or satisfied (32 percent).
It's unlikely, however, that IT leaders at emerging enterprises will be able to resist the lure of doing more outsourcing as their businesses grow but their IT staffs and budgets don't. Even now, these organizations often turn to professional services organizations and VARs (value-added resellers) for help with projects that require skill sets not available in the IT department.
"If we need expertise we don't have, we'll bring someone in," says Michael Golden, IT manager at Unique Fabricating, an Auburn Hills, Mich.-based manufacturer of die-cut automotive supplies. His two-person IT department turned to a professional services company to set up a Citrix farm for approximately 30 users, for instance.
Network management will always be a priority for IT (after all, if IT won't do it, who will?). But emerging enterprises that don't tap into the full potential of their IT departments are wasting resources that could be turned into cost savings, competitive advantage or improved productivity.
Savvy business leaders must encourage communication between business managers and IT. And forward-thinking IT directors must find ways to demonstrate the business value that are often hidden under layers of technical arcana. Emerging enterprises will find that setting another place at the table means a bigger feast for all.
Andrew Conry-Murray is Network Computing's business editor. Write to him at [email protected].
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