KEY POINTS:
Growing businesses seeking advice about computer systems, networks, telephony and software should steer clear of friends, acquaintances, friends of friends, and "the friend's son who is at university", say IT consultants. While the technical expertise of ad hoc IT helpers may be adequate, their approach is likely to
be reactionary rather than proactive, and IT encompasses a broad set of business tools which require planning and management expertise to deliver on their full potential.
"IT is a fast-moving area and small businesses need expert advice from consultants up to date with IT certifications, trends and issues. We do a complete diagnostic on the IT requirements and issues the business faces and come up with an IT plan for now and a roadmap for the future," says Gary Langford, CEO for IT consultant Eagle Technology.
Langford says software is moving in the direction of being more unified and better integrated with business processes like customer relationship management and the supply chain, and more businesses are using web-enabling applications and realising the benefits of unified messaging, telephony and computer systems. IT consultants save businesses money by streamlining IT systems, setting up more cost-effective networks and introducing new technologies like wireless networking and remote access for mobile workers.
John Way, sales manager for Auckland IT consultants ThinkIT, says the most common consulting need businesses have is for the design, installation and maintenance of network infrastructure, usually coinciding with a growth period.
"Business growth is a huge reason business comes to us. Before that, many people figure out their IT networking by reading what's written on the back of [hardware or software] boxes - it's a real Kiwi DIY thing," says Way.
He says while some businesses know exactly what new technologies they want and why; most simply have a business problem they want the consultant to meet "end to end". Some businesses also outsource all IT and telephony system management to consultants and IT vendor partners so they can get on with core business, says Way.
So how can businesses ensure they get a consultant that is the right fit? Way suggests asking businesses of a similar nature about the IT consultants or internal staff they use and the services they provide. And he says software vendors like Microsoft have considerable insight into consultant availability and reputation.
"A business should look for reference sites of businesses with IT networks of a similar size; business awareness on the part of the consultant; and a consulting focus on businesses of a similar size - there is a strong need to ensure that the business matters to the consultant," explains Way.
He says the Service Level Agreements (SLAs) used by consultants can be meaningless due to the legal exclusions within the SLA that protect the consultant; the relationship between a small business and an IT consultant is more typically based on trust.
Nick Janetzke, director for IT service consultants Future PC, says network management is the most common consulting request his company encounters, along with a desire for remote management of IT systems in which the consultant accesses the computer network of the business though an Internet connection to perform maintenance, monitoring and security procedures. "Very small companies use us as a 'break-fix' sort of service. That changes when they employ more than five people or have a server. Then they get into preventative maintenance and seek a reliable response," says Janetzke.
He advises businesses to seek consultants certified to support the software and hardware products they provide, and to check the qualifications and experience of individual system engineers and technical consultants.
"Some have the theory but not much experience. Businesses need someone experienced, who can respond quickly and who is available within the time range they operate in," says Janetzke.
Quick questions for consultants
* Do you work alone? - A solo consultant may be a good fit for a very small business, but those with bigger networks need a consultant able to respond any time.
* Who are the people in your company? - Ask about consultant and software engineer backgrounds, technical specialties, qualifications and company history.
* What types of businesses do you normally work with? - What size of business and business network is the consultant most experienced with? A consultant that works mainly with big companies may place smaller clients down the priority list.
* What particular products and services does your company provide and support? - Does the consultant have technology biases, or are they objective?
* What are your payment terms? - How is consulting and service work charged and what do the charges include? Can the bill broken down to reveal all dates and expenses?
* Can you provide references? - Look for reference sites similar in network size and industry to your own business.
* What training can you provide? - If your end goal is to develop a level of ICT self-sufficiency, or to train someone up to be ICT-capable, can the consultant provide this?