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Cloud Services Problem Resolution: Oliver Smith, Conduit Global

Over the past few years, there have been significant changes in the technology services sector. One of the most apparent is the expectations of enterprise clients in terms of the value they expect to garner when working with an IT services vendor. It is clear that how relationships are formed, managed and fulfilled between the client and its IT services partner, trust around delivery value is the omnipresent factor that defines the dynamic between both parties. No longer can price be the sole driving factor; rather compatibility and cultural congruency are also major determinants.

Probably the most important a vendor can do when engaging in an IT services engagement is get right down to the core elements of the client’s business challenge. After all, if an enterprise is intent on seeking assistance from an outside party, the most imperative thing for the outsourcer to do is identify the problem, and then construct the best roadmap to deal with its resolution. Equally, during the implementation process, the vendor partner needs to remain accountable to the client – if a problem crops up, the best course of action is not to sweep it under the carpet only to have it reappear at a later date; rather, the responsible thing to do is take immediate action so that the client will have the least amount of obstacles to deal with once the implementation is complete.

Another important facet of the relationship between the technology vendor and its clients in today’s business environment relates to resourcing. Too often in the past, there has been an emphasis on solving problems quickly by way of throwing large numbers of people at an engagement. However, if there is one lesson that anyone in this space has learned, it is that ‘body-shopping’ technology problems rarely works. In fact, the best method to resolving a client’s problems is to use a pragmatic resource strategy in which the people with the most relevant skill sets are assigned to projects that they can move forward efficiently. Not only does this reduction of head-count mean less bureaucracy, confusion and possible cross-purposes, it also ensures greater value for the enterprise, in the form of faster turnaround by way of optimizing the number of consultants.

By taking a pragmatic approach to each new deal, effectively eschewing a one-size-fits-all formula, IT service outsourcers will not only enhance trust with their clients, but they will be in a better position to gain longer term relationships and access to higher-value work. Quality work and problem resolution must be at the forefront of what each outsourcer brings to the table.  For the client, the reality is that engaging with a vendor that shares the same values will mean a better business outcome, meaning improved performance and customer satisfaction.

Oliver Smith - Director of Quality Assurance, Conduit Global.

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