Strategic IT planning: Tips for achieving peak operational performance

Tip 1

Enable AI and other innovations safely and ethically

AI enables organizations to automate business processes and enhance decision making, but only when it’s used responsibly. While 78 per cent of organizations use AI formally or informally right now according to the RSM Middle Market AI Survey 2024: U.S. and Canada, another 67 per cent say they need outside help to get the most from their generative AI solutions.

The key to deriving maximum value from AI is to start from a solid foundation. Ask your managed services provider to assist with developing policies and implementing proven governance frameworks to promote safe, effective use of AI. Additionally, seek advisors who can show you where AI can bring the most substantial benefits, then guide you in implementing the most beneficial tools and use cases. Ideally, your outsourcing provider can share best practices for implementing AI tools to automate business processes and make frontline employees more efficient.

Tip 2

Insist on continuous security monitoring and 24/7 help-desk support

Companies of all sizes are targets for hackers today, making 24/7/365 protection essential to reduce vulnerabilities and limit business disruption. Yet few middle market companies can afford to provide around the clock monitoring, application availability and security on their own.

A managed service provider with 24/7 help-desk support will allow your operation to run smoothly, regardless of time zone. Ask your provider to set up a comprehensive solution that can safeguard all your systems, including on-premises and private and public clouds. Insist on capabilities like always-on monitoring and threat detection—along with state-of-the-art backup and recovery systems—to reduce your cybersecurity-risks.

The best providers will also use a proven tech platform that integrates with leading third-party solutions across service management, IT operations and monitoring, backup and recovery, and cybersecurity.

Tip 3

Bridge the talent gap without hiring and training staff

With leaner staff numbers than large enterprises, middle market companies need generalists who can fill multiple IT roles. However, these employees are becoming harder to attract and retain. Plus, when organizations keep IT entirely in-house, they must deal with the high cost and complexity of hiring, managing and training new workers.

To fill the gap, seek outsourcing providers that give you access to highly experienced professionals you can’t find or afford to hire in-house. Not only will you gain skilled support, but you’ll also avoid the hassle of hiring and managing IT roles, giving your managers more time to spend on strategic initiatives.

Tip 4

Seek business-aligned IT capabilities for long-term success

Middle market organizations seldom stand still. Whether your organization is acquiring another company, growing organically or expanding across borders, you’ll require a flexible managed services provider who can accelerate your growth.

Advisors with a broad portfolio of services will support your growth strategies at every step. They can guide transaction management for a merger or acquisition, integrate business processes seamlessly, and stand up newly integrated systems cost-effectively. They can also provide strategic IT planning, giving you the right tools now and consulting with you over the life of your new systems. Plus, the ideal provider will follow proven frameworks like IT infrastructure library-based service management, keeping your IT ecosystem aligned with your strategic objectives.

Tip 5

Get your costs under control

As managed services agreements evolve, expenses can sometimes escalate. Or, if you don’t outsource currently, you may struggle with variable costs that break your budget.

With a managed services provider, organizations benefit from a fixed monthly spend, often on a per-user or per-device basis. You can gain additional cost savings by choosing providers that augment IT support with managed services. They can combine managed IT services, managed application services and virtual chief information security officer (CISO) services into a consolidated service agreement with a single provider offering broad solutions and skill sets. Plus, you can gain economies of scale by tapping into advisors with proficiency across multiple functional areas like finance, accounting and human resources in addition to IT.