Specifying and Purchasing IT

5. Services

Unless you have in-house expertise, you may need to purchase additional services as part of an effective solution.

5.1 Your solution may need installation.

• An unskilled user can usually get a standard computer running. The operating system and standard software is often pre-installed.
• You may need help from the supplier to install more complicated systems. For example, setting up a network might involve both cabling and initial configuration of the network software.

5.2 Software may need customisation to ensure it best meets your needs.

• Initial customisation of some packages, such as accounting software and databases, can require expertise.
• Integrating new applications with existing software can be complex.

5.3 Employees often need training and support, particularly for new software.

• On-site training can be more convenient and effective, though at a higher cost.
• Software often includes access to a helpdesk, online or by phone. Check the costs and reputation.

5.4 You may want a maintenance contract either from your supplier or an independent maintenance company.

• Establish the quality of the service. For example, whether the engineers work to ISO 9000, how qualified they are, and what quality of parts they will use.
• For a critical system, you may want a maintenance contract which guarantees repair or replacement within a short time.