A few providers promise to send technicians to the user to solve difficult software problems. This can generate significant time savings. A growing number of companies offer support services. Some, like IBM, Compaq, Hewlett-Packard, and Dell, market services along with their hardware. These frequently require the IT manager to use that vendor's hardware.
Some vendors also offer support through their network of resellers.
Many independent service providers support multiple server and desktop platforms and software. If the IT manager decides to investigate outsourcing support functions, several criteria should guide the selection process. The manager should ensure that the provider offers local support and that the provider's staff is large enough to quickly respond to problems. If a user must wait a long time for a technician to travel to the site to repair a system, the support will not be timely enough for most applications.