Computer Services for Small Businesses

  Introduction - most small businesses in the UK are reliant on computer technology to support their business. When computers break down or need setting up, maintaining or upgrading, it can sometimes be difficult to know which computer services supplier to use and what level of support is required.  Most small firms don't have the necessary information technology skills to do repairs, monitor and maintain application software or implement a data recovery strategy. Simple choices have to be made about how much is done in-house and what computerservices are procured from third party specialists. Key computer business services include installation, PC upgrade and repair, network installation, application programming, data recovery security services and computer rental services. This article summarises the types of computer services available, the importance of a computer services strategy and how to choose between service suppliers...

  Type of Computer Services - the main types of computers services are as follows:-

• Hardware Installation, Upgrades and Repair Services - these are the most common type of computer services and are available from most local computer suppliers.  This type of service is usually initiated via a help desk telephone call.  An on-site engineer will visit the site to undertake hardware fix repairs, or regular preventative maintenance involving diagnosing problems and replacing faulty components.  A call to fix service is designed to enhance the usual return to base (RTB) warranty, provided by most hardware manufactures.   In addition, component upgrades are sometimes required to maximise the computer equipment's processing ability by upgrading memory and hard disks.  This can be a very useful service when older PC's and laptops tend to crash on a frequent basis.  Typically this will involve a system tune-up and cleanup.  Applications configured incorrectly can easily freeze up, frustrating users and wasting valuable time.  To prevent system crashes specialists can optimise the random access memory (RAM), remove unused applications and ensure the hard disk fragmented, to exploit the maximum is in power available. Another common activity is setting up a shared wireless network in a small office where the team needs to access shared data or login from their laptops.

• Computer Application Services - specialist application service providers can help evaluate and select appropriate 'off-the-shelf' software for small firms.  These well-known software companies like Microsoft, Oracle, Sage, SAP, IBM, EMC, CA, Adobe and Symantec often list accredited application service providers that provide packaged user training.  Installation of applications into existing systems and remotely supporting applications using dialup and internet protocol technology is an equally important service.

• Computer Programming Services - many small firms decide to develop their own in-house database orientated business applications, to help them manage important business processes.  For instance, programming skills are required to develop applications in SQL, PHP, Java, C, Ajax, Perl, Ruby, JavaScript, Python, DHTML, Visual Basic and ADA.  These may help build applications to control a sales funnel, workflow processes, quality control or management reporting.

• Computer Network Services - computer networking services providers can assist businesses to design, implement and install different computers, printers, faxes and monitors on a cabled local area network (LAN). This creates opportunities to share expensive printing resources and access files between team members, both within the workplace environment and remotely logging in using the internet if they are working from home. Sometimes a small business may have more than one office and requires interconnecting system using a wide area network (WAN).  Installation of any network may involve complex wiring and some type of server monitoring, adapters, extenders, splitters, routers or switches, which are all best left for qualified networking professionals to install.

• Internet Services - suppliers can help small firms in a number of areas to exploit Internet based technologies. For instance, suppliers can build, host and help to FTP updates of a small firm's business website. They can also set up the Internet connections acquired a small office, configure e-mail accounts, network access, instant messaging and file sharing between team members.   The choice, setup and management of an ISP and broadband service is also another important business decision, as restricted bandwidth or poor service may prevent employees from doing their jobs effectively.

• IT Training - most business training advice services are provided by specialist training organisations who have been accredited by software companies in their specialist area of expertise. Business training as an essential aspect of user take-up of new technology and helps to eliminate dissatisfaction, unwillingness to adapt to new applications and potentially expensive helpdesk phone calls.  Basic help and one-to-one tuition on how to use the Internet will help to improve employee productivity, getting them up to speed as soon as possible.

• Computer Data Recovery Services - the recovery of lost business data is arguably the most important service any company could procure.    A backup service is useless without a guaranteed data recovery service.  A data recovery service will involve assessing the needs of a small business and providing an appropriate end-to-end Disaster Recovery Plan.  This may involve an offsite solution, so that in the event of complete disaster such as fire, flood or building collapse, data can be restored within reasonable time limits.

• Computer Data Security Services - this type of service aims to limit the damage caused through unforeseen events.  Backup services may include real-time mirroring of critical customer data to an offside location.  Less costly alternatives include weekly archiving in-house process to a tape device.  This may involve some user training from the data security specialist on how to use backup software packages like Bounceback, Norton Ghost, Acronis Tru Image, Legato, EMC Dantz and 2BrightSparks.  In addition, initial setup of a network will inevitably include the setting up of a network firewall and virus protection for any e-mail systems. This is an important service as the nature of Viruses, Worms, Trojans horses, adware and Spyware is becoming an increasingly serious problem for businesses trying to protect critical business data.  Protecting customer and banking data has to be one of management's top priority is to ensure confidence from suppliers, customers and staff does not evaporate. 

• Computer Buying and Rental Services - many small firms simply don't know how to define their own IT requirements.  Specialist computer rental service providers can assist in building custom computers to suit budgets and needs. Where there is a heavier reliance on computers within a small business, sometimes renting computers can provide cost efficient alternative.  Avoiding the initial capital outlay purchase and instead spreading the costs over a given period, (much like car leasing), can help to smooth out cash flow issues, while benefiting from upgrades and service provision from the IT lease holder.  In addition, any sizing or scoping type services may also be appropriate and are usually linked to a rapid growth in the number of people within the business and law that needs to adopt high bandwidth or resource hungry software applications.

• Voice Over Internet protocol (VOIP) - the service involves helping to reduce the cost of conventional telephone services to small firms, by making telephone calls across the Internet.  The main VOIP solutions are Skype, Google Talk, Netmeeting, ICQ and Yahoo Messenger.  It is highly cost-effective for small businesses that rely on receiving and making large volumes of phone calls to and from prospective customers. The changing nature of this market means a specialist telecommunication company is best placed to recommend, source, install and maintain the communications equipment required to achieve the cost savings.

  Finding and Dealing with IT Suppliers - sometimes family run firms prefer to deal with other local smaller firms, creating personal relationships and a good understanding of each other's strengths and weaknesses. Many larger IT support organisations rely on a centralised call centre approach to filter incoming calls, based on call severity.  As anyone knows who has called on online banking call centre, this can mean repeating the nature of the problem to a number of people, being held in a cue, and slow response times before the supplier agrees to recall a date for their engineer. Check the computer services service level agreement (SLA) very carefully before signing it. An SLA is the document which underpins the contractual terms under which the computer services is delivered and by when. Sometimes the inflexibility of an SLA may override a common sense practical solution and prevent an engineer from fixing something relatively straightforward.  The main areas to check are:-

• The call centre opening hours

• How well the call handling and escalation procedure is documented

• Definitions of incident severity by component type

• The call-to-fix repair times

• What financial penalties exist for failure to meet service levels

  Why are Computer Services so Important? - Although many small firms are completely reliant on computers to store and manage critical data, most small businesses cannot afford the same services levels enjoyed by larger national and multinational businesses.  Indeed, the impact of computer failure on a small business is generally more severe when compared to a multinational company (because of the inadequate levels of support afforded to small businesses). 

Typically, teams within a small business may rely on a couple of desktops or laptops, perhaps connected to a central server, using Microsoft Office, email and other industry standard office based applications.  For example, this type of small enterprise may rely on accessing customer account data, payroll and accounts, correspondence with suppliers and customers, e-mails from prospects; business forecasts help within spreadsheets and in-house applications and requests.  When this type of setup fails, the entire business is rendered useless.   As businesses get bigger and their reliance upon larger computers and more complex systems increases, it is vital to have an IT support strategy.  The cost of downtime can easily be calculated in terms of the overall cost base of the business over any given period (this is typically measured in minutes and hours).  Small firms simply can't afford to have any unnecessary downtime which prevents them from winning new sales orders, chasing monies owed, servicing clients, paying staff or viewing management information.

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