IT support is no longer just a service; it’s a strategic partnership. Whether you’re a small business, a Government department, or a large organisation, a strong, ongoing relationship with your IT support vendor is crucial. But sustainable, successful vendor relationships don’t just happen; they’re built through ongoing dialogue, shared accountability, and mutual understanding.
Many clients assume that once the contract is signed, the vendor should “just get on with it.” But the most effective IT support partnerships involve active, regular questioning—not just of the vendor, but of yourself as a client. By continually asking the right questions, you can drive performance, prevent issues, and create a more agile, responsive IT environment that truly supports your operations.
Here are the key questions you should keep asking to ensure your IT support relationship remains strong and valuable:
1. Are we still aligned on what success looks like?
Your IT vendor should understand your business goals, not just your technical requirements. Revisit your success metrics regularly: uptime, user satisfaction, resolution times, risk mitigation, innovation, or cost-efficiency. If these aren’t being discussed, you’re missing an opportunity to ensure IT is driving value, not just ticking boxes.
Ask yourself: Have our priorities changed?
Ask them: How are you adapting to our evolving business needs?
2. What trends, risks, or opportunities are you seeing that we should know about?
A good IT support vendor should be proactive, not reactive. They should alert you to emerging risks (cybersecurity, compliance changes), evolving technologies (AI, automation, cloud), or smarter ways of working. If your vendor isn’t prompting strategic conversations, they may not be thinking beyond the help desk.
Ask yourself: Are we seeing them as a partner or a problem-solver only when something breaks?
Ask them: What’s on your radar that should be on ours?
3. Are we using your services effectively, or underutilising them?
Vendors often provide more capability than clients realise. There may be tools, systems, reporting, training, or performance improvements included in your plan that go untapped.
Ask yourself: Are we getting full value from what we’re paying for?
Ask them: What aren’t we using that we should be?
4. How do we communicate—honestly, consistently, and constructively?
Clear communication is the foundation of every successful vendor relationship. Too often, service issues fester because expectations weren’t set clearly or feedback wasn’t shared. Regular check-ins, performance reviews, and frank conversations are essential.
Ask yourself: Are we giving them the context and feedback they need to succeed?
Ask them: Are we easy to work with? What would make communication smoother?
5. Is our current arrangement still fit-for-purpose?
IT needs change, fast. A plan that worked a year ago might be holding you back today. As your business grows or pivots, so should your support arrangements.
Ask yourself: Has our environment changed in size, complexity, or priority?
Ask them: Should we review our scope, SLAs, or engagement model?
6. What insights can we get from the data you hold?
Your IT support vendor is sitting on valuable information, support trends, usage patterns, recurring issues, security risks. That data can inform business decisions and continuous improvement.
Ask yourself: Are we using IT data to drive smarter decisions?
Ask them: What patterns are you seeing that we should act on?
7. What could we both be doing better?
A strong vendor-client relationship goes two ways. Don’t be afraid to ask for their feedback about your team, processes, or responsiveness. A little vulnerability can go a long way in building trust and mutual respect.
Ask yourself: Are we treating them like a partner or a service desk?
Ask them: How can we help you help us?
Sustainable Vendor Relationships Require Shared Ownership
Too often, clients treat IT vendors like a tap: on when needed, off when not. But modern IT environments are dynamic, complex, and mission-critical. You don’t want a vendor who just responds to tickets, you want a partner who understands your business, speaks up when needed, and evolves alongside you.
The key? Keep asking questions. Keep showing up. Keep making space for the conversation.
Because the more you engage, the more value your vendor can deliver, and the better the outcomes for your organisation.