Switching IT Support Providers is easier than you think

A smiling man on a helpdesk helping a client switch IT Support company

Making the Switch: How to Transition to a New IT Support Provider Seamlessly


Introduction: Why This Guide is Essential

Switching to a new IT support provider is a significant decision that affects your daily operations and your company’s long-term technological health. This guide aims to demystify the transition process, outlining the benefits of a switch and providing a detailed, step-by-step strategy to ensure a seamless and stress-free change. Whether you’re dissatisfied with your existing system’s IT support or looking for more advanced options, read on to understand how this transition can catalyse business growth and improve operational efficiency.

Understanding the Need for a new IT provider

Enduring subpar IT support from your current service provider can hinder your business more than you might realise. From slow issue resolution to frequent downtime, poor IT support can stifle your business’s potential and cause frustration across your team.

Current IT Challenges

Begin by evaluating the problems you face with your current provider. Issues such as frequent downtimes, slow response to IT crises, and ineffective solutions are common indicators of a support service that may not be equipped to handle your needs. This section might also touch on how your current IT support fails to scale with your growth or lacks expertise in crucial new technologies impacting your industry.

Advantages of Switching Providers

Switching to a new IT support provider offers numerous benefits: enhanced security measures, access to cutting-edge technologies, more responsive customer service, and customised IT strategies that align with your business objectives. A new provider can introduce proactive support measures aimed at preventing issues before they arise, which can significantly enhance productivity and ensure that your IT setup evolves in sync with your business needs.

Recognising the Signs That It’s Time to Switch

Knowing when to make a switch is as important as the switch itself. Persistent issues that disrupt your operations are clear indicators, but there are subtler signs that you might need a change.

Evaluating Your Current IT Support’s Performance

Take a closer look at your current IT support performance. Analyse their response times, problem-solving effectiveness, and how well they understand your business needs. Are they proactive about security, updates, and technological advancements? Do they offer strategic advice that aligns with your business goals? A lack of these qualities can significantly hamper your business’s ability to compete and grow.

Gathering Feedback from Your TeamSwitching IT Support Providers is easier than you think Ingenio


Your team’s feedback is invaluable in assessing the effectiveness of your IT support. Regularly engage with your staff to gather insights on their experiences with IT support. Are they satisfied with the level of service, and does it make their work easier? Do they feel their technical issues are resolved efficiently? This feedback can highlight areas where your current IT support is failing and what you should look for in a new provider.

Selecting the Right IT Support Provider

Choosing a new IT support provider is a critical decision that should be approached with thorough research and careful consideration.

Key Considerations in Choosing a Provider

Look for providers with strong reputations for customer service, quick and effective solutions, and the ability to provide bespoke services tailored to your specific needs. They should have robust security protocols in place, offer scalable solutions, and have expertise in your sector. Certifications and customer testimonials can also provide insight into their capability and reliability, making it easier to select a reliable supplier.

Cultural and Operational Fit

The ideal provider should not only be capable in terms of technology but also a good cultural fit with your business. This means they should share your business values, communication styles, and service expectations. A provider that meshes well with your company culture can lead to smoother interactions and more satisfactory service.

The Transition Process: Ensuring a Smooth ChangeSwitching IT Support Providers is easier than you think Ingenio

A smooth transition to a new IT support provider is essential to minimise downtime and ensure that your business operations continue unhindered.

Developing a Comprehensive Transition Plan

Plan the transition meticulously by outlining each phase of the process. This plan should include key milestones, timelines, roles, and responsibilities to ensure an easy transition. Ensure that your new provider is involved in planning to align their onboarding process with your business needs. A proactive provider will have a plan to gather documentation from the incumbent IT company, usually consisting of a document that asks for particular information to ensure a smooth handover. When Ingenio Technologies does this, they suggest paying the outgoing IT company to complete the handover pack.

Managing the Technical Aspects of Transition

Focus on the technical details of the transition, particularly data migration, to ensure a smooth move. Ensure that data handling is secure to prevent breaches and losses. Establish a clear communication plan to keep all stakeholders informed throughout the process. This should include regular updates and immediate reporting of any issues that arise.

Building and Maintaining a Successful Relationship with Your New Provider

A successful relationship with your IT support provider is based on clear communication, mutual understanding, and regular evaluations.

Setting Expectations and Communication Protocols

From the outset, establish clear service level agreements (SLAs) that outline expectations in terms of response times, resolution strategies, and regular communication to make sure issues are resolved quickly. Agree on how and when communication will occur, and what escalation procedures are

in place for critical issues.

Regular Reviews and Continuous Improvement

Set up regular review meetings with your new provider to assess their performance against the agreed SLAs. Use these meetings to discuss any IT needs changes and strategise on potential improvements. Encouraging a culture of continuous improvement can help keep your IT support aligned with best practices and business goals.


Switching to a new IT support provider can seem daunting, but the right approach can substantially benefit your business. This guide provides a structured approach to making this transition smooth and successful, enhancing operational efficiency and preparing your business for future growth. Remember, a proactive, responsive, and technologically advanced IT support provider isn’t just a supplier but a partner in your business’s journey. If you’re ready to make the change, contact us, and we’d be delighted to support you every step of the way.

Questions businesses have asked us since 2005

Can we still move to a new provider if I don’t know the admin password?

If you don’t know your administrator passwords, the outgoing managed service provider will likely have these.  In the 20+ years of running Ingenio Technologies, we’ve never had the incumbent outsourced IT partner refuse to hand over key information like this. After all, it is your information, not theirs.   There are many ways to get passwords, but it’s doubtful you’ll ever need to resort to such tactics.

Will changing IT partners affect our backups?

Assuming the current provider is following good backup practices, this should not be a problem. For example, Ingenio Technologies will overlap their backup service by a minimum of a month to ensure no data is lost. They will also follow best practices for backup and disaster recovery, following the 3-2-1 rule: 3 copies of your data, 2 on-site, 1 off-site.

Who do I contact for technical support during the transition?

If you need technical support during the transition phase, you will most likely use the new IT partner. If they are not able to fix the issue it’s likely because they haven’t completed a full onboarding, they will either ask you to phone the existing outsourced IT company or contact them on your behalf. The new company will want to make this as simple as possible for you.  During onboarding, the new IT company will create a network diagram and create an asset list of all software and hardware. They will gather all the information on your Microsoft licensing and check the install procedures for your new computers and new starters.