Providing an industry insider perspective is always a pleasure, since I enjoy helping out other business owners and managers. It is understood that making assumptions is dangerous, so here is a list of questions you should be asking your current IT provider:
1. Is my network secure?
If you do not already know the answer, then the answer is no. If there is any doubt in your mind, then the answer is no. That might sound harsh, but it really is that simple. The sad reality is ignorance is not bliss and it takes a concerted effort by both management and IT providers to establish a secure network and to keep it that way. If you are not currently aware of the security status of your computers and network, then it is a safe bet there are significant vulnerabilities on your network.
What does that mean? In a simplistic overview, a “secure” network covers protection against both manmade and natural threats. Since threats are constantly evolving, so must the steps to protect a company’s resources. Interestingly enough, this does not have to be an expensive proposition. The most cost effective preventative measures are user education and keeping systems up to date with software patches.
2. Have you tested my data backups to see if they work?
This is the most important question you should be asking. It may not seem like common sense, but the actual act of performing backups is only part of the battle. People generally do not bother to check and see if the backups actually work. It is surprising how many people thought their backups were being done, but when the time came to recover they find out the backups either were failing or were simply not running. If you cannot recover from your backup media, then all your expense in performing the backups (hardware, software and man-hours) is for naught.
Try this on for size - the average failure rate for recovering from tapes is 30%. This means you only have a 7 in 10 chance of successfully recovering data from tape backups, even when the backups are being performed properly. From the simple business terms of data loss, a 70% chance of recovering critical data is quite abysmal in terms of potential financial ramifications from the loss of critical data. Additionally, did you know you should replace the tapes at least every 6 months? There are better solutions out there, so ask your IT provider for guidance.
What other solutions are there? The most reliable method for backups is currently off-site storage, where data is remotely backed up via the Internet to a secure data center. These not only verify the data, but they eliminate both the human error of remembering to do the backups and the physical problems associated with magnetic tapes.
3. Am I protected from viruses & spyware?
Yet again, this is another loaded question. I am constantly amazed how many businesses have outdated antivirus software and therefore have some level of compromise. According to a recent study by the FBI, while 98% of businesses have antivirus software 68% of businesses reported virus outbreaks. How can this be?
Unless you are tracking the status of each system on your network, there is a very good chance some of your computers are running with either no antivirus or an expired license. An expired license does not allow users to download new virus definitions, which protects the computer from new threats – it is equivalent to having no antivirus software at all. There are dozens of new viruses, spyware and other malicious programs released “into the wild” each week by hackers. Since hacking is now big business, international crime syndicates (organized crime) are behind most new viruses. They write viruses to take control of your computers to do many things, including identity theft, using your computer to send out spam, or use your Internet connection as a means to attack other computers. It is frightening stuff.
4. Where is my network documentation? (contingency plan)
Do you have a simple reference for your network configurations, passwords, account numbers, and other pertinent information to keep your network operational? If not, do you feel as though you are being held hostage by your IT provider? It is quite common to feel afraid wondering what would happen if you switched IT providers based on not knowing anything about your network. It is actually very easy to document a network so that you can be confident that you own your network and can change providers with ease. You should store a hardcopy printout of your network documentation and keep it in a safe place.
5. What am I getting for my money? (Preventative maintenance)
Unless you sit down with your IT provider and have a Computer Lifecycle Plan (CLP) worked out, there is a good bet that your IT provider is merely service you for reactive maintenance. Reactive maintenance is basically keeping you running. With a focus on preventative maintenance, your IT provider should be helping you plan out the lifecycles of your computers and helping match your technology needs with the proper tools to support your operations. That really is the difference between having a contractor and a partner. A contractor is going to come when you call, but a partner is going to look out for your best interests and help serve as a guide where they are professionally skilled.
The main thing to remember is that is it okay to ask questions. As a professional, your IT provider should welcome your interest and concern. Remember that we are there to serve you.
