How outsourcing can benefit your company

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Costs and benefits of an external IT support

Outsourcing: Businessmen of the 21st century can not avoid this catchword. The outsourcing of the customer service or the accounting is a common concept in today's business world which helps a company to concentrate itself on its core business. Especially, the high engineered IT departments are popular business units, who are often taken over by external service providers. Instead of sending support inquires to internal departments, they get assigned to an external support team. Also in the IT support for Atlassian products like Jira and Confluence outsourcing is a regular process.

The IT outsourcing is a common concept, but it is by far not suitable for every company. Cost and benefit aspects have to be evaluated carefully when it comes to an outsourcing decision. In this article we will present you the advantages and disadvantages of an outsourced IT support and give you recommendations about your personal outsourcing decision.

Reasons for an internal IT department

The advantages of an internal IT department shall not be underestimated. The costs of a support department allocate themselves for specific company sizes to a lot of support requests and lower thereby the costs per single request. Furthermore, it can be an advantage to have employees in the company, who have a high level of knowledge about the characteristic needs and common IT problems of the company. Many problems can get resolved without a big amount of time for communication by those internal IT employees. Internal departments can be contacted easily and questions can be cleared quickly.

Another benefit of an internal IT department is the saved knowledge base inside the company, which will be lost once an external support company is not engaged anymore. The experiences the external service has collected will be lost in case of a finished collaboration and have to get achieved by the following support company.

You see, in specific cases it can be useful to build up an internal IT department in your company. This could especially be true for enterprises. In the following we will thematize for which companies outsourcing is an useful advantage.

Summary: Reasons for an internal IT department:

  1. Decreasing single support costs through a high number of support requests
  2. High level of knowledge of company specific problems in internal support
  3. Effective communication with internal employees
  4. Loss of knowledge through the change of the external support


Reasons for outsourcing of the IT support

IT support companies work with multiple customers, who have similar needs and problems to solve. Many IT support service providers specialize themselves thereby in specific IT areas like the Atlassian support and build a high level of knowledge in these fields. You, as the customer, will profit from these gained experiences while working with the support. You can be sure that they can answer even the most unique question you might have because they already have been working with other clients. These external service providers will fix your problems in the blink of an eye.

Another big advantage of outsourcing the IT support is its flexibility. If necessary, the cooperation with external service providers can be adjusted or canceled very quickly. You as the customer can react to external influences, like economic fluctuations or changes in the support requirements, comparatively easy. An internal solution is therefore missing this flexibility and adjustments are harder to make because of rigid employment contracts. Internal departments are causing recurring fix labor costs, that are often times too high in comparison to the not constant work demand.

But the main reason for outsourcing your IT support is the saving of costs. As mentioned before, the internal support just pays over, if a specific company size and a high amount of support requests is reached. Especially for small and medium-sized companies the internal support isn't beneficial because of less IT requests in comparison to bigger businesses. To train your own employees in IT specific topics requires a lot of time and opportunity costs, that result in losing focus on the main task. In these cases an external IT support can help: It delivers flexible solutions and works thereby exactly as much as it is needed. High quality and high knowledge level are thereby guaranteed.

Summary: Reasons for the external support:

  1. High knowledge level of the external support through its specialization on specific IT areas
  2. High flexibility in collaborations with external service providers
  3. Saving costs in case of lower support needs
  4. Employees can focus on their daily business


The decision to outsource your IT support needs an exact assessment of costs and benefits. The amount of support requirement plays a big role. If requests income are regular, but do not justify the employment of a team, who is responsible for IT, outsourcing would be the best way for your company. Through this process you'll get high quality solutions for flexible and appropriate prices.

The IT support in the Atlassian world:

One part of IT, which solves challenges for many companies, is our Atlassian support. Problems with Jira or Confluence occur regularly, but not in the magnitude for that an inhouse support would be worthwhile. External service providers can easily answer questions about migrations, installations and system adaptations in the software. The Atlassian support is also the perfect contact for questions about the Atlassian toolstack, about installation or log in problems and for individual development needs. Support inquiries connected to Atlassian's tools are submitted to Actonic consultants through a ticket system and get thereby processed very effectively.

Actonic has specialized itself in solving Atlassian support requests. We are the reliable partner at your side and deliver a proactive support for the entire Atlassian toolstack in German or English. Our support employees all have a consulting background. Through our process tickets are not just getting worked off, but we rather look at the bigger picture and try to solve the problems in the most beneficial, longterm way for our customers. We offer flexible and client specific support contracts, which guarantee individual solutions and developments, starting with only 700€ monthly. Stay focused on your daily business and we'll take care of the rest - just get in touch with us.  


Gonchik Tsymzhitov
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 16, 2021

So future of on-prem instances, is out-source and out-staff support. 

Do you have some exact calculation for small company with 700-1k employees and setup with Jira software, 20 agent of JSD, Confluence and Gitlab + Gitlab CI?

Andrei Pisklenov _Actonic_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
April 21, 2021

@Gonchik Tsymzhitov for exact calculation we need to specify some details, please, get in touch with us and let's discuss it.  

Gonchik Tsymzhitov
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 21, 2021

@Andrei Pisklenov _Actonic_  Thanks for the info

Michael Hood February 17, 2023

Certainly in every business there comes a period of burnout. And it is very important at this point to make changes in your business strategy. Outsourcing can be one of the most effective solutions. For example, in our company the call center function is outsourced and this helps to save costs on personnel and training. Here is a good article for those who are not sure about the effectiveness of outsourcing. After all, every company wants to provide the best service to its customers and this is exactly what you need to do.


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