Which method of organizing technical support to choose

[subornaakter20]

Each of the listed options has, of course, its positive and negative aspects. What exactly are they?

Full in-house
The safest approach, besides, it is easier to establish communications, control employees, plan work, but there will be questions that you will have to solve yourself:

How to draw up a 24-hour duty schedule , evenly christian churches email list distributing day, evening and night shifts?

How to reduce the so-called bus factor , that is, organize work so that even in the absence of several workers (vacation, illness) the process does not stop?

How to take into account the risk of employee burnout (which is possible due to night shifts and a generally difficult work schedule)?

How to distribute the workload evenly? After all, the peak of problems occurs during day shifts, and night shifts are usually relatively calm.

How to maintain the relevance of the system , ensure monitoring, organize regular checks of the entire resource infrastructure, constantly replenish the volume of knowledge of employees and competently set up the processes of exchanging this knowledge?

Inhouse and outstaff 50/50
The main advantage of this approach is that the contractor can be fully entrusted with monitoring, auditing, and eliminating most of the problems. In this way, your own employees will focus all their efforts on resource development and will only be involved in eliminating critical, abnormal incidents.

Here it is very important to clearly set up communications, information exchange between outsource specialists and your own. So that it does not turn out that the internal third line of support during the day introduced some new tools, changed the server configuration, but no one informed the outsource team about it. During the night shift, the new element did not work correctly and caused a critical incident, but the outsource employee cannot fix anything, because he is not aware of the changes. As a result, the site does not work during the night (at best).