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IT Service Strategy for Small Businesses

Updated: Apr 26

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The right IT service strategy can streamline operations and significantly enhance efficiency, competitiveness, and innovation.

However, the challenge for Small-to-medium-sized enterprises (SMEs) lies in developing an effective and tailored strategy to their specific needs without overcomplicating processes or diverting focus from their core business goals.

Few organisations can spare valuable resources, least of all smaller ones.

This article guides SMEs through formulating an IT service strategy that leverages the benefits of outsourcing and Software as a Service (SaaS) solutions.

It will explore how these elements can be integrated into a simple yet powerful strategy that supports business objectives, considering the diverse needs of different types of businesses.

From assessing current IT infrastructure to choosing the right SaaS products and deciding when to outsource IT services, we'll provide insights and actionable advice to help SMEs navigate their journey through their IT service strategy for small businesses.

Small Business vs Larger Organisations

The IT strategy for a Small and Medium-sized Enterprise (SME) often differs from that of a larger organisation due to several key factors such as budget constraints, resource availability, scale of operations, and strategic priorities.

Here's a closer look at how these strategies might differ:

Budget Constraints

SMEs typically have tighter budget constraints than larger organisations. This impacts their ability to invest in cutting-edge technology or large-scale IT projects.

As a result, an IT strategy for an SME is more likely to focus on cost-effective solutions, such as cloud services, open-source software, or Software as a Service (SaaS) models, to minimise upfront investments and operational costs. It might also seek monthly payment terms and shorter-term contracts with suppliers.

Resource Availability

Larger organisations often have dedicated IT departments with specialised teams for different functions, whereas SMEs may have limited IT staff that act as generalists or rely on external consultants.

Therefore, an IT strategy for an SME would likely emphasise simplicity, ease of use, and minimal maintenance requirements to compensate for the smaller IT team.

It can certainly be that smaller organisations have staff running their systems that aren't IT trained or maybe filling other non-IT roles concurrently.

Scale of Operations

The scale of operations significantly influences the IT strategy.

SMEs usually require IT infrastructure that is scalable and flexible to support growth but doesn't necessarily need the complexity or robustness that a large organisation might.

For example, an SME might opt for a more straightforward network setup and data storage solution that can be easily scaled up rather than a complex, distributed architecture.

Strategic Priorities

SMEs typically prioritise agility and the ability to respond quickly to market changes over the long-term IT planning more common in larger organisations.

Thus, their IT strategy could focus on implementing technologies through partnerships that enable rapid development and deployment of new products or services.

Security and Compliance

While both SMEs and larger organisations must address security and compliance with areas such as GDPR, the approach resources dedicated to these areas can differ.

Larger organisations might invest in comprehensive, in-house cybersecurity frameworks and teams. In contrast, SMEs might lean more on third-party services and solutions to ensure security and compliance without the overhead of managing them directly.

In my experience, security does become an afterthought for smaller organisations who think they'll fly under the radar of larger corporations with more significant risk profiles. However, it can quickly become a barrier to business for organisations that undervalue security and cannot provide evidence when they win the big contracts they desperately want.

Customisation vs Standardisation

Larger organisations might invest in customised IT solutions tailored to their business processes. In contrast, due to budget and resource constraints, SMEs are more likely to adopt standard, off-the-shelf software.

This can influence the IT strategy, with SMEs seeking versatile and widely supported platforms that offer sufficient customisation capabilities to meet their needs without requiring bespoke development.

Innovation and Experimentation

Finally, the capacity for innovation and experimentation can differ.

person typing on a computer

With their flatter organisational structures and fewer bureaucratic obstacles, SMEs might adopt a more experimental approach to IT, quickly adopting new technologies that can offer competitive advantages.

Larger organisations, on the other hand, might have more resources to invest in innovation but face more protracted decision-making and implementation cycles.

In summary, while the core objectives of ensuring efficiency, security, and competitive advantage through IT remain the same, the strategies employed by SMEs and larger organisations differ significantly due to their distinct operational contexts and constraints.

SMEs need to be more strategic with their resources, opting for flexible, scalable solutions that offer quick returns on investment. At the same time, larger organisations might focus on robustness, scalability, and long-term strategic integration of IT into their business processes.

Understand Your Business's IT Needs

In crafting a bespoke IT service strategy, the first crucial step for any small to medium-sized enterprise is thoroughly assessing its current IT infrastructure and identifying its needs and how IT can enable it.

This foundational step ensures the strategy aligns with and propels the business towards its objectives.

Here's how SMEs can navigate this phase:

Assess Your Current IT Infrastructure

Catalogue your current IT assets, including hardware, software, and network resources. This inventory should detail each asset's age, performance, and any issues or limitations.

Evaluate the performance of your existing IT infrastructure. Are there frequent downtimes, slow performance, or security vulnerabilities? Understanding these aspects will pinpoint areas needing improvement or upgrade.

Assess the cost-effectiveness of your current setup. Consider the upfront costs and ongoing expenses such as maintenance, support, and energy consumption.

Identify IT Needs Aligned with Business Goals

Align your IT needs with both immediate and future business objectives.

What IT services or infrastructure do you need to achieve these goals? This might include enhanced cybersecurity measures, cloud storage solutions, or specific software applications.

Consider how your IT needs might evolve as your business grows. Opt for scalable solutions that can adapt to changing demands without requiring a complete overhaul.

Segmenting Businesses by Type

Different types of businesses will have varied IT needs. For instance:

  • Retail Businesses may prioritise point of sale (POS) systems, e-commerce platforms, and inventory management software.

  • Service-oriented Businesses might focus more on customer relationship management (CRM) tools, scheduling software, and mobile applications for service delivery.

  • Manufacturing Enterprises could require more complex solutions like supply chain management systems and product lifecycle management software.

Understanding the specific requirements of your business type is essential in crafting an IT strategy that supports your unique operational needs and objectives.

The Essentials of an IT Service Strategy

Definition and Importance

At its core, an IT service strategy must ensure alignment between IT initiatives and business objectives. This alignment is critical for driving growth, enhancing efficiency, and fostering innovation.

So, any strategy should be flexible enough to adapt to changing business needs and scalable to accommodate growth. This ensures that the IT infrastructure can evolve without necessitating constant overhauls.

Core Components of a Strategy

Goal Setting

Define clear, measurable IT goals that support broader business objectives. This could include improving customer satisfaction through faster response times or enhancing operational efficiency by automating repetitive tasks.

If the organisation is poor at articulating its strategy, then you'll need to engage directly with the executive team and pull it out of them, capture it and play it back. It needn't be complicated, but it does need to exist.

The IT strategy will lack a core purpose and direction without a clear organisational strategy.

Resource Allocation

Simply put, what do you need to succeed?

Determine the budget, personnel, and technology resources required to achieve these goals.

Effective resource allocation helps prioritise investments in IT services that offer the highest return on investment (ROI). When there's a long list of 'wants' from the business, you must focus on the items with the highest reward against the lowest effort.

I've created a "Project Complexity Matrix" that can help score the effort of investment options.

Risk Management

Identify potential IT risks, including cybersecurity threats and data privacy concerns, and develop mitigation strategies.

This involves implementing robust security measures and regularly reviewing and updating them.

For SMEs, keep it as light touch as possible, but make sure it does happen. A risk log of significant risks and concerns should exist, be reviewed regularly and be addressed as part of the demand management process.

Service Delivery Model

Decide on the most appropriate model for delivering IT services, whether in-house, outsourced, or hybrid.

This decision should consider factors like cost, expertise, and the strategic importance of IT functions.

The following table gives some areas of consideration to SMEs when deciding on their Service Delivery Model;

Factor / Model

Traditional On-Premises

Cloud Services (IaaS, PaaS, SaaS)


Hybrid Model

Initial Cost

High (due to hardware, software)

Low to moderate (subscription-based)

Variable (depends on the scope)

Moderate (combines elements of both)

Operating Cost

High (maintenance, upgrades)

Lower (provider covers maintenance)

Variable (depends on the contract)

Variable (depends on combination)


Limited (depends on physical infrastructure)

High (resources can be adjusted)

High (can be specified in the contract)

High (benefits from cloud scalability)


Low (changes require physical modifications)

High (easy to add/remove services)

Moderate (depends on vendor flexibility)

High (tailored to specific needs)

Expertise Required

High (need an in-house IT team)

Low to Moderate (provider manages infrastructure)

Low (expertise provided by vendor)

Moderate (depends on in-house vs outsourced elements)


High (complete control over infrastructure)

Moderate to Low (depends on the model: IaaS higher, SaaS lower)

Low (vendor has significant control)

Moderate (depends on elements controlled in-house)


High (if managed well)

Variable (depends on a provider's security measures)

Variable (depends on vendor's security policies)

Variable (can be tailored)


High (fully manageable in-house)

Variable (depends on provider compliance)

Variable (depends on vendor compliance)

Variable (can be tailored)

Time to Implement

Long (requires setup and configuration)

Short (services are readily available)

Short to Moderate (depends on scope and vendor)

Moderate (depends on complexity)

There's no right or wrong, only what suits your organisation at that time.

Performance Monitoring

Establish metrics and Key Performance Indicators (KPIs) to monitor the effectiveness of IT services.

Regular monitoring and evaluation facilitate continuous improvement and ensure the IT strategy remains aligned with business goals.

Again, keep it as simple as possible, focusing on only those measures that would make a tangible difference if they told you something about your business. The temptation can be to measure everything, and it's just not necessary.

Keeping the Strategy Simple and Scalable

Avoid overcomplicating the IT strategy with unnecessary technologies or processes.

Focus on what is essential for achieving business objectives.

Ensure the strategy can accommodate future growth by scaling up operations and integrating new technologies. This foresight prevents the need for frequent, disruptive changes to the IT infrastructure.

Outsourcing IT Services: Pros and Cons

Outsourcing can be a dirty word to some and a god-save to others.

Outsourcing IT services can be a strategic move for small to medium-sized enterprises looking to enhance their IT capabilities without significantly increasing overhead costs. It involves entrusting IT-related tasks—from infrastructure management to cybersecurity and technical support—to external providers.

Here, we weigh the pros and cons to help SMEs make informed decisions.

When and Why to Consider Outsourcing

Cost Efficiency

Outsourcing can be more cost-effective than maintaining an in-house IT team, especially for specialised tasks requiring expert knowledge.

Here's an example: if your business depends upon a cloud-based service like Salesforce, and you need to tailor it to your needs, then recruitment of a Salesforce Admin could be a logical move. However, if you consider how much a good one might cost and then exposure to losing that person, holiday periods, etc., you might do well to consider outsourcing that particular task.

Focus on Core Business Functions

Outsourcing IT services allows smaller businesses to focus more on their core operations and growth strategies, leaving the technical complexities to the experts.

Access to Latest Technologies and Expertise

External IT service providers often have access to the latest technologies and a pool of experts, which might be challenging for SMEs to maintain in-house.

Benefits of Outsourcing for SMEs


Outsourcing offers SMEs the flexibility to scale IT services up or down based on business needs without the need for significant capital investment.

Risk Management

Many IT service providers offer robust security measures and are equipped to handle many IT risks, enhancing the business's overall security posture.

As mentioned above, they'll also somewhat insulate you from key person dependencies and single points of failure, but be careful, as it might be a problem the supplier will face, too. At one organisation I worked with, we outsourced IT support for a standard but highly configured application. It seems like our nominated support people changed on us every few months, and we (the customer) had to keep retraining the supplier's new staff on our systems and processes.


External providers can also bring new perspectives and innovative solutions to drive efficiency and competitiveness.

Potential Drawbacks and How to Mitigate Them

Loss of Control

Some businesses may feel a loss of control over their IT services. This can be mitigated by establishing clear contracts and communication channels with the service provider.

However, contracts are a double-edged weapon that can cut both ways. Outsourcing often brings the inflexibility to meet anything but the most rigid requirements. So, anything 'off the menu' might cost an eye-watering amount.

Dependence on Supplier

There's a risk of becoming too dependent on the service provider. If they ever suspect this is the case and they have your business over a barrel because they are an invaluable part of the business processes or hold the keys to specific knowledge or services, then they will seek to exploit it, as any organisation would.

A few years ago, a business I supported realised it was entirely dependent upon a supplier at the same moment the supplier did. There was no easy out for the company, so the supplier raised prices by more than 3 times the annual amount.

To counteract this, businesses can diversify their outsourcing partners or maintain a hybrid model with some capabilities in-house. Make sure any contract includes off-boarding and knowledge transfer clauses from the outset.

Security and Privacy Concerns

Outsourcing involves sharing sensitive information with a third party, raising security and privacy issues.

Conducting thorough due diligence and choosing providers with a strong track record in security can help mitigate these concerns.

Strategies for Successful Outsourcing

Clear Definition of Scope and Objectives

Clearly define the scope of work and objectives for the outsourcing partnership to ensure alignment with business goals. If you want flexibility, your contract may be based on service-level agreements, man-hours and skillsets. If you want something more rigid to keep a supplier on track to a goal, then you need specific commitments, objectives and timeframes.

Ensure you also understand your termination rights. Some contracts clearly articulate the rights for parties to extract themselves from a contract should either party fail to maintain their commitments, and others barely mention the process.

Selection of the Right Partner

Choose a partner with a proven track record who understands your industry and demonstrates a commitment to security and quality service.

Always seek several references if it's an investment decision you can't afford to go wrong.

A colleague once shared a term with me called the "get out of bed index". The concept was that you want to find a supplier who will jump out of bed at 5 am when you call with a problem because you are important to them. If you engage with a prominent multi-national brand name, you likely will not get that level of service; it'll be by-the-book and rigid.

Effective Communication and Management

Establish a framework for regular communication and feedback. This ensures the service provider is aligned with the business's evolving needs and can adjust services accordingly.

Outsourcing IT services presents a compelling option for SMEs to enhance their IT capabilities efficiently and cost-effectively. By carefully considering the pros and cons and implementing strategies to mitigate potential drawbacks, businesses can reap the benefits of outsourcing while minimising the risks.

Leveraging SaaS Solutions

Software as a Service (SaaS) has emerged as a game-changer for businesses of all sizes, offering various applications delivered over the Internet.

For SMEs, adopting SaaS solutions presents a cost-effective, flexible, and scalable approach to enhancing their IT capabilities.

Here's a closer look at how SMEs can leverage SaaS to their advantage.

The Advantages of SaaS for Small Businesses


SaaS eliminates the need for substantial upfront investments in software licenses and hardware, opting for a subscription-based model that spreads costs over time.

This model also reduces the financial risk of purchasing expensive software outright, making it an attractive option for small businesses looking to manage their cash flow effectively.

Ease of Use and Maintenance

SaaS providers manage the software's maintenance, updates, and security, reducing the IT burden on SMEs.

This hands-off approach allows small business owners to focus more on their core operations rather than being sidetracked by technical issues, ensuring that software tools are always up-to-date and secure without any additional effort from the user.

Scalability and Flexibility

Businesses can quickly scale their SaaS subscriptions up or down based on their needs, providing flexibility as the business grows or needs change.

Adaptability is crucial for small businesses that experience seasonal fluctuations or rapid growth, as it allows for quick adjustments without significant investments or long-term commitments.


Being cloud-based, SaaS applications can be accessed from anywhere, facilitating remote work and ensuring business continuity.

A flexible level of accessibility supports a modern, mobile workforce and enhances collaboration among team members, regardless of their physical location, fostering a more dynamic and responsive business environment.

How to Choose the Right SaaS Products

Assess Your Needs

Start by conducting a thorough analysis of your business processes to identify areas that could benefit from automation or improved efficiency.

Clearly define what you need the SaaS solution to achieve, such as improving customer relationship management, streamlining financial operations, or enhancing team collaboration.

Consider both your immediate requirements and potential future needs to ensure the chosen solution can grow with your business.

This initial step helps narrow the options to those that closely match your business objectives and operational challenges.

Research and Compare

Invest time researching various SaaS offerings, focusing on features, pricing, security measures, and compliance with industry standards.

Don't just look at the most popular options; explore niche products that may better serve your specific needs.

Compare the shortlisted products side-by-side to understand their unique value propositions and limitations.

Pay close attention to integration capabilities, ensuring the new software can work seamlessly with your existing tools and systems.

This comparative analysis is crucial for identifying the SaaS product that offers the best fit and value for your business.

Trial Periods

Many SaaS providers offer trial periods, allowing you to test their software before committing to a subscription. Take full advantage of these trials to assess how well the software integrates with your existing processes and whether it meets your expectations.

Use this period to explore the software's user interface, features, and scalability. It's also an excellent opportunity to gauge the responsiveness of the provider's customer support team.

A trial run can reveal much about the software's suitability for your business and help you make an informed decision.

Check Reviews and References

photo of 5 stars of a review

Before making your final decision, explore reviews from other SMEs to understand their experiences with the software and the provider's customer service.

Look for case studies or testimonials on the provider's website, and seek independent reviews on tech forums and software review platforms.

Additionally, asking the provider for references from businesses similar to yours can provide valuable insights into how the software has been implemented and the benefits it has delivered.

This step is essential for validating your choice and ensuring you select a SaaS product that is well-regarded by its users and has a track record of reliability and customer satisfaction.

Here's a couple of websites that are great for getting feedback on SaaS solutions;

Integrating SaaS Solutions into Your IT Strategy

Integrating Software as a Service (SaaS) solutions into your IT strategy requires careful planning and consideration across several key areas to ensure they add value and enhance your operational capabilities.

Here's an expanded look at these crucial areas:

Data Integration

Consider how the SaaS application will integrate with your existing data and systems. Seamless integration is crucial for operational efficiency. Assess the compatibility of the new SaaS solutions with your current IT infrastructure to ensure that data can flow freely and securely between systems.

This may involve using APIs or middleware that can help synchronise data across different platforms and databases, ensuring that your business operates cohesively.

Furthermore, evaluate the SaaS provider's ability to support custom integrations or modifications that align with your specific business processes and data architecture. The goal is to create a seamless ecosystem where data integrity is maintained and silos are eliminated.

Security and Compliance

Evaluate the security measures of the SaaS solution, ensuring they meet your business's data protection standards and comply with relevant regulations.

This includes examining the provider's data encryption practices, authentication methods, and policies on data backup and recovery. Additionally, it's essential to assess how the SaaS provider addresses compliance with industry-specific regulations such as GDPR for businesses operating in or dealing with the European Union, HIPAA for healthcare-related entities in the United States, or any other relevant standards.

Ensure that the provider conducts regular security audits and is transparent about their security practices. Establishing a clear understanding of the shared responsibility model in cloud security—what the provider covers and what you need to manage—is crucial for protecting your data and ensuring compliance.

Training and Support

Plan for adequate training and support to ensure your team can fully utilise the SaaS solution, maximising its benefits for your business.

This involves evaluating the training resources and support services offered by the SaaS provider, such as online tutorials, live webinars, and customer support hotlines. Consider the learning curve associated with the new software and plan for structured training sessions to bring your team up to speed.

Assess the provider's responsiveness to support queries and their ability to assist with troubleshooting issues. A provider that offers comprehensive support and educational resources can significantly enhance the adoption rate and overall effectiveness of the SaaS solution in your operations.

Integrating SaaS solutions into your IT strategy is not just about adopting new technology; it's about enhancing operational efficiency, ensuring data security and compliance, and empowering your team with the right tools and knowledge. By carefully addressing data integration, security and compliance, and training and support, you can ensure a smooth transition to SaaS solutions and fully leverage their benefits to drive your business forward.

IT Service Strategy Customization for Different Business Types

A one-size-fits-all approach seldom works in IT service strategies, especially for small to medium-sized enterprises that operate across diverse industries.

Customising your IT service strategy to fit the unique demands of your business type not only enhances efficiency but also drives competitive advantage. Below, we explore how IT strategies can be tailored for different sectors.

Retail Businesses

Focus Areas: E-commerce platforms, inventory management systems, customer relationship management (CRM) software, and point of sale (POS) systems.

Strategy Example: A retail SME might prioritise an IT service strategy that integrates their e-commerce and physical store operations, using cloud-based POS and inventory management systems to sync online and offline sales and stock levels in real-time.

Service-oriented Businesses

Focus Areas: Scheduling software, mobile applications for service delivery, CRM tools, and remote communication platforms.

Strategy Example: A service-oriented SME may implement a SaaS-based CRM to manage customer interactions efficiently and use scheduling software to optimise appointment bookings, improving customer satisfaction and operational efficiency.

Manufacturing Enterprises

Focus Areas: Supply chain management (SCM) systems, product lifecycle management (PLM) software, enterprise resource planning (ERP) systems, and quality control tools.

Strategy Example: A manufacturing SME could develop an IT strategy centred on integrating ERP and SCM systems to streamline production processes, enhance supply chain visibility, and improve decision-making regarding inventory and procurement.

Tailoring Strategies Based on Business Needs

  1. Assessment: Begin with a comprehensive business needs assessment, considering factors like customer base, operational processes, and long-term goals.

  2. Technology Selection: Choose technologies and IT services that directly support these needs. For instance, a business heavily reliant on online sales might invest more in cybersecurity and e-commerce technologies.

  3. Implementation and Adaptation: Implement your customised IT strategy with an eye towards flexibility, allowing for adjustments as your business and technology landscape evolves.

  4. Continuous Evaluation: Regularly review and refine your IT strategy to ensure it remains aligned with your business objectives and incorporates emerging technologies that can offer competitive advantages.

Customising your IT service strategy to align with your business's specific needs and challenges is crucial for maximising the benefits of your IT investments. This tailored approach ensures that SMEs can leverage technology as a support function and a strategic asset driving business growth and innovation.


Key Takeaways

  • Strategic Alignment: The cornerstone of a successful IT service strategy is its alignment with your business goals. It should support and enhance your core operations, driving efficiency, innovation, and growth.

  • Flexibility and Scalability: A dynamic IT service strategy is adaptable to changing business needs and technological advancements, ensuring your business remains competitive and responsive.

  • Customization is Key: Tailoring your IT strategy to fit the unique demands of your industry and business type maximises the benefits of your IT investments, turning technology into a strategic asset.

  • Continuous improvement of your IT service strategy is not the end of the journey. Regular monitoring, feedback, and adjustments are essential to keep it relevant and effective.

As we look ahead, the role of IT in business success will only grow more pronounced.

SMEs that embrace a strategic, flexible, and proactive approach to their IT services will be better positioned to navigate the complexities of the digital age.

Final Thoughts on IT Service Strategies for Small Businesses

The journey towards developing and implementing an effective IT service strategy may seem daunting, but the rewards—increased efficiency, competitiveness, and innovation—are worth the effort.

As technology continues to evolve, so too should your IT service strategy. Stay informed, stay flexible, and never underestimate the power of a well-crafted IT strategy to transform your business.


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