The TCO approach to IT cost optimisation

Companies invest significantly in building and purchasing infrastructure or solutions, but many overlook an equally critical aspect: the ongoing cost of support, maintenance, and development. These ongoing expenses, if not managed strategically, can lead to unnecessary costs and operational inefficiencies.

This blog shows how to optimise your IT support and maintenance costs without compromising quality or business continuity. Using a Total Cost of Ownership (TCO) approach, we’ll guide you through practical strategies to make informed, cost-effective decisions.

The true cost of IT support and maintenance

When determining your IT infrastructure strategy, there’s more to consider than just the initial purchase price. An understanding of TCO ensures your investments deliver long-term value that aligns with business goals. Key factors include:

• Initial Purchase vs. Ongoing Costs: The total cost of IT includes not just purchase and delivery but also maintenance over multiple years (typically 3-5 years).
• Licensing Models and Services: For example, whether you purchase Microsoft licenses via an Enterprise Agreement (EA) or through a Cloud Solution Provider (CSP), the technology remains the same. What varies is pricing and the additional services included.

By focusing on TCO rather than upfront costs, businesses can better optimise their IT budgets.

Takeaway: The cheapest option is not always the best value. A comprehensive evaluation ensures long-term efficiency.

The big picture – cost optimisation vs. initial price

When you buy a phone or a car, do you go on price alone? Unlikely! You'll also think about warranty, usability, efficiency, or operating system. IT is no different.

True cost optimisation considers a multitude of factors, such as response time, service scope, and risk mitigation, instead of focusing purely on price comparisons.

What drives costs in IT support?

Beyond labour and tools, the largest expense is the risk of downtime. Imagine the impact on your business when a critical system goes down. An e-commerce platform unable to process orders or a manufacturing company halting production could lose tens or even hundreds of thousands daily.

Resolution time, therefore, becomes the most vital metric in IT support. Reducing downtime through smarter investments in tools, automation, and training can save time, money, and reputation.

Key focus areas:

• Proactive monitoring to detect and resolve issues before they escalate.
• Dedicated support teams to ensure quick response times.
• Tools and processes that prioritise operational continuity.

How to optimise total cost of ownership (TCO)

TCO is a comprehensive framework that evaluates all elements contributing to IT support and maintenance costs. Ignoring these factors for short-term savings often leads to higher costs due to inefficiencies and risks.

Key TCO elements to consider

1. Scope of Services: Ensure that incident management, monitoring, security, and compliance are all included.
2. Resolution and response times: Faster support reduces business disruption.
3. SLA commitments: Guaranteeing clear service levels ensures operational efficiency.
4. Internal vs outsourced support: Decide whether to manage support in-house or seek external expertise.
5. Automation and AI tools: Invest in advanced tools like automated ticketing and AI-powered monitoring to streamline workflows.
6. Vendor escalation access: Direct escalation paths to vendors can resolve complex issues faster.
7. Internal vs. outsourced support
• Internal: Offers full control but comes with recruitment, training, and scalability challenges
• Outsourced: Provides predictable costs, broader expertise, and scalability without internal overhead.
• Hybrid: Retain control of infrastructure while outsourcing specific functions (e.g., monitoring).

Practical steps to optimise support costs

Create a comprehensive strategy

1. Understand full lifecycle costs: Look beyond initial costs to evaluate long-term spending.
2. Negotiate flexible SLA contracts: Tailor contracts to your specific needs, avoiding overpaying for unnecessary features or capacity.
3. Focus on innovation: Don’t tie up internal resources with repetitive maintenance tasks. Outsourcing non-strategic functions allows your team to focus on growth and innovation.

Use FinOps to manage IT spending

FinOps principles can help businesses optimise cloud and licensing expenses effectively by focusing on workload management, reducing unused resources, and bundling services. Examples include reviewing unused cloud capacity or consolidating services under a single provider for efficiency.

Invest in AI-driven efficiency

AI-enabled systems can save costs by enabling predictive maintenance and automated resolution. Examples include self-healing systems and AI-powered processes to reduce manual intervention, which minimises downtime and accelerates service delivery.

Choosing the right partner

Selecting the right IT support or service partner is critical to achieving optimal outcomes. Here’s how to approach this decision strategically:

• Define needs: Match service tier levels to your business requirements. Not all enterprises need premium services; don’t overpay for unnecessary features.
• Look for scalability: Choose providers who can evolve with you, adjusting service levels as your business grows.
• Negotiate predictable costs: Lock in costs for a multi-year period to ensure budget stability and avoid inflation-driven increases.