A report found that IT issues cost companies significant time and productivity, with 39% of an IT staff's time spent on problems and 69% of respondents dropping suppliers due to poor service. As an IT executive, you have two options - maintaining an in-house IT support team or outsourcing support. The document recommends outsourcing to SP Sysnet, which has 10 years of experience and employs best practices to provide customized support through service level agreements with penalties for poor service and rewards for exceeding expectations.