IT service provider: Mistakes to avoid and tips for success

Introduction

Is your digital project going off the rails? Poor communication, delays, botched services, or worse: your IT service provider has disappeared along the way? You're far from an isolated case. At Iterates, Every year, we work with dozens of companies who contact us after an unsuccessful collaboration with a previous service provider. Poor management, misunderstandings or project abandonment... There are many reasons for failure, but it is possible to bounce back.

Why do web projects often fail?

Before you start looking for a new IT service provider, it's essential to understand why your project has failed or is in difficulty. Here are the most common causes that we find in our agency during project recovery audits:

1. Poor definition of specifications

Unclear, incomplete or ill-defined specifications are one of the main causes of failure. If the objectives, expected functionalities and technical constraints are not clear from the outset, it becomes impossible for the service provider to deliver a product that meets expectations.

A lack of clarity in the initial definition opens the door to different interpretations, omissions and budget overruns.

2. Poor planning or lack of clear vision

A digital project without an overall vision or structured stages is doomed to failure. Many companies embark on their projects without any real roadmap, accumulating decisions as they go along, which ends up undermining the coherence of the project and adding to its costs.

3. Choice of unsuitable technologies

Due to a lack of technical advice or for reasons of comfort, some service providers use outdated technologies or technologies that are not very scalable. This complicates the maintenance of the project, making it unstable or difficult to upgrade.

4. Communication problems

The absence of regular dialogue, clear milestones or feedback from both sides is a major source of tension and misunderstanding. If the customer and the service provider are not on the same wavelength, the project can quickly go off the rails.

5. Lack of tests and revision

The project progresses without regular quality controls, bugs accumulate, performance is degraded, and the end user suffers. This lack of rigour can be costly at launch.

Steps to follow for a successful takeover

Here is the structured method we recommend to avoid repeating the mistakes of the past and make this change of service provider a success.

1. Carry out a technical audit of the existing project

First and foremost, analyse the state of your project. This involves a technical audit of the source code, databases, architecture and tools used.

This audit will enable you to :

• Identify the strengths and weaknesses of the current project.
• Estimating code quality and maintenance.
• Decide whether a restart is feasible or whether it would be better to start from scratch.

We strongly recommend that you have this audit carried out by one or more service providers, who are paid for this work. This guarantees an objective opinion with no conflicts of interest.

Tip: Ask for a detailed report with quantified recommendations.

2. Clarify your objectives and priorities

Your project was probably born out of a specific need, but it has evolved, sometimes in confusion. It's crucial to start afresh on a sound footing.

Ask yourself the right questions:

• What are the main objectives of this project?
• Which features are essential? Which are optional?
• What is your realistic budget?
• What is the desired timeframe?

This clarification will enable your future IT service provider to build a clear roadmap, with defined and shared priorities.

3. Draw up a list of existing problems and bugs

If your current project is online or in beta version, it's important to draw up an exhaustive list of the bugs and malfunctions you want to correct.

Organise them by category:

• Blocking bugs (prevent use)
• Annoying bugs (alter the user experience)
• Desired improvements

Be precise: describe each bug, indicate how it can be reproduced and detail its impact. This will make it easier for the new service provider to take over and assess the workload more accurately.

4. Check the technologies used and consider an update

Your technical audit may reveal that the technologies you have chosen are obsolete, poorly maintained, or ill-suited to your current needs.

Common examples:

• Outdated CMS or frameworks
• Rigid proprietary solutions
• No API or interconnection possible

In this case, it may be a good idea to modernise the technical stack, even if this means a partial redesign. Modern technology guarantees :

• Better scalability
• Enhanced security
• More developers available

At Iterates, With our expertise in the main modern languages and frameworks, we can take over your project and develop it over the long term.

5. Define a clear roadmap

Once the audit has been carried out, the objectives clarified and the problems identified, it's time to draw up a detailed action plan with your new IT service provider.

This roadmap must contain :

• Project priorities
• Breakdown into phases or “sprints”
• Key milestones with precise deliverables
• A realistic schedule with deadlines for each stage

The aim is to have a clear, shared vision of the project's progress, with regular checkpoints.

6. Establish transparent communication

One of the key lessons we have learned from our work with Iterates, is that communication is the key to success.

Here's our advice:

• Plan regular progress meetings.
• Give priority to project monitoring tools (Trello, Jira, Asana, etc.).
• Encourage direct exchanges, without intermediaries.
• Don't hesitate to ask questions and ask for technical explanations.

A good IT service provider is above all a partner you can trust with whom you should be able to talk freely.

7. Set up tests and a validation process

Testing at every stage of development is essential to guarantee the quality of the final product.

We recommend :

• Regular functional tests
• Performance tests
• Safety tests
• An acceptance phase with end users

What not to do: common mistakes to avoid

Changing IT service providers is a tricky business. So it's crucial to be aware of the pitfalls to avoid, so as not to repeat the mistakes of the past.

Do not redefine objectives

One of the most common pitfalls is trying to pick up a project where it left off, without re-examining the objectives. This can lead you in the wrong direction. Take advantage of this change to question the usefulness of certain functionalities, review your priorities and make sure that the final product still corresponds to your company's real needs.

Neglecting to analyse existing code

Too many companies make the mistake of not auditing the work that has already been done. And yet, without this step, it is impossible to know whether the project can be restarted cleanly or whether it would be better to start afresh. Poor quality, badly structured or obsolete code will cost more to correct than to rebuild.

Not involving stakeholders

A successful digital project always involves several profiles: management, business teams, end-users, etc. It would be a strategic error not to include them from the outset of the project. They must be consulted to validate the objectives, priorities and expected functionalities.

Choosing a service provider solely on price

Budget is obviously an important criterion. But choosing a service provider simply because it's the cheapest is often a bad idea. A price that is too low generally conceals a lack of competence, availability or commitment. Give preference to a partner who is committed to working with you on a long-term basis.

Neglecting contractualisation

Once the new service provider has been identified, clearly formalise everyone's commitments: scope, deadlines, deliverables, budget, communication rules. Too many companies restart a project without a clear contract, which can lead to further misunderstandings and conflicts.

Why call on an expert service provider to take over your project?

Taking over an existing digital project is more complex than creating a new one. It requires both technical expertise to understand what already exists and a rigorous methodology to restructure the project without losing information or time.

A good service provider will know how to :

• Efficiently audit the work carried out.
• Identify the elements that can be reused and those that need to be revised.
• Clarify objectives and draw up a realistic recovery plan.
• Secure existing data.
• Maintain fluid communication throughout the process.
• Deliver a high-performance, secure project that meets your expectations.

By choosing the right partner, you can transform a project that's off to a flying start into a genuine digital success story.

Our method for ensuring the success of your project

Here is a structured summary of the steps you need to take to successfully change service provider, summarising everything we have seen in this article:

Step 1: Carry out an in-depth technical audit

First and foremost, assess the quality of the work that has already been done. Entrust this audit to impartial experts, capable of identifying shortcomings and areas for improvement.

Step 2: Rethink objectives

Take the time to review the project objectives with all the stakeholders. Reformulate the priorities and update the specifications if necessary.

Step 3: List bugs, flaws and unmet needs

Identify exactly what needs to be corrected or completed. Prioritise the most urgent corrections.

Step 4: Update technologies

Check that the technologies used are appropriate to your needs and sustainable. If necessary, plan to modernise the technical stack.

Step 5: Draw up a detailed roadmap

With your new service provider, draw up a precise schedule with milestones, deliverables and regular progress reviews.

Step 6: Set up regular monitoring

Plan frequent meetings and use monitoring tools to maintain constant visibility of the project's progress.

Step 7: Test and validate at each stage

Integrate testing and validation throughout the project to avoid unpleasant surprises.

In a nutshell

Changing IT service provider is a challenge, but also an opportunity. It's a chance to regain control of your project, clean up the basics and lay the foundations for a high-performance, scalable digital solution.

Don't let an ill-considered project put the brakes on your company's development. With a clear methodology, the right tools and a competent service provider, you can turn failure into success.

Take action

Are you facing a digital project in difficulty? Are you looking for a reliable service provider to take charge of your web or IT project, correct past mistakes and achieve your objectives?

At Iterates, we are used to working on complex or abandoned projects. Our team of experts will support you from the technical audit to the go-live, with a single objective: to ensure the success of your project.

Make an appointment now to discuss your project: Make an appointment

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