Frequently asked questions Page 13 of 27

Frequently asked questions — page 13

• What’s the difference between in-house maintenance and outsourced IT services?

  In-house maintenance usually depends on internal resources and can limit coverage. Outsourced IT services provide expertise, standardisation and operational continuity, while also reducing internal friction.
• Do IT services include consultancy to diagnose, design and implement improvements?

  In many cases, yes—especially when you take an end-to-end service. Ask about the phased methodology (diagnosis, design, implementation and outcomes) and the deliverables you’ll receive.
• How do IT services help reduce costs and improve operational efficiency?

  They help prevent recurring incidents, reduce downtime and centralise management. They also make it easier to control spend with monthly contracts or a per-device fixed fee, depending on the service.
• How do I scope IT services for my organisation—what should I include in the brief?

  Start with current pain points, critical systems, and risk areas, then list required service outputs (support, monitoring, security, change handling). Add coverage hours, escalation rules, reporting needs, and measurable SLAs.
• Which IT services should I prioritise first: help desk, cybersecurity, or ITSM?

  Prioritise by impact and risk: cybersecurity and continuity for high-risk gaps, then ITSM/help desk to stabilise support quality. Use a maturity view so you do not scale processes without the right controls.
• What’s the difference between ITSM and ITIL, and do I need both?

  ITSM is the practice of managing IT services; ITIL is a set of best-practice guidance. Many organisations implement ITSM processes inspired by ITIL, but you only need what fits your operating model.
• How can I measure whether an IT services provider is improving efficiency and security?

  Track ticket trends, first-response and resolution times, incident frequency/severity, and user satisfaction. For security, monitor patch/vulnerability management progress, access control effectiveness, and backup/restore test results.
• Can IT services support AI adoption, and what does “AI readiness” typically involve?

  Yes—by ensuring data quality, secure access, reliable infrastructure, and governance for new tools. AI readiness usually includes workforce change support, licensing clarity, and risk controls for data and endpoints.
• What is the difference between preventive and corrective maintenance in a company?

  Preventive maintenance reduces failures through reviews, baselines, patches and monitoring. Corrective maintenance deals with incidents once they have already occurred, with diagnosis, repair and auditable closure.
• Does maintenance include managing antivirus, firewalls, and security updates?

  A good managed maintenance includes patch management, configuration, and layered security checks. This may include enterprise antivirus, firewalls, vulnerability management, and monitoring.
• Do you offer remote and on-site support, and how is the delivery model decided?

  The delivery model is determined by criticality, the type of incident, and whether physical intervention is required. Remote is usually prioritised for speed, and on-site support is added when needed.
• How does incident handling work: tickets, tracking, and response times?

  Requests are logged as tickets, prioritised according to impact, and updates are shared throughout the lifecycle. The SLA defines response times, and the closure documents the resolution.
• What should I review in the contract to ensure coverage?

  Review the scope by systems (OS, network, email, backups), response times, remote/on-site delivery model, exclusions, termination terms, and transparency mechanisms. Ask for examples of coverage and the ticket-handling procedure.
• What phases does an IT consulting engagement include, and how long does each stage usually take?

  It normally includes assessment/diagnosis, an action plan, implementation, and evaluation. The duration depends on the size of the environment, the availability of information, and the maturity level, but the aim is to close each phase with clear deliverables and exit criteria.
• Does IT consulting only provide advice or also manage and implement?

  It can be limited to advising, but what’s most common is that it includes design and support, and in many cases partial or full management/implementation. The key point is that the scope is defined by deliverables and responsibilities.
• What deliverables should I expect from the provider after the diagnostic?

  A diagnostic report with findings, risks and opportunities; a strategy aligned with your objectives; and a prioritised roadmap covering initiatives, dependencies and success criteria. Ideally it also includes a backlog and a validation plan.
• How does IT Consulting address cybersecurity and business continuity?

  It assesses the current security posture, identifies gaps and defines controls and continuity measures. This typically covers endpoint protection, backup, disaster recovery and high-availability criteria depending on criticality.
• What information do I need to provide to start an IT consulting engagement?

  Business objectives, a basic inventory of systems, architecture or diagrams if available, relevant incidents, compliance requirements and constraints (budget, timelines, licences). With that, you can define the scope and plan the diagnostic.
• What is the difference between IT consulting and support services or managed maintenance?

  IT consulting defines the strategy, priorities and a roadmap with deliverables. Support or managed maintenance executes and runs that plan day to day, ensuring continuity, security and response to incidents.
• Do you work with companies in Portugal as well as Spain? How is the service coordinated?

  We provide remote support across multiple markets. When site work is requested in Spain or Portugal, location, resource, timing, scope and access are confirmed for each request, with delivery tracked through defined channels and KPIs.
• Do you include an initial diagnostic and a roadmap with deliverables, or is it only advisory?

  We include a thorough assessment and clear deliverables: assessment, roadmap and success criteria. Where appropriate, we connect consulting with execution and support so the plan can be implemented and measured.
• Which technologies do you cover in consulting (Microsoft 365, Windows Server, networks and databases)?

  We cover Microsoft environments (for example, Microsoft 365 and Windows Server), as well as networks, systems, databases and security domains. The goal is to align technology with operations and risks.
• Can you help with digital transformation and process automation?

  Yes. We design the technology evolution and, when it fits, apply automation and integration with business tools. This improves productivity and reduces operational complexity.
• What should I expect from an IT consulting engagement in the first 4–12 weeks?

  You should expect discovery and assessment, stakeholder interviews, baseline documentation, and a clear scope covering objectives, constraints, budget and timeline. Deliverables typically include a roadmap, architecture direction and a delivery plan with governance.
• Which IT consulting services are typically included in an end-to-end delivery approach?

  End-to-end approaches usually combine IT strategy and architecture with implementation guidance, integration planning, security design and data/software management. Many engagements also include operational transition planning so solutions can be supported reliably.
• How do I define the scope and budget for IT consulting without including managed services?

  Define consulting scope around advisory, design, implementation planning and acceptance criteria. Keep managed services separate by listing what is delivered as part of the project versus what is run under SLA-based support after go-live.
• How long do IT strategy and IT architecture projects usually take?

  IT strategy and planning often run for weeks to a few months depending on complexity and stakeholder alignment. Architecture and integration design can take longer, especially when multiple systems, security requirements and migration paths are involved.
• What questions should I ask when comparing global, generalist, and niche IT consulting firms?

  Ask about relevant experience in your industry, delivery governance, security approach, integration capability and how they measure outcomes. Compare how each firm handles discovery, documentation quality, and the handover from design to implementation.
• What IT consulting services are most commonly delivered in Spain and Portugal?

  Most engagements combine cybersecurity and governance, secure cloud foundations (including Microsoft 365 and Azure-aligned architectures), and managed services for day-to-day operations. Many buyers also need outsourcing support to reduce downtime and operational stress.
• How does GDPR compliance influence IT consulting project scope and deliverables?

  GDPR compliance shapes what must be documented, how data is protected, and which controls are implemented as part of the delivery. It typically affects risk assessment, security-by-design decisions, and the operational processes that support compliance.
• What criteria should we use to shortlist IT consulting providers in Iberia?

  Shortlist providers based on delivery capability (not just strategy), clear SLA expectations, proactive monitoring approach, and proof points such as certifications and relevant experience. Also confirm bilingual service needs and the location, resource, timeline, scope and access conditions for any physical intervention.
• Which proof points (certifications, experience, methodology) matter most when selecting a provider?

  Look for a consistent methodology, vendor ecosystem alignment for secure architectures, and evidence of operational performance (ticket handling, responsiveness, and client satisfaction). Certifications and documented policies are strong indicators of maturity.
• What engagement models (advisory vs delivery vs managed services) are best for our needs?

  Advisory fits when you need direction and prioritisation; delivery fits when you need implementation and handover; managed services fit when you want ongoing proactive monitoring and continuity. Many organisations combine delivery with managed services for long-term stability.
• What IT consulting services are most commonly requested in Spain and Portugal?

  Most requests cluster around cloud migration, cybersecurity and GDPR readiness, data management, and integration/automation. Many buyers also need managed IT operations to stabilise day-to-day support while projects run in parallel.
• How do I evaluate whether an IT consulting provider is GDPR- and security-ready?

  Ask for their security approach, access control practices, incident handling process, and how they document responsibilities. Request evidence of delivery controls (policies, onboarding, and measurable acceptance criteria) rather than only certifications.
• What engagement model is best for outsourcing in Portugal versus working with Spain-based teams?

  Choose based on your operational needs: staff augmentation for targeted expertise, outsourcing for end-to-end managed support, and project delivery for defined outcomes. Define SLAs, escalation paths, and quality gates so location differences do not affect responsiveness.
• What should I include in an initial scoping call to avoid timeline or quality issues?

  Bring your current-state overview, constraints (security, compliance, systems), target outcomes, and success metrics. Agree on scope boundaries, deliverables, communication cadence, and how handover will work for operations.
• How can I compare providers using verified feedback and practical project indicators?

  Use verified reviews to assess reliability and communication, then validate with practical indicators: clarity of scope, delivery methodology, reference projects, and how they manage risk and change requests.
• What does a cybersecurity consulting engagement for companies in Spain and Portugal include?

  It includes an environment assessment, risk identification, defining controls (accesses, monitoring and auditing), and a prioritized improvement plan. Data protection and continuity are also reviewed to reduce the impact of incidents.
• How do you plan a migration or systems integration without interrupting operations?

  It’s structured in phases: diagnosis, integration design, controlled rollout, and stabilization. The goal is to minimise downtime and ensure compatibility through connectivity, APIs, and validations before going live.
• What is a managed service and how are SLAs defined?

  It’s operational outsourcing with clear responsibilities: service desk/support, preventive maintenance, monitoring, and incident management. SLAs are defined in terms of response time, resolution time, escalation, and reporting.
• How is continuity guaranteed with backup and recovery?

  A backup and recovery strategy is designed in line with the business criticality. Tests, target times, and procedures are defined to restore services with the least possible impact.
• How can I get started with IT solutions in Spain and Portugal if I’m not sure about the scope?

  The first step is to assess the environment (security, infrastructure, licensing, and processes). Based on that, you build a roadmap with priorities, phased scope, and measurable success criteria.
• What information should I include so I get a fast response if I need technical support?

  Include which device or service is failing, since when it has been happening, specific symptoms, error messages, and what you tried beforehand. If you can, add screenshots or logs and explain the impact (affected users and urgency).
• How do I tell whether to contact sales, support, or make a general enquiry?

  Support: there’s an active incident or an operational fault. Sales: you need maintenance, projects, licences, or a quote. General enquiry: questions about scope, availability, or how the service works before you decide.
• How long does an IT company usually take to respond to a contact form?

  It depends on the channel and the reason, but what matters is that there’s a clear expectation (for example, a response within one working day) and a follow-up process. Ask for confirmation of receipt and the next step.
• Do they offer free or initial technical support to assess the issue before quoting?

  Some companies offer an initial assessment or preliminary diagnosis to frame the incident. The best approach is to ask what that phase includes and how it translates into a proposal or action plan.
• What information do they usually ask for to produce a custom software or ERP quote?

  Typically they request business goals, functional scope, users, current processes, required integrations, desired timelines, and the environment (on-prem infrastructure, cloud, or licences). It also helps to state priorities and constraints.
• What types of IT solutions are most commonly outsourced in Spain & Portugal?

  Most commonly outsourced areas include managed IT support, cloud backup, network security, and infrastructure services such as cabling. Many organisations also outsource access control and video surveillance installation where premises protection is required.
• How do I evaluate whether an IT services provider is reliable for managed services?

  Look for clear SLA terms, monitoring and escalation processes, and evidence of regular reporting cadence. Ask how they handle incident communication and whether they can scale support as your day-to-day operations grow.
• What questions should I ask to compare cloud, DevOps, and cybersecurity capabilities?

  Ask for examples of cloud backup and recovery design, the DevOps delivery approach (CI/CD, environments, release governance), and cybersecurity controls (firewalls, endpoint protection, access management). Request how they measure outcomes and reduce risk over time.
• What contract structure is best for ongoing support versus project-based delivery?

  Ongoing support typically fits managed services with SLA-based delivery and defined support hours. Project-based work fits fixed scope milestones, while staff augmentation suits when you need temporary capacity with clear roles and governance.
• How can I shortlist providers across both countries without losing time?

  Start with a single requirements pack covering scope, security baseline, and service expectations. Use the same evaluation criteria for Spain and Portugal, then compare proposals side-by-side using the engagement checklist.
• What should I include in my message to request an IT consulting proposal?

  Include your business goal, a short scope summary, current environment (high level), constraints (deadline/budget range), and the deliverable you want (discovery call, assessment, or proposal). End with 3–5 specific questions.
• How long does an initial discovery call usually take with an IT company?

  Typically 30–60 minutes, depending on complexity. If you share a brief beforehand, the call can focus on clarifying scope, risks, and next steps rather than basic introductions.
• Can an IT consulting firm help if I don’t know the exact technology stack?

  Yes. A good IT partner will assess requirements, current systems, and constraints, then recommend an approach. Still, you should describe the outcomes you want, the users, and any known limitations (e.g., compliance or connectivity).
• What security and compliance details should I ask before sharing data?

  Ask about data handling, access controls, retention, secure remote access/VPN, and how they support GDPR/CCPA requirements. Also request how they manage backups, patching, and vulnerability management for the engagement.
• What’s the best way to follow up if I haven’t heard back after contacting an IT company?

  Follow up after a reasonable window with a revised message: add missing details, clarify urgency, and propose a specific time for a discovery call. Keep it short and reference your original request.
• What is the difference between IT consulting and technical support in Madrid?

  Consulting defines the “what” and the “why”: diagnosis, priorities and an improvement plan. Support focuses on the “how” of day-to-day operations: resolving incidents and maintaining service with preventive and corrective actions.
• Do you carry out a 360° audit and deliver an action plan with priorities?

  Yes. We carry out a comprehensive audit of systems, networks, data and operations, which is then turned into an action plan prioritised by impact, urgency and effort. The goal is to move from findings to execution.
• Does the consulting include GDPR and ISO compliance as well as security recommendations?

  It is integrated as part of the analysis and the improvement plan: a review of practices, security recommendations, and measures for continuity and data protection. The approach aims to reduce risk and improve governance.
• Can you handle the migration and execution of the plan, not just the diagnosis?

  Yes. In addition to the diagnosis, we can execute the roadmap with managed services, migration projects and the implementation of improvements. Ongoing follow-up is also carried out to measure results and adjust where needed.
• How do you start the project—meeting, site visit or an initial assessment to define scope?

  Typically, it starts with an initial assessment: a meeting with key stakeholders, a review of the current environment and gathering the necessary information. From there, we define the scope, the work plan and the expected deliverables.
• What does IT consulting for companies in Madrid include?

  Typically it includes a discovery and diagnosis phase, a roadmap with priorities, an implementation plan with scope and deliverables, and an operational handover. Many projects also include training and adoption support.
• Do you work with ERP and BI (for example, ERP implementation and advanced reporting)?

  Yes. ERP/Oracle consulting focuses on process alignment and integration, while BI and advanced reporting focus on data quality, governance, and user adoption. The goal is to deliver measurable decision-making value.
• How do you adapt the solution to our existing business processes?

  You start with a baseline of current processes, systems, and risks, then design the target approach around real workflows. This reduces rework and improves adoption during rollout.
• What phases do digital transformation and automation projects follow?

  A common structure is discovery, solution design, implementation, training/change management, and continuous improvement. Managed services then keep systems monitored and optimised over time.
• Can we request a meeting to evaluate our case and get initial recommendations?

  Yes. The usual first step is an initial audit/diagnostic to understand your priorities, constraints, and risks, followed by a practical action plan. This helps you compare options confidently.
• What are the benefits of integrating access control with visitor management and time & attendance?

  It allows you to define permissions by profiles and rules, automate temporary access and reduce manual errors. It also improves traceability with reports and centralised auditing.
• When should you use biometrics and when should you use mobile credentials or cards?

  Biometrics are often useful when you prioritise strong verification and you can control the usage environment. Mobile credentials or cards provide speed and ease of management, especially for visitors and staff rotation.
• What does a certification such as EN 60839 Grade 4 mean, and what types of installations does it apply to?

  It indicates a level of security requirements for the associated intrusion and control systems, depending on the applicable framework. Its suitability depends on the risk of the environment and the scope of the project.
• Can the system be scaled if the company grows or if the access structure changes?

  Yes, if the platform and architecture are designed to scale in users, areas and sites. The key is to avoid closed designs and ensure scalable centralised management.
• Do you offer training, maintenance and support after installation?

  It’s recommended to include operational training for managers and reception staff, as well as preventive maintenance and support. This reduces incidents and speeds up resolution when changes arise.
• What is included in an IT consulting engagement for ERP and BI?

  Typically it includes discovery and assessment, fit-gap analysis, integration and data modelling, implementation planning, testing and acceptance criteria, and a structured handover. Many projects also include training and a support transition to ensure stability during go-live.
• How long does a typical ERP/BI assessment and roadmap take in Madrid?

  An assessment and roadmap often takes a few weeks to a couple of months depending on data complexity, the number of integrations, and stakeholder availability. The key is to define scope, deliverables, and decision gates early.
• What should we ask an Oracle or ERP consulting partner before signing?

  Ask for sample deliverables (roadmap, fit-gap outputs, test approach), integration and migration methodology, security controls, and how they measure success. Also confirm who owns ongoing support after go-live and how incidents are handled.
• Do you offer ongoing support after implementation and reporting go-live?

  Ongoing support is commonly offered as managed services: proactive monitoring, incident response, maintenance, and continuous improvements. This reduces recurring issues and protects uptime while business users adopt new processes.
• What pricing models are common for IT consulting in Madrid (fixed scope vs. ongoing)?

  Fixed-scope pricing is common for assessments, roadmaps, and defined implementation phases. Ongoing managed support is usually priced monthly based on scope, monitoring coverage, and service levels (response times and maintenance windows).
• How long does it take to install a business phone system and what stages does it include?

  The time depends on locations, wiring, number of extensions, and integrations. Generally, it includes diagnosis, routing design, configuration/programming, testing, and commissioning with training.
• Do I need to change all the hardware or can it integrate with existing equipment?

  It may be possible to integrate existing equipment depending on the starting point (analog, digital, or IP) and the network architecture. This is assessed during the diagnosis to minimize changes and risks.
• Do you offer integration with CRM and email to centralize calls and follow-up?

  Yes, the integration is designed as part of the project: calls, identification, and events so that the team can consult and record information in CRM and email. It is validated during testing before going live.
• Does it include quality testing and routing verification before going into production?

  It should include testing with real scenarios: routing, queues, forwarding, voicemail, and voice quality. Validation reduces incidents and ensures that the behavior is as expected.
• What support and maintenance is defined after installation?

  A maintenance and support plan is defined with incident management and service continuity. Availability may vary by schedule; it is recommended to specify SLA and response times.
• What does a managed IT support service typically include?

  It usually includes helpdesk, incident management, monitoring, preventive and corrective maintenance, and support for networks and systems. In many cases, backups, updates, and security tasks are also covered.
• Can I hire only the areas I need instead of the entire IT?

  Yes. It is common to define a scope by areas such as networks, cloud, cybersecurity, or communications. The key is for the provider to specify what is covered, with what SLA, and how it is reported.
• How is the cost calculated: block of hours or pay per service?

  It depends on the provider's model. Some work with a block of hours, but in managed services, it is common to have a pay-per-service model with SLA. The important thing is to compare the total cost and the actual level of coverage.
• Do you offer 24/7 support and how do you manage incidents outside of business hours?

  Some providers offer extended coverage based on criticality. It is advisable to review the SLA, the escalation channel, and the procedure for incidents outside of business hours, including response times.
• What security and continuity measures do you guarantee?

  They typically include monitoring, patch management, access control, backups, and recovery plans. It is also crucial to have tests and procedures in place to ensure that recovery works.
• What is structured cabling installation?

  It is the implementation of a standardized infrastructure for voice and data, organized by areas (backbone, horizontal, and workstations). Its goal is to ensure performance, scalability, and maintenance with documentation and testing.
• How to install structured cabling step by step?

  It starts with evaluation and design, planning routes and capacity, executing the installation in sections (backbone and horizontal), and finishing with terminations, labeling, and certification. The order and validation through testing are key.
• How much is charged for installing a network cable?

  It depends on the scope (number of points), type of cable (UTP or fiber), complexity of routes, need for racks/panels, and whether it includes certification and documentation. It is advisable to request a quote by project with defined deliverables.
• What are the 4 types of network cables?

  They are usually considered twisted pairs (UTP/STP/FTP), fiber optic (single-mode or multi-mode), coaxial, and patch cords as part of the interconnection system. The choice depends on distance, interference, and performance.
• What is structured cable installation?

  Structured cable installation is the planned installation of a complete cabling infrastructure using standard subsystems and a hierarchical design. It supports voice, data, and fibre with consistent pathways, termination points, and patching.
• What are the 6 components of structured cabling?

  Commonly, structured cabling is described using six subsystems: entrance facility, equipment room, telecommunications room, backbone (vertical), horizontal cabling, and work area components. Exact naming can vary by standard and project scope.
• How much does structured cabling cost?

  Structured cabling cost depends on building layout, cable types (copper categories or fibre), number of outlets, access constraints, and testing/certification requirements. A site assessment is needed to estimate labour, materials, and certification scope accurately.
• What are the disadvantages of using structured cabling?

  The main disadvantages are higher upfront planning and installation effort compared with ad-hoc cabling, plus the need for proper documentation and change management. If poorly designed or not certified, performance and maintainability can suffer.
• What’s included in a Structured Cabling Installation project from planning to completion?

  Typically it includes site assessment, design and cable route planning, installation and termination to patch panels and outlets, labelling, testing and certification, and as-built documentation. Some projects also include support for PoE-ready deployments.
• What does an IT solution for businesses in security and continuity typically include?

  It usually includes the design and deployment of security controls, operational configuration, monitoring, and a continuity plan. In continuity, the backup must consider automation, external copies, and a tested recovery process.
• When is it advisable to outsource technical support and what level of attention is recommended?

  It is advisable when you need to reduce friction, ensure response times, and keep systems updated without overloading the internal team. The level of attention is defined by criticality, number of devices, and operational windows.
• What is the difference between public, private, and hybrid cloud for a company?

  Public cloud prioritizes scaling and speed; private cloud offers more control and isolation; hybrid cloud combines both to balance flexibility and compliance requirements. The choice depends on data, applications, and availability goals.