Choosing an ITAM provider is a bigger decision than it looks. The differences between vendors aren’t always obvious in a sales conversation — they show up later, in turnaround times, support responses, and contract language that didn’t mean what you thought it meant. Use these questions in your next vendor evaluation to find out what you’re actually signing up for.
For context on what good answers look like, read our companion guide: How to Evaluate an ITAM Provider Before You Sign.
Accountability
- What is your Service Level Agreement (SLA), and is it written into the contract?
2. Do you use Service Level Objectives (SLOs) in place of SLAs?
3. What is your ITAM pricing model?
4. How do you manage devices when you claim to have global reach?
5. Is the team handling my devices your own employees, or contractors?
Operations & Security
6. How do you track devices at every stage of the lifecycle, and what real-time visibility do I have?
7. What is your data wiping process, and what certification do you provide upon completion?
8. How is data security maintained while devices are in transit or in storage?
9. What is your break/fix support process?
10. How do you handle volume spikes, such as a large device refresh or offboarding wave?
11. What does onboarding look like, and how long before we’re fully operational?
Device Lifecycle
12. Walk us through the full device lifecycle — from end-user return to redeployment.
- How long does it take for a returned device to reach you from the end user?
- How quickly will we receive a status update once you’ve received a device?
- What happens if the wrong device is returned by an end user — and how quickly is that caught and communicated?
- What is your turnaround time from receiving a device to making it deployable or re-deployable?
- Can you expedite for same-day service, bypassing the standard SLA window?
Customer Support
13. Walk us through your customer support process from start to finish.
Want to run your questions past us?
Our team is happy to talk through what good ITAM looks like in practice — and what to watch out for.
Call us: 866-706-0218
Email: sales@computercare.net
Or use the contact form on this page.
For context on what good answers look like, read our companion guide: How to Evaluate an ITAM Provider Before You Sign
