Managed IT services provide a diverse range of IT solutions, including both targeted and 24/7 coverage of IT tasks. Companies can use managed IT to alleviate their in-house IT workload or address deficiencies in existing IT roles and competencies. These services extend to both on-site IT and private cloud storage.
This approach can help alleviate the workload of in-house teams, augment teams that are unable to keep up with IT demand, or even replace in-house teams altogether. Managed service providers (MSPs) are particularly valuable in providing round-the-clock IT coverage and bringing specialized knowledge and expertise that may not be accessible otherwise.
What services are currently used under the managed services umbrella?
Managed IT services usually involve various duties, but commonly involve:
- Monitoring and managing hardware and infrastructure remotely.
- Providing security services like monitoring, penetration testing, incident response, and threat hunting.
- Configuring, monitoring, and managing cloud services either in collaboration with managed cloud services or independently.
- Offering communication support, including IP telephony services.
What are the benefits of managed IT support?
Partnering with the right managed IT service provider can offer several advantages to organizations, such as:
Contractual Flexibility:
Managed IT services allow you to establish contractual terms, including service level agreements (SLAs), for IT responsibilities. This eliminates the need for hiring, training, and retaining in-house IT staff, allowing you to pay for only the services or coverage required, saving associated costs.
Improved Efficiency:
Outsourcing IT tasks to managed service providers allows your teams to focus on core business activities, which generates revenue. These providers can also offer guidance or recommendations to optimize your infrastructure’s performance, which can increase productivity and return on investment.
Enhanced Uptime Management:
Managed IT service providers have the flexibility to perform system updates and maintenance during off-hours, unlike your in-house employees. This allows for greater uptime and fewer workflow interruptions since MSPs can work around your schedule.
What should be considered when choosing a managed IT service provider?
Although partnering with a managed service provider can be beneficial, it’s crucial to consider the following factors:
Accountability:
Ensure that the provider you select has well-defined and actionable service level agreements (SLAs) that hold them accountable. Choosing a provider who cannot be held accountable for their services rendered or system performance can lead to frustration and losses. The accountability should also include clear reporting of services rendered and system performance. Avoid providers who refuse to provide metrics or share system data with you.
According to Craig Beringer of Beringer Technology Group, customer support means everything and is the backbone of their managed IT services business. “It’s really quite simple; treat the customer fairly, provide good value and world-class support”, says Craig.
Strategic IT Planning:
Managed IT service providers should help you plan infrastructure upgrades, configuration changes, and additions strategically. Failure to do so means you won’t be able to derive full value from managed services. Providers need to understand your current infrastructure and manage it with respect to your business goals and objectives. Planning should extend beyond the immediate future into the next year or two.
Track Record:
Not all managed service providers are created equally. Before selecting a provider, verify their track record with other organizations in your industry and scale. Reliable MSPs should be willing to share which comparable organizations they work with and can set up opportunities to speak with someone from those companies. Avoid providers who refuse to share proof of value.
Before choosing an MSP
To ensure that you select the right IT MSP, there are several steps you can take. Though these steps may require additional effort, a careful evaluation of your needs, assets, and objectives can help you maximize the value you receive from any chosen provider.
Evaluate your existing IT systems
The initial step in finding a suitable MSP is to conduct a comprehensive evaluation of your present IT requirements and expenses. You must identify which workflows and infrastructure you need to manage, what resources you presently have, and what budget you have allocated for management. During this assessment, it is critical to consider your business objectives.
For instance, if you require supplementary support for your current IT team, you should consider different providers than if you need a self-contained team. Furthermore, you should evaluate whether managed services are cost-effective over the long term. Although contracting out IT management and maintenance may be less expensive initially, as your company expands, it may be more beneficial to invest in an in-house team.
Request a system audit
After shortlisting potential providers, you may want to request an audit of your systems. This will help you assess whether they have the necessary expertise and support to manage your assets effectively.
It is essential to ensure that providers are knowledgeable about any specialized hardware or software you use or intend to use in the future. Additionally, they should be familiar with any industry or compliance standards that apply to your systems and data. If a provider has difficulty conducting a proper audit of your systems, it is unlikely that they will be able to provide adequate support.
Consider scalability and flexibility
When evaluating potential vendors, pay attention to the services they can provide. Providers should be able to scale with you and have more bandwidth, service hours, and expertise than you require ideally. If not, your provider may become a bottleneck, reducing your capacity and performance.
This is particularly crucial if you plan on making significant infrastructure changes in the near future, such as cloud migration. You must choose a provider that can support your organization’s growth without sacrificing performance or coverage.
