Business leaders dealing with company growth need to decide how to adress issues with rising costs and increased pressure on internal IT teams. Outsourcing IT support to a third party is a way to handle recurring IT issues. However, relying solely on IT support may result in unclear ownership of issue resolution, monitoring, and technology management.
As companies scale, leadership needs to decide whether managed IT services or IT support is the best option for meeting their technology needs.
The Difference Between IT Support and Managed IT Services
IT support is usually focused on resolving issues. Often, IT support providers follow a break/fix model, using a help desk to receive tickets, troubleshoot, and resolve technology issues as they arise.
Managed IT services are more extensive than IT support, taking a proactive and strategic approach to technology. With managed IT services, growing businesses receive ongoing oversight, including monitoring and preventative maintenance. Managed IT services providers help growing companies with planning and carrying out IT initiatives, as well as with developing technology and cybersecurity strategies. Unlike IT support providers, managed service providers (MSPs) take accountability for keeping IT systems performing optimally.
What IT Support Typically Covers
IT support provides reactive services that address issues as they arise rather than anticipating and preventing them. IT support providers offer 24/7 help desk coverage for rapid response, enabling companies to maintain maximum uptime. Help desk services include troubleshooting hardware or software issues and user assistance.
At ISOutsource, we staff our help desk with more than 100 skilled technicians who can answer a call and often resolve issues on the first try. Our IT support services include Level 1, 2, and 3 technical and help desk support for handling problems as they escalate.
Our local technicians, system administrators, and network administrators can provide problem-solving expertise remotely or on-site to companies based in Idaho, North Carolina, Florida, Oregon, and Texas.
Where IT Support Starts to Fall Short
While IT support can be a great option for resolving issues rapidly, relying on a support-only relationship with a technology partner has limitations as a company becomes more dependent on technology. Repeat tickets may indicate that a more proactive approach to technology maintenance is needed. Unplanned downtime due to equipment failure could be avoided through preventive maintenance and regular upgrades.
Relying exclusively on IT support can result in unclear ownership of technology management and maintenance. Companies that rely solely on IT support services lack an IT strategy roadmap. A reactive approach to issue resolution leads to budget surprises. Without strategic guidance for cybersecurity, vulnerabilities only surface after an attack has already occurred.
What Managed IT Services Include
Managed IT services involve a broader relationship between the company and a managed service provider (MSP). With managed IT services, the MSP delivers ongoing management, issue prevention, security monitoring, and strategic planning.
Typically, comprehensive managed IT services include:
- Monitoring
Continuous network monitoring detects suspicious activity and performance issues. - Help Desk
Support staff and technicians are available to resolve issues. - Cloud Services
Enhance collaboration and manage cloud spend. - Network and Telecom
Create reliable and secure communications solutions. - Backup and Recovery
Protect systems and data for greater resilience. - Cybersecurity
Develop strategies for strengthening the overall security posture.
Consulting services, such as vCIO and vCISO, provide strategic guidance for short and long-term initiatives.
At ISOutsource, we offer flexible managed service models that include:
- Fully Managed
Enables your company to focus on core business - Co-Managed
Provides help where you need it - Project-Based
Supplies expert focus for one-time projects and strategic guidance.
When IT Support May be Enough
Not every organization needs a fully managed services relationship immediately. IT support may help businesses that have small teams that have trouble providing coverage around the clock.
Businesses with limited technology systems may find that IT support is enough to meet their needs. Companies with strong internal IT leadership may only need the overflow help that IT support provides.
When Managed IT Services Become the Better Fit
At some point, you may begin to see signs that your company is outgrowing reactive IT support. If your company is adding locations or bringing more employees on board, managed IT services may be a better option.
Other signs that managed IT services are needed include increased compliance pressure and an evolving threat landscape characterized by advanced and targeted attacks.
As your company grows, you may need help with planning budgets, carrying out initiatives, and supporting remote workforces. You may see that your internal IT team is being stretched thin due to increasing demand.
The Business Impact: Uptime, Accountability, Planning, and Cost Control
When choosing whether to go with IT support or managed IT services, company leaders should consider which business outcomes matter most. Managed IT services reduce surprises by improving visibility, documenting ownership, creating technology roadmaps, and making costs more predictable.
At ISOutsource, our managed IT services deliver positive business outcomes through proactive planning that supports business continuity and resilience, enabling companies to make IT decisions with confidence.
How Co-Managed IT Fits into the Decision
Companies with internal IT teams that don’t want to replace their staff but need more capacity or specialized expertise may choose to go with a Co-Managed IT services option. Through our Co-managed IT services, ISOutsource provides a flexible middle ground whether your company needs help desk support, strategic advisory through vCIO or vCISO, or Governance, Risk, and Compliance (GRC) expertise.
Questions to Ask Before Choosing a Model
Before deciding between IT support or managed IT services, business leaders should ask some key questions.
- How much unplanned downtime can your company tolerate?
- What volume does your current help desk experience?
- What are your cybersecurity requirements?
- How are your compliance requirements changing?
- What is your internal IT team capacity?
- How predictable is your IT budget?
- What are your company’s future growth plans?
Get Clarity on What Your Business Needs
Growing companies should evaluate whether they need reactive support, co-managed, or fully managed IT services.
ISOutsource can help your company make the right decision. We can provide a consultation to review your IT requirements and expected business outcomes to determine which model best meets your needs.
Request a proposal from ISOutsource to find the right IT service model for your company.