What are Managed IT Services?

Managed Service Providers

If your business does not have an in-house IT team and relies instead on tech-savvy employees being recruited to fix the inevitable tech issues that arise, you may benefit from outsourcing your IT infrastructure to a company delivering managed IT services. 

Managed services are generally delivered under a service agreement, designed to both maintain and improve the efficiency and performance of the technology your business relies upon. This differs from Block Hours service provision, where you would purchase a ‘block’ of IT Engineer time up front and use it on an as needed basis when issues arise. 

Engaging with an IT company that delivers managed services gives your business access to an abundance of technology solutions that can enhance your current productivity and boost growth.

Known in the industry as managed service providers (MSPs), these IT support companies assist businesses by taking on the responsibility for maintaining and managing the IT needs of the business. This delivers a knock-on effect of freeing up valuable time and resources.

What Services Can You Expect An MSP To Manage?

Most managed service agreements provide support for your business’s core IT infrastructure in addition to each team member who is using technology within your organisation. This is termed a per-user agreement and usually involves the payment of an up-front monthly fee for each nominated user. 

In general, this agreement would cover dedicated troubleshooting of issues via a support desk, regular remote maintenance of devices, procurement of new hardware and software, regular review meetings and IT consultancy.

Essentially this encompasses the main IT systems your business uses to operate, in addition to the individual workstations, laptops and PCs used by your employees, all supported under one agreement. The level of support provision offered varies and it is a good idea to engage in a conversation with a prospective MSP to find out what specific services they provide and how this might fit with your requirements.

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IT Managed Service Inclusions

There are a wide range of services that fall under the umbrella of managed IT services. This list is a summary of some common inclusions you can find under such an agreement:

Supported Core Infrastructure

  • Virtual, physical or cloud based servers + data storage
  • Microsoft 365 Security and Portal Management
  • Network devices including Switches, Routers and Wi-Fi Access Points

Per-user Support

  • Phone support from a dedicated client support engineer
  • Support logging system with guaranteed support times under a service level agreement
  • Managed Remote Access (Engineers can reboot, update or work on your device using remote access software avoiding unnecessary visits to your office)
  • Monitored and comprehensive back up of your data (Sharepoint, Email, Teams etc.)
  • Antivirus protection + Security Management
  • Remote maintenance - Patching of your devices with the latest software ensuring efficient performance (does note include in-person support).

Premium Support

  • Access to a team of experienced engineers with diverse industry expertise
  • An MSP with considerable experience and a wide customer base.  This helps when looking at solutions to address your technology needs
  • Development of a strategic partnership from which your company derives both short and long-term benefits
  • Regular review meetings to better understand the commercial climate your business is navigating
  • Provision of educational materials to make enhance the user experience
  • IT budget planning providing peace of mind for the year ahead