Introduction
As your company embarks on its journey, we recommend adopting a holistic approach to managing IT services. This Managed IT Services Guide serves as the foundation for assessing and selecting a managed IT services provider—one that collaborates with your team to deliver innovative business outcomes, making your team members’ lives easier.
How to Use this Best Practices Guide
This guide will assist you in choosing a provider that strikes the right balance between cutting-edge technology and human connection. By understanding the various products companies utilize—such as Network Management, Cybersecurity, Cloud Services, Backup and Disaster Recovery, IT Support and Helpdesk, Software Management, Infrastructure Management, Consulting, and Strategy—you’ll be better equipped to address your IT challenges and create an optimal infrastructure environment.
The initial hurdle lies in finding a flexible Managed Service Provider (MSP) capable of tailoring their services and solutions to align with your business goals and change management requirements. Given the challenges faced by IT leaders, expert support and resources are essential for achieving lasting success.
Whether you decide to implement Managed IT Services or leverage Microsoft Technologies, you’ll continue to align with your business and technology needs. By the end of this guide, you’ll have a comprehensive understanding of the tools and services available to optimize your IT infrastructure. And when your business leaders are ready, we’ll guide them through the process of selecting the right service provider to meet your business needs.
What Are Managed IT Services?
Overview
Managed IT services involve outsourcing information technology tasks to third-party company engineers by an (MSP). These services allow businesses to delegate day-to-day IT responsibilities to experts who remotely support and maintain their IT infrastructure.
Commonly managed IT services include remote help desk management, network health and security monitoring, software installations and updates, and business continuity and disaster recovery (BCDR) planning.
Key benefits include:
- Improved efficiency: Managed IT services allow businesses to focus on their core competencies while experts handle IT operations.
- Predictable costs: Organizations can budget effectively since costs are controlled and predictable leading to savings.
- Mitigation of infrastructure challenges: Experts address infrastructure issues, ensuring smooth daily operations.
“We have the unique ability to engage with leaders at any level—whether it's the CFO, CEO, or IT leadership—and help them achieve their business goals through the strategic lens of technology.”
-Sean Ferrel, CEO Managed Solution
Why Purchase Managed Services?
Advantages of Managed Services
- Cost Efficiency: Managed services allow organizations to access expert IT support without the overhead costs of maintaining an in-house team.
- Focus on Core Business: Outsourcing IT tasks frees up internal resources, enabling leaders to concentrate on strategic initiatives.
- Scalability: Managed services can adapt to changing business needs, providing flexibility as the organization grows.
- High Level Engineering: High-level engineering services provide specialized knowledge, reduce costs, enhance security, offer scalability, and allow your team to focus on strategic initiatives.
Common Challenges and Barriers
- Vendor Selection: Choosing the right managed service provider (MSP) is critical. Leaders must evaluate expertise, reliability, and alignment with business goals.
- Security Concerns: Entrusting sensitive data to an external provider raises security questions. Leaders need robust agreements and protocols to mitigate risks.
- Integration Complexity: Integrating managed services seamlessly into existing workflows can be challenging. Leaders must ensure smooth transitions.
- Change Management: Employees may resist changes introduced by MSPs. Effective communication and change management strategies are essential.
- Loss of Control: Outsourcing means relinquishing some control over IT operations. Leaders must strike a balance between control and delegation.
What Should I Know?
Current State of IT MSPs (2024)
AI Dependence and Enhanced Training
- Artificial Intelligence (AI) has become a standard practice across applications in MSPs.
- AI assistants automate tasks, enhance security measures, and provide real-time insights.
- Enhanced training for those using AI tools ensures better quality work and reliability.
- MSPs rely on AI to detect and remedy security issues due to the shortage of cybersecurity experts.
Defense in Depth (DiD) Cybersecurity Strategy
- Layered security: Implementing multiple security measures across physical, technical, and administrative layers.
- Redundancy: Using overlapping technologies to catch attacks missed by one layer.
- MSPs safeguard networks against evolving threats like phishing, ransomware, and data breaches.
Cloud Migration
- Cloud Computing Adoption: Cloud services offer scalability, flexibility, and cost efficiency.
- Infrastructure-as-a-Service (IaaS) solutions enable MSPs to capitalize on a growing market.
- Helping customers migrate to the cloud improves user management and facilitates remote work.
Big Data Analytics
- Leveraging big data empowers MSPs to extract actionable insights.
- Data-driven decision-making enhances marketing strategies, cybersecurity protocols, and operational efficiencies.
Managing IoT Data
- MSPs play a pivotal role in managing and securing Internet of Things (IoT) infrastructure.
- Handling vast amounts of IoT-generated data maximizes business value and efficiency.
Edge Computing for Real-Time Insights
- Edge computing reduces latency and enhances data processing capabilities.
- Crucial for applications requiring real-time analytics and personalized user experiences.
Future State of IT MSPs (2025)
AI and Automation
- AI and machine learning will continue to transform managed cloud services.
- Automation streamlines routine tasks, allowing MSPs to focus on strategic initiatives.
Prioritizing Security
- Cybersecurity remains critical, with MSPs safeguarding against evolving threats.
- Compliance with regulations and risk mitigation in cloud and remote work environments.
Cloud Services Growth
- Cloud computing adoption will soar, offering scalability and cost efficiencies.
- MSPs will facilitate cloud migration and improve user management.
Leveraging Big Data
- MSPs will extract actionable insights from big data to optimize service delivery.
- Data-driven decision-making will differentiate MSPs in a competitive landscape.
IoT Management
- MSPs will manage and secure IoT infrastructure to maximize business value.
- Handling IoT-generated data efficiently will be crucial.
Edge Computing Expansion
- Edge computing will play a vital role in real-time analytics and personalized experiences.
Product Landscape as your Primary IT Support function
Managed IT service providers (MSPs) offer comprehensive support across various IT functions, ensuring businesses can focus on their core activities while maintaining robust and efficient IT operations.
Network Management
Handle the design, implementation, and maintenance of network infrastructure. This includes monitoring network performance, managing routers and switches, and ensuring optimal connectivity and uptime. They proactively identify and resolve issues to prevent downtime and maintain network security.
Cybersecurity
Provide advanced cybersecurity solutions to protect against threats such as malware, ransomware, and phishing attacks. They implement firewalls, intrusion detection systems, and regular security audits. Additionally, they offer security awareness training and incident response planning to mitigate risks.
Cloud Services
Assist with cloud strategy, migration, and management. They help businesses leverage cloud platforms like AWS, Azure, or Google Cloud for scalable and flexible IT resources. MSPs ensure seamless integration, data security, and cost optimization in the cloud environment.
Backup and Disaster Recovery
Implement robust backup solutions and disaster recovery plans to safeguard data. They ensure regular backups, secure storage, and quick recovery options in case of data loss or system failures. This minimizes downtime and ensures business continuity.
IT Support & Helpdesk
Provide 24/7 IT support and helpdesk services to address technical issues and user queries. They offer remote and on-site support, ensuring quick resolution of problems and minimizing disruptions to business operations.
Software Management
Manage software deployment, updates, and licensing. They ensure that all software is up-to-date, secure, and compliant with licensing agreements. This includes patch management and troubleshooting software-related issues.
Infrastructure Management
Oversee the entire IT infrastructure, including servers, storage, and network devices. They ensure optimal performance, scalability, and reliability of the IT environment. This includes regular maintenance, upgrades, and capacity planning.
Consulting & Strategy
Offer strategic IT consulting to align technology with business goals. They provide insights on emerging technologies, IT budgeting, and long-term planning. MSPs help businesses develop and implement IT strategies that drive growth and efficiency.
What Should I Do Next
Business leaders often face barriers when considering an IT managed service provider (MSP). These include dealing with technical debt from outdated software, cultural resistance to new technologies, concerns about outsourcing costs, and challenges with data consolidation and transparency. If your company lacks the right processes or internal expertise, an MSP can help modernize systems and achieve your goals. It’s crucial to assess the maturity of your company to determine the level of external support required.
Chief Executive Officer (CEO)
What is a CEO? A Chief Executive Officer (CEO) is the highest-ranking executive in a company, responsible for making major corporate decisions, managing overall operations and resources, and acting as the main point of communication between the board of directors and corporate operations.
Roles and Responsibilities
- Strategic Direction: Setting and executing the organization’s strategy.
- Decision Making: Making high-level decisions about policy and strategy.
- Leadership: Leading the executive team and ensuring the company’s culture and vision are maintained.
- Communication: Acting as the primary spokesperson for the company.
- Resource Allocation: Overseeing the allocation of capital and resources.
Impact of Managed IT Services
- Strategic Focus: Allows the CEO to focus more on strategic initiatives rather than IT issues.
- Latest Tech: Access modern AI technology and stay ahead of your competitors.
- Risk Mitigation: Reduces the risk of IT failures and security breaches, ensuring business continuity.
Chief Experience Officer (CxO)
What is a CxO? A Chief Experience Officer (CxO) is an executive responsible for ensuring that a company’s products and services provide a positive experience for customers. They focus on customer acquisition, retention, and overall satisfaction.
Roles and Responsibilities
- Customer Strategy: Developing and implementing strategies to improve customer experience.
- Customer Advocacy: Acting as the voice of the customer within the organization.
- Experience Design: Designing and overseeing customer experience initiatives.
- Cross-Functional Collaboration: Working with other departments to ensure a seamless customer experience.
- Performance Metrics: Establishing and tracking metrics to measure customer satisfaction and engagement.
Impact of Managed IT Services
- Enhanced Customer Experience: Ensures that IT services are reliable and efficient, contributing to a better customer experience.
- Focus on Core Activities: Allows the CxO to focus on customer-centric strategies rather than IT management.
- Improved Data Insights: Provides better tools and analytics to understand customer behavior and preferences.
Chief Financial Officer (CFO)
What is a CFO? A Chief Financial Officer (CFO) is a senior executive responsible for managing the financial actions of a company, including tracking cash flow, financial planning, and analyzing the company’s financial strengths and weaknesses.
Roles and Responsibilities
Financial Planning: Overseeing the company’s financial planning and strategy.
- Risk Management: Managing financial risks and ensuring compliance with financial regulations.
- Reporting: Ensuring accurate and timely financial reporting.
- Investment Decisions: Making decisions about investments and capital structure.
- Collaboration: Working closely with the CEO and other executives on strategic initiatives.
Impact of Managed IT Services
- Cost Efficiency: Helps control and reduce IT costs through predictable monthly fees.
- Financial Reporting: Provides accurate and timely IT cost data for better financial reporting.
- Risk Management: Enhances IT security and compliance, reducing financial risks associated with data breaches.
Want to see how AI impacts other roles, such as CTOs, business analysts and information security? Download our full guide!
Selection Process
To select the right managed IT service provider (MSP), start by assessing your specific IT needs and goals. Research potential providers, checking their reputation, credentials, and client testimonials. Evaluate their service offerings to ensure they cover all your requirements and have robust security measures in place. Review their Service Level Agreements (SLAs) for response times and support availability and ensure they can scale with your business. Assess their communication channels and support structure and request detailed proposals and quotes to compare pricing and services. Conduct interviews and site visits to understand their capabilities, and check references from current or past clients. Finally, make an informed decision based on your evaluations and feedback, ensuring you understand the contract terms and service expectations before signing.
Business Justification
Benefits of Managed IT Services
- Cost Efficiency: Managed IT services can lead to significant cost savings by reducing the need for in-house IT staff and minimizing downtime.
- Access to Expertise: Businesses gain access to a team of IT experts who can provide specialized knowledge and support.
- Enhanced Security: Managed service providers (MSPs) offer robust security measures to protect against cyber threats.
- Scalability: Services can be scaled up or down based on business needs, providing flexibility.
- Focus on Core Business: By outsourcing IT tasks, businesses can focus more on their core operations.
General Look at What It Means to Be a Good or Bad Candidate for Managed Services
Good Candidates
- Small to Medium-Sized Businesses (SMBs): Often lack the resources to maintain a full in-house IT team.
- Rapidly Growing Companies: Need scalable IT solutions to match their growth.
- Businesses with Complex IT Needs: Require specialized expertise that an MSP can provide.
- Companies Focused on Core Activities: Prefer to outsource IT to focus on their primary business operations.
- Organizations with Compliance Requirements: Need to adhere to industry-specific regulations and standards.
Bad Candidates
- Large Enterprises with Established IT Departments: May already have the necessary resources and expertise in-house
- Businesses Requiring Constant On-Site Support: Might find remote support insufficient.
- Highly Specialized Industries: May need niche IT solutions that general MSPs cannot provide.
- Companies with Tight Budgets: Might find some MSP services too costly.
Match your business with the ideal MSP
Expertise Evaluation
- Certifications and Partnerships: Verify their certifications (e.g., Microsoft, Cisco) and partnerships with leading tech vendors.
- Case Studies and References: Review case studies and ask for references to understand their experience in your industry.
- Technical Support: Assess their support capabilities, including response times and availability.
