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Why Use IT Managed Services?

The short answer is because it’s cheaper than the other options. Longer answer because it’s cheaper and your computer systems are supported by a team of professionals who take care of it day after day. Still not convinced? Let’s take an example. Company “A” has 1 Small Business Server running File & Print and Exchange, 24 machines (some desktops, some laptops), 3 printers and a few Blackberries.

What does company “A” need to provide top-notch IT management to its systems and people?

A single point of contact for all IT issues (helpdesk), 24/7 monitoring and alerts, vendor management, onsite hardware support, system administration (password reset, user account creation , etc.), change management, reporting and root cause analysis, finding new technologies relevant to what Company “A” does, service level agreements, software/application support, backups, printer administration, network management, server management, desktop support, remote access, regular incident analysis, discounted hardware and software? The list is lengthened increasingly.

So what can Company “A” do?

Ask an existing employee who is good with computers to help you with any problems?

This will not provide you with most of the above requirements. The person in question may be good at fixing computers at home, but do they have experience with business computing? Imagine they spend all day trying to solve a printing problem. They may or may not have it fixed. All the time they spent doing a job they weren’t trained for should have been spent doing the job they were trained and paid to do. In effect, you would be paying a non-IT professional to do the work of a professional. So what else?

Employed an IT professional, or even a team?

Hire all the people you need to provide the service you need. How many people is it? Research shows that it takes one IT employee for every 40 employees. Thus, you will need to employ a person to support Company “A”. This person is going to be busy trying to cover desktop support, help desk, network support, R&D, root cause analysis, etc. You might think he can manage – after all, he only has 24 users to manage! Maybe he can, but not when he’s sick, on vacation, or has to review two incidents at the same time. They should also be well trained in desktop, server, and network support, not to mention customer-facing skills. Since he has no replacement, he must be a superior technician, capable of working alone. An approximate salary of £40-50,000 plus benefits, training and holiday cover. Maybe there is an alternative?

Hire a computer company. When you have a problem, pay them by the hour to come and fix it.

The IT company will only be paid when you have problems. Does it encourage them to fix the root cause? Do they prevent problems before they occur? NOPE! You may find that you are letting your IT systems degrade and when you find that it is impacting your business, you need to pay for a quick fix. Remember that you are not just paying the engineer. You’re losing money because your employees can’t operate at full capacity when their systems aren’t working. In fact, you could be paying twice as much when you have a problem.

And for all that money, you get breakdown/repair assistance. What about all the things we mentioned? You really need to have good IT management. Are you also going to pay by the hour for all? It’s hard to put a price tag on what it’s going to cost over a year, and that makes budgeting rather difficult.

The solution – Use a managed IT services company.

The first thing to mention is the cost. By simply multiplying the number of servers, desktops, and laptops you need supported by a fixed monthly cost, you set your IT support budget for the year.

For company ‘A’ this cost would be around £10,000 per year. It is much less than employing your own staff. It’s also likely to be a lot cheaper than using Pay As You Go IT support. So what do you get for the money? You get everything mentioned at the beginning of this article:

A single point of contact for all IT issues (helpdesk), 24/7 monitoring and alerts, vendor management, onsite hardware support, system administration (password reset, user account creation , etc.), change management, reporting and root cause analysis, research of new technologies relevant to what company “A” does, service level agreements, software/application support, backups, printer administrator, network management, server management, desktop support, remote access, regular incident analysis and update meetings, discounted hardware and software. So how do managed IT services give you so much more than other options, while costing less?

Managed IT services companies are structured to become the IT department of multiple companies. With the right tools, processes, experience and software, IT support costs are reduced through increased levels of efficiency.

Managed IT services companies work by solving problems as they arise. In many cases, even before the customer realizes it. 24/7 alerting means that as soon as a problem occurs, the managed services company is notified and the problem can be resolved before it affects your business. It also means the problem is solved faster because the engineer has direct access to your systems 24 hours a day. They don’t even have to travel. They simply connect to the problematic device, resolve the issue, and move on to the next incident.

Using a managed IT service provider also means that your IT needs are handled quickly, as they tend to only use engineers with extensive real-world experience. Managed services IT companies can employ the best because they know that it is these people’s skills that help protect their customers’ IT systems. Managed services IT companies want these IT systems running all the time, or they won’t meet the strict SLAs (service level agreements) they set. If an issue is ignored and escalated, that means they need to come to your site to fix it. It costs them money, so it makes sense for managed IT services companies to make sure your systems are running.

In most cases, they will help you with the strategy. This is done by monitoring and analyzing the information they get from alert systems and incidents reported by users. Using this information, managed IT services companies work with their customers to reduce the number of reported incidents. This saves your business and theirs time and money.

Of course, having a managed IT services company on your side doesn’t mean everything is included. If you have development work or other new requirements, additional charges may apply, although your support budget should be set.

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