Managed Services Vs IT Support
Knowing why managed services will make a difference in how your company uses its IT infrastructure is how it differs from traditional IT support and what advantages it can offer, over and above that. One of the key differences is in the reaction of the managed services provider to the client’s need for support – whether it is proactive or reactive.
Traditional IT support is a reactive model. Typically, a client will be able to access a team of experts once an issue has been identified. Something will not be working or not as expected, and the IT support company will be called in to solve the issue. Alerts are likely to be in place that will warn the IT support company such as an alert for a failed back-up or server issue, but these will be when the event has actually taken place and may not be responded to straight away – especially if it happens overnight or at a weekend. In other words, no one is watching for the event, all activity takes place once the event has happened and resolution takes place once the IT support company knows about it, from the client. Managed services differ in many key ways from this by being a proactive model.
Take the same event. With a managed service provider, the same company’s systems are being constantly monitored looking at how they are working and flagging up potential issues before they occur. The use of intelligent systems means technical staff in the managed services company can be working on fixes without a client being aware of an issue. The client’s systems remain operational and productive and any potential issue is fixed before it causes system downtime. As most managed services providers will have a 24/7, 365 days a year helpdesk and monitoring team, issues overnight or at weekends are dealt with straightaway rather than the next working day since they will have remote access to servers and other aspects of a client’s network. If it’s a hardware issue they’ll have a team which can be on-site at any hour too.
Another key factor is that a managed service team will not just be working on spotting problems, they’ll be looking constantly at a client’s systems and improving and streamlining them to get the best out of them, suggesting where changes to hardware and software can make a difference, looking at security systems to make sure the client is protected against the latest malware and other threats. In short, managed services provide a service that proactively manages a system’s general performance and reliability to address potential problems rather than the reactive offering from traditional IT support.
Another area where managed services can work in a client’s favour is cost, where IT support can offer a number of pricing structures based on anything from a negotiated annual fee to pre-pay blocks which can be drawn down as needed, most managed services companies offer a transparent monthly fee which is based purely on what you use at any given time. This can work well for many businesses in a number of ways, for example, if your employee numbers fluctuate for any reason if you use temporary staff or you need to try different working practices which may be taken forward permanently or not. The proactive model also works to reduce costs for help desk tickets, since it is in the interests of the provider to keep these to a minimum by proactively working to keep a client’s network trouble free, the costs associated with downtime can be kept to a minimum too.
In terms of making the choice between IT support and managed services, the key question is how much business would you lose if your systems were to go down for 1 or more days? If you cannot do without and need to be able to serve clients this way then managed services may be the perfect choice for your business. As support can be tailored to the size of the business you may also find it is a good fit, whatever size your company is.
Tecsenza can provide a range of managed services to suit all types and sizes of business if you would like a consultation with one of our qualified experts, give us a call or fill in the contact form on our ‘contact us’ page on this website and we will be happy to help you explore the best options for your business.