Complete Guide to Managed IT services

Today, we’ll examine what exactly managed IT services are, ways in which they can benefit your company, and how to overcome common challenges associated with them.

What is a Managed Service Provider (MSP)?

An MSP, or Managed Service Provider, is a trusted partner supporting your in-house IT department. They offer a range of IT management services on an ongoing basis, typically through a subscription model – operating as a one-stop shop for all your IT needs, delivered remotely by a team of experienced professionals.

What are managed IT services?

Managed IT services refer to the practice of outsourcing IT processes to third-party providers. These services encompass network monitoring, cybersecurity management, data backup, software updates, help desk support, and more. Essentially, organizations offload the responsibility of managing their IT infrastructure to specialized professionals who possess the expertise to ensure optimal performance and security services.

Types of managed IT services

There’s no shortage of managed IT service providers available in today’s market; some may provide broader offerings that cover a variety of IT processes, while others might be more specialized, emphasizing cybersecurity or cloud services specifically.

Common services managed through third-party providers include:

Cybersecurity

Managed Service Providers (MSPs) typically conduct comprehensive risk assessments to assess the security posture of their clients' IT environments. This can involve evaluating factors such as network infrastructure, data storage systems, and employee security awareness. Based on the findings of the risk assessment, MSPs develop customized cybersecurity strategies tailored to the unique risk profile of each client. 

Moreover, many deploy advanced security monitoring tools to continuously scan for signs of potential security breaches. In the event of a security incident, service providers employ rapid incident response protocols to contain the threat, mitigate the impact, and restore normal operations as quickly as possible. 

Remote IT infrastructure monitoring

Remote IT supervising encompasses network monitoring, server monitoring, and application performance monitoring (APM). By providing comprehensive coverage across all aspects of technical infrastructure, MSPs can preemptively address potential issues, optimize resource utilization, and improve overall system reliability.

Monitoring key performance indicators (KPIs) and generating alerts for potential issues also allow service providers to quickly respond to incidents, perform troubleshooting, and implement corrective actions remotely.

On-site IT services

In addition to remote support, MSPs can also offer assistance with on-site services. While remote assistance covers a significant portion of IT service management (ITSM) needs, certain situations require a physical presence. Service providers often deploy skilled technicians to address issues that cannot be resolved remotely. On-site assistance may include hardware installations, network infrastructure upgrades, and equipment repairs.

These services can also involve proactive maintenance and scheduled visits. MSPs often schedule regular on-site visits to conduct firmware updates, system optimizations, and hardware inspections. 

Project-based managed IT services

Many organizations opt to employ an MSP on a temporary basis for specific IT initiatives. These projects might include infrastructure upgrades, software implementations, cloud migrations, or network redesigns, among others. Service providers will guide businesses through the entire project lifecycle from planning and design to implementation and ongoing support.

They generally work closely with clients to understand their organizational goals, technical requirements, and project objectives. Based on this information, MSPs develop tailored project plans that outline the scope, timeline, and deliverables for a project. 

Managed end-user services

One way in which MSPs can assist with end-user services is by providing comprehensive help desk support. Many offer centralized help desks staffed with skilled technicians who are available to help with most IT-related inquiries. Whether employees encounter hardware problems or software glitches, they can rely on the help desk for prompt resolution.

Even more, service providers often provide mobile device management (MDM) solutions, enabling the administration and security of end-user devices. With the proliferation of mobile devices in the workplace, these services can help companies implement policies to protect corporate data on smartphones, tablets, etc.

Managed backup

Managed IT services usually include a thorough assessment of a clients' backup needs, including the types of data to be backed up, recovery time objectives (RTOs), and recovery point objectives (RPOs).

Once requirements have been defined, MSPs must implement robust backup solutions that leverage both on-premises and cloud-based technologies to ensure data resilience. This may involve deploying backup software that supports automated scheduling, incremental backups, and encryption to safeguard data.

Cloud services

Service providers can guide clients in determining which cloud services, such as infrastructure as a service (IaaS), platform as a service (PaaS), or software as a service (SaaS), align best with their overarching objectives. By tailoring solutions to meet each client's unique needs, MSPs ensure a seamless transition to the cloud while maximizing scalability and cost-efficiency.

MSPs can also deliver value-added services on top of cloud platforms to help clients derive maximum value from their investments. They may offer consulting services, help in migrating legacy applications, or additional cloud-native applications.

Communication services

MSPs often play a vital role in managing communication infrastructure. Their services may include configuring communication systems, monitoring network performance, and proactively addressing potential issues. Service providers typically provide ongoing maintenance as well, keeping communication systems up to date with the latest security patches and software updates.

Additionally, many offer extra training and support to assist employees in effectively using communication tools and adopting best practices for collaboration.

Analytics services

By leveraging a combination of data collection tools, analytics platforms, and data analysis expertise, MSPs assist clients in extracting actionable insights to drive informed decision-making. Whether it's customer behavior analysis, operational efficiency optimization, or predictive maintenance, service providers can tailor analytics solutions to address specific business challenges.

Managed IT services might also involve managing data storage, processing, and visualization tools. Providers can deploy management technologies such as data warehouses, data lakes, and cloud-based analytics platforms to accommodate varying data types and volumes.

Managed print services (MPS)

For companies requiring assistance with their printed document output, many MSPs offer solutions tailored to optimize print infrastructure and reduce costs. They’ll first evaluate the printing needs of an organization, including the volume and types of documents printed, existing print infrastructure, and workflow inefficiencies. Based on this assessment, service providers will design customized MPS solutions to meet a company’s printing goals while maximizing cost-effectiveness.

Once implemented, MSPs oversee the management of print infrastructure to ensure optimal performance. This typically includes configuring printing devices, as well as implementing management software to monitor usage, track costs, and enforce print policies.

Business continuity and disaster recovery (BCDR)

The implementation of robust backup and disaster recovery solutions is usually a key component of an MSP’s offerings. They’ll work with clients to establish automated backup schedules, incremental backups, and encryption protocols. Service providers will then provide ongoing support by conducting regular testing of backup systems to verify readiness for recovery, ensuring a rapid response in the event of a disaster.

By partnering with an MSP for BCDR services, businesses can leverage expert guidance and rapid recovery capabilities to ensure uninterrupted operations even in the face of unforeseen events.

Why are managed IT services important?

Managed IT services provide access to specialized expertise and resources that might otherwise be unavailable for many organizations. MSPs employ skilled professionals with diverse technical backgrounds who are equipped to handle various IT challenges, from cybersecurity threats to infrastructure management.

Furthermore, through proactive monitoring and maintenance, service providers can identify issues before they impact business operations. This preemptive approach minimizes downtime and enhances overall reliability, enabling organizations to operate more effectively.

Benefits of managed IT services

Advantages to be gained through the utilization of managed IT services are plentiful, though they depend largely on what each unique business aims to achieve through them. Company leaders will need to conduct due diligence on potential MSPs to gauge which solutions best align with their identified pain points and overarching objectives.

Increased efficiency

MSPs bring extensive experience and the latest technologies to the table, allowing organizations to leverage state-of-the-art resources and best practices without the need for excessive upfront investments. Whether it's managing IT infrastructure, handling cybersecurity, or optimizing cloud services, managed service providers offer dedicated teams with the skills required to keep systems running smoothly and securely. 

Reduce IT spending

Utilizing a dedicated service provider empowers companies to access enterprise-level IT solutions and support without the need for significant initial investments in infrastructure or personnel. By outsourcing maintenance, monitoring, and support to MSPs, organizations can benefit from subscription-based pricing models that offer predictable monthly expenses.

Enhanced knowledge

The specialized knowledge provided by MSPs ensure that an organization’s technical services are always in the hands of competent and dedicated experts who have their best interests in mind. Service providers are constantly staying abreast of the latest trends and standards to provide clients with valuable recommendations to help optimize their IT environments.

Additionally, through workshops, seminars, and one-on-one consultations, many service providers empower clients with the knowledge needed to navigate complex IT landscapes and maximize the value of their investments. 

Assist in talent gap

Flexible staffing models offered by MSPs can be tailored to meet the unique needs of distinct clients. Whether it's supplementing existing IT teams with additional resources or outsourcing specific tasks entirely to service providers, companies have the flexibility to scale as needed without the overhead costs associated with hiring full-time employees.

How can managed IT services enhance your business’s ITSM?

Firstly, managed IT services provide in-depth knowledge of ITSM frameworks, such as Information Technology Infrastructure Library (ITIL), allowing organizations to benefit from industry best practices. Service providers can help organizations align their ITSM strategies with overarching goals, optimize service delivery processes, and ensure compliance with regulatory requirements.Additionally, managed IT services often involve standardized methodologies and automation tools to streamline incident management, change management, asset management, and more. By automating these repetitive processes, MSPs help businesses reduce manual errors, accelerate service delivery, and optimize resource utilization.

Potential challenges in managed IT services

As with any process or system, challenges may arise throughout an organization’s use of managed IT services. Fortunately, most of these difficulties can be alleviated through enhanced transparency, better communication, and regular performance monitoring.

Lack of accountability

Companies may sometimes feel disconnected from the day-to-day decision-making processes of their outsourced IT functions, creating a lack of accountability. This can lead to issues such as unclear responsibilities, miscommunication, and a perceived loss of control over technical services.

To overcome this, it's essential for businesses to establish clear lines of communication and define expectations upfront when partnering with a service provider. This includes outlining service level agreements (SLAs), KPIs, and escalation procedures to ensure that both parties understand their respective responsibilities.

Does not meet business needs

Occasionally, there may be a disconnect between the services promised by the MSP and the needs of a client. This can lead to dissatisfaction if the client’s pain points aren't adequately addressed and expected value isn’t delivered.

Thus, it's crucial for both parties to establish open lines of communication from the outset. This involves conducting thorough assessments to understand the client's business goals, challenges, and IT requirements, as well as defining specific objectives, deliverables, and expectations for the relationship.

Security concerns

One of the main security concerns for MSPs is warding off cyberattacks, as compromised systems can provide malicious individuals with access to client networks and data repositories. Service providers may face difficulties in ensuring the security of client data across diverse environments, especially as they increasingly adopt cloud-based services and mobile technologies. A breach involving an MSP can have severe consequences for both the service provider and its clients, including financial losses, reputational damage, and regulatory penalties.

To alleviate these concerns, providers must prioritize cybersecurity as a fundamental aspect of their service offerings. This includes implementing robust security measures to protect their own infrastructure, as well as those of their clients. Risk assessments and security audits are often employed as well, with teams implementing appropriate safeguards to mitigate any identified threats.

Cost

MSPs typically charge recurring fees for their services, which can vary based on the scope of services provided, the level of expertise required, and the complexity of the client's IT environment. Businesses may also incur initial setup costs, including hardware and software investments, migration expenses, and training fees.

Organizations should conduct thorough cost-benefit analyses to evaluate the potential return on investment (ROI) of outsourcing IT functions. This involves comparing the total cost of ownership (TCO) of managing technical systems in-house versus outsourcing to an MSP.  Clients can also negotiate contract terms with service providers to ensure that services are tailored to their budgetary constraints.

Bring your managed IT and ITSM services to the next level with Freshservice!

Freshworks’ Freshservice serves as the market’s premier cloud-based IT Help Desk and service management solution, offering an abundance of features designed to assist providers with their ITSM approach.

Freshservice is highly customizable, allowing IT teams to mold the platform to fit their unique needs and objectives. Dedicated change, incident, and problem management tools help optimize processes to ensure that service providers are prepared no matter what the situation. Even better, users can easily switch their account to MSP mode to manage multiple clients, configure support portals, and oversee assets all from a single, unified platform.

Whether you're looking to streamline IT management, enhance security, or equip your employees with self-service capabilities, Freshservice offers a scalable and cost-effective solution from multiple angles:

Streamlined IT service management:

• Automated workflows: Freshservice allows MSPs to automate repetitive tasks such as ticketing, provisioning, and password resets, freeing up technicians' time to focus on more strategic initiatives.

• Centralized platform: Manage all your clients' IT needs from a single platform, improving efficiency and visibility for your team.

• Scalability and customization: Freshservice adapts to the unique needs of each MSP, regardless of size or client base.

Enhanced client support:

• Self-service portal: Empower clients to resolve common issues independently through a user-friendly self-service portal.

• SLM compliance: Ensure you meet Service Level Agreements (SLAs) with automated alerts and reporting features.

• Improved communication: Facilitate better communication with clients through ticketing, surveys, and integrated chat functionalities.

Robust security and visibility:

• Role-based access control: Maintain granular control over user permissions and data access for enhanced security.

• Detailed reporting: Gain valuable insights into IT service performance and identify areas for improvement.

• Compliance management: Simplify compliance tasks with built-in features and integrations to ensure adherence to industry regulations.

Additional MSP-specific features:

• Contract management: Manage client contracts electronically, track key dates, and automate renewal processes.

• Multi-tenancy: Provide secure, isolated environments for each client, at a premium level of data privacy and security.

• Powerful integrations: Extend Freshservice's functionality by integrating with popular PSA and RMM tools used by MSPs.

But don’t just take it from us – one of our satisfied clients on G2 extols Freshservice’s ease-of-use and affordability, saying, “We moved to FreshServiced [sic] in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started … My team and I use it everyday and it's become an indispensable tool for us.”