Best Managed IT Services Providers

What are managed IT services?

How do managed IT services work?

What’s the difference between managed IT services and cloud services?

Benefits of managed IT services

Managed IT support services lead to several significant benefits that help businesses focus on their core objectives Some advantages of managed services are as follows.

• Cost efficiency: Since managed IT services operate on a subscription-based model, businesses can avoid the expenses associated with hiring and training IT staff, as well as the costs of purchasing and maintaining hardware, software, and infrastructure. 
• Focus on core business: Companies can redirect their resources and energy toward vital business goals, ultimately enhancing their competitive advantage.
• Access to expertise and advanced technology: Managed IT service providers employ experienced professionals with specialized skills and expertise in various areas of technology. Businesses benefit from access to a team that’s ready to offer guidance, support, and strategic advice.
• Proactive support and maintenance: Managed IT services include proactive support to identify and address potential issues before they escalate into major problems. This approach minimizes downtime, disruptions, and productivity losses to make it easier for businesses to operate smoothly and efficiently.
• Enhanced security and compliance: MSPs implement robust security measures to protect their clients against cyber threats, data breaches, and compliance risks. They conduct regular security assessments and establish multi-layered security defenses. They also maintain compliance with industry regulations such as General data protection regulation (GDPR), Health insurance portability and accountability act (HIPAA), payment card industry data security standard (PCI DSS), and others, reducing the risk of fines.
• Scalability: Whether scaling up to accommodate business growth or scaling down during periods of decreased demand, MSPs adapt their services to meet the evolving needs of their clients.

Managed IT services challenges

On the other side of the coin, here are some of the challenges involved with IT managed services. 

• Finding the right provider: Choosing the right service provider that aligns with organizational needs, goals, and values can be challenging as the pursuit requires extensive research and evaluation. 
• Cost management: While third-party providers offer cost savings when compared to an in-house IT team, unexpected costs, hidden fees, and unclear pricing structures add to financial challenges. Read the fine print.
• Loss of control: Businesses must establish clear communication channels, performance metrics, and a governing structure to ensure zero loss of control over IT operations and decision-making processes. 
• Data security concerns: Entrusting sensitive information to third-party managed IT support services raises concerns regarding privacy and security. Make certain robust security measures are implemented. 
• Service downtime: Despite protective messages, system failures, human errors, or technical issues that lead to service interruption and downtime can still happen. 
• Integration with existing systems: Understanding compatibility issues, data migration concerns to confirm that the new tools integrate well with the existing systems is a crucial step in planning. 
• Contractual and SLA understanding: Making sense of the terms, conditions, and SLAs is essential for managing expectations, resolving disputes, and ensuring accountability. Businesses must review and negotiate contracts carefully to clarify responsibilities.

Managed IT services cost

Pricing for managed IT services varies based on the size and complexity of client requirements, types of services offered, technological expertise, and geographical location. There are various pricing models available; some of them are as follows.  

• Per-device pricing charges a fixed or flat fee per device, such as a server, a computer, or a printer. It’s a straightforward pricing model, but it doesn’t account for services required per device. 
• Per-user pricing charges a flat fee per user per month. This can be a more scalable option for businesses, as it aligns costs with the number of employees.
• Tiered pricing provides a different bundle of services at different price points. Clients choose the tier that best suits their needs and budget.
• All-inclusive pricing, also known as the flat-fee pricing model, involves a single, fixed monthly fee for all IT services. Companies appreciate this model for its predictability and simplicity.
• A la carte pricing lets clients pick and choose specific services. Each service is priced individually. This provides flexibility, but can also make costs less predictable.
• Value-based pricing  is less common, but involves pricing based on the value or return the service is expected to bring to the client's business.
• Project-based pricing is for specific projects outside the scope of regular IT management, like an IT upgrade or a cybersecurity audit. MSPs might charge a one-time fee.

Factors influencing price:

• Service Level Agreements (SLAs): A demanding SLA such as 24/7 support will typically increase the price.
• Technical complexity: Complex environments or specialized technology service requirements may lead to higher costs.
• Location: Prices vary based on geographic location, reflecting local market conditions and cost of living.
• Additional services: Advanced services such as cybersecurity, data analytics, and custom software development may come at a premium.

Pricing may vary on terms and conditions depending on the provider. It is crucial to understand that each pricing model and provider's technical support varies from one another. 

How to choose the right managed IT service provider

By following these steps and considering these key factors for your IT Infrastructure, you’ll be able to select the right service provider that meets your organization's needs and helps drive success.

• Assess IT needs: Recognize the IT needs of your company, including the current infrastructure, technology goals, budget, and any issues or problems at hand. 
• Research potential service providers: Dive into extensive research to find possible MSPs. Take into account elements like credentials, client testimonials, industry experience, and reputation.
• Evaluate services: Examine each MSP's portfolio to make sure their offerings meet your IT requirements. Look for suppliers who provide customized solutions.
• Consider technical capabilities: Evaluate the MSP's technical expertise, certifications, and experience with relevant technologies and platforms. Ensure they have the skills and resources to support your IT environment effectively.
• Examine SLAs: Review the SLAs each MSP offers, including response times, uptime guarantees, resolution procedures, and escalation protocols. Verify the SLAs align with your expectations.
• Review support structure: Educating yourself about help desk availability, technical support team size, and communication channels. Make sure the MSP can provide timely and effective support when needed.
• Consider pricing models: Compare pricing models and structures offered by different MSPs. Look for transparency, flexible payment options, and value-added services that work with your budget and IT goals.
• Assess cultural fit: Consider the MSP's company culture, values, and communication style. Choose a provider that shares your organization's values and can collaborate effectively with your team.
• Check flexibility: Assess the MSP's ability to adapt to changing business needs, technology trends, and growth opportunities. Choose a flexible, agile, and proactive provider that addresses evolving IT requirements.
• Data management and backup strategy: Ask about the MSP's data management practices, IT strategy, data backup plans, disaster recovery plans, and security measures. Ensure they prioritize data protection, privacy, and compliance with relevant regulations.

Who uses managed IT services?

Managed IT services find use over a broad spectrum of organizations that require reliable technical support and wish to explore automation. 

• Small and medium-sized businesses: Small and medium-sized organizations often lack the resources required to maintain an in-house IT department. Managed IT services provide access to expert technical support without the overhead costs of hiring.
• Large corporations: Although large corporations usually have in-house IT departments, they use additional services to handle specific tasks, like network management or cloud computing services, to let them focus on core activities. 
• Startups: Startups adopt IT managed services for rapid scaling of their IT infrastructure, allowing them to focus on innovation.
• Healthcare providers: Hospitals, clinics, and other healthcare facilities use managed IT services for secure and efficient management of their IT needs and to comply with health regulations like HIPAA.
• Financial institutions: Banks, investment firms, and insurance companies turn to managed IT services for enhanced cybersecurity, data protection, and compliance requirements.
• Educational institutions: Schools and universities often outsource IT management to handle infrastructure like student databases, learning management systems, and campus network security.

Questions for a managed IT service provider

When considering a managed IT service provider, you want to guarantee they can meet your business needs and provide the level of service you require. Here are some questions you might consider asking when vetting a managed IT service provider.

• What IT services do you offer?
• What kind of support can we expect? Is it 24/7? How do you handle after-hours support requests? What is your average response time for support requests?
• How do you safeguard our data?
• What security measures and protocols do you have in place?
• What is your disaster recovery plan?
• How often do you perform data backups?
• What is your process for restoring data in case of loss?
• Are you compliant with industry regulations relevant to our business (like HIPAA for healthcare, GDPR for European data, etc.)?
• Which SLAs are in place?
• What metrics do you report to clients?
• Are there any hidden costs or potential fees we should be aware of?
• Do you have partnerships with specific hardware or software vendors?
• Can we expect a dedicated account manager or point of contact?
• How will you communicate with us regarding updates, changes, and issues?
• What is your onboarding process for new clients?
• How do you handle the transition from an in-house IT team or another managed service provider?
• If we choose to end our contract, what is the process for a smooth transition?
• Are we able to retrieve our data easily?

Is managed IT services typically a short-term or long-term engagement?

Managed IT services are generally designed to be a long-term engagement. The idea is to establish a partnership where the service provider acts as an extension of your IT department. This ongoing relationship allows the service provider to thoroughly understand your IT infrastructure, your business processes, and your technology needs, enabling them to manage your systems effectively and efficiently.

Researched and written by Rachana Hasyagar

Reviewed and edited by Aisha West