Managed IT Services

Managed IT services are technology services provided by a third-party managed IT services provider, or “MSP.”

MSPs proactively monitor, manage, and support a client’s IT infrastructure and end users to maximize operational efficiency and productivity. This process prevents system and application downtime and helps businesses focus on their core operating strengths.

It’s common for managed IT providers to organize their service delivery into complimentary and interdependent service areas: service desk, centralized IT systems support, dedicated system administration, and oversight by a virtual Chief Information Officer or “vCIO.”

The service desk is responsible for providing network, server, and computer support

to clients and their end users. This includes unlimited phone, remote, and on-site support, depending on the terms of your agreement.

Centralized IT Systems support is responsible for keeping an information technology

environment operational, secure, and backed up 24x7x365.

A dedicated system administration team focuses on proactive maintenance of a client’s IT environment. They complete ongoing network maintenance and regular inspections to verify IT system stability, security, performance, and alignment with industry best practices.

The vCIO leads the effort providing strategic counsel on IT best practices while collaborating with their team and the client to deliver a seamless outsourced IT department experience.

The depth and delivery methods of the managed IT services vary by provider. Integris monitors, manages, supports, and secures all client IT systems and users for a fixed and predictable monthly fee. The following core features are included in every Services Level Agreement (SLA) for managed IT.  

• vCIO – Strategic direction, budgeting, planning, and consulting services with account reviews and IT roadmaps to advance your digital transformation.  
• Managed Services Concierge – Your point of contact for all account details. This trusted advisor is the quarterback between your vCIO and the service team, managing questions about IT services, invoices, and every piece of business enabling technology that supports decision making, collaboration, productivity, compliance, business continuity, security, and efficiency.  
• Client Management Tools – Professional Services Automation, Ticketing, CRM, Remote Management and Monitoring, Documentation, Communication, Notification, and Data Privacy.  
• Day-to-day support from a service pool of engineers who respond based on the priority levels P1, P2, P3, and P4. Clients have three ways to open tickets: 1 – phone, 2 – email, and 3 – website.  
• Vendor Technical Assistance – We interact directly with your other technology vendors for incident remediation, opening tickets, escalating requests, or working to resolve incidents within your IT environment. 

• We will also answer basic questions about your environment or provide access to systems the vendor has requested when approved by the client, such as allocating IP addresses for a copier, a security camera vendor or allowing network traffic for a vendor’s service. 
• This assistance covers hardware manufacturers, software development firms, cloud service providers, ISPs, telecommunication brokers, printer and copier companies, and local couriers.  

• Procurement Services – Integris sources products exclusively from authorized channels and recommends business-class solutions. We also identify configuration options, ensure proper registration, manage licensing and warranties, and guarantee that all products are genuine.  
• Network Management – Monitoring, Administration, Reporting, Domain Name, and SSL Certificate Management, Remote Incident Remediation, and On-site Incident Remediation.  

Managed IT services plans vary by provider. At Integris, our Empower plan includes: 

• Dedicated virtual Chief Information Officer (vCIO)  
• Managed Services Concierge (MSC) team  
• Service Desk to respond to reactive support requests (remotely) 
• Backup & Disaster Recovery 
• Cybersecurity Management  
• Dedicated proactive support team to constantly analyze the client environment and assist with identifying issues before they become a problem (remotely)  
• Technology monitoring and patching tools  
• New user setup as per Integris’ defined checklist/process  
• Departing user termination as per Integris’ defined checklist/process  
• New desktop/laptop computer setup (if hardware purchased from Integris as per Integris’ defined new computer setup checklist/process)  
• Technology vendor management (copier company, ISP, etc.)  
• Integris’ standard network documentation  
• Access to on-call team outside of business hours (after hours support billed on hourly basis) 

Our Empower+ plan includes: 

• Dedicated virtual Chief Information Officer (vCIO) 
• Managed Services Concierge (MSC) team  
• Service Desk to respond to reactive support requests (remotely and on-site)  
• Backup & Disaster Recovery 
• Dedicated proactive support team to constantly analyze client’s environment and assist with identifying issues before they become a problem (remotely and on-site)  
• Scheduled in advance proactive days on site  
• Technology monitoring and patching tools  
• New user setup as per Integris’ defined checklist/process  
• Departing user termination as per Integris’ defined checklist/process   
• New desktop/laptop computer setup (if hardware purchased from Integris as per Integris’ defined new computer setup checklist/process)  
• Technology vendor management (copier company, ISP, etc.)  
• Integris’ standard network documentation  
• Access to on-call team outside of business hours 

Break/fix IT is prevalent in the small business market. The model is similar to that of a plumber, electrician, or HVAC vendor. Clients pay for services “by the drink” on an as-needed basis. An IT consultant is essentially “on-call” to solve technical problems as they arise.  

Hourly IT support is a cottage industry with hundreds of proprietors, including national brands like Best Buy. 

Break/fix IT support doesn’t require any upfront financial commitments, making it cost-effective for smaller companies with basic systems and minimal reliance on technology. In some cases, monthly retainers, fees for block-time agreements, or budgeted hours apply.

It certainly has its place for certain companies, but we find that companies often outgrow break/fix as they grow or become more mature.

Managed IT services will help you solve many common business problems. By leading with IT strategy and compliance guidance, Integris fills two major gaps in the IT provider industry. This expertise helps SMBs, Midmarket, and Enterprise clients:  

• Save time, money, and increase profitability.  
• Improve team morale.  
• Reduce employee frustration and IT staff burnout.  
• Solidify defenses against data breaches, ransomware attacks, and legal exposure.  
• Lower cybersecurity and compliance risk.  
• Prevent the loss of knowledge, certification expertise, and skill sets from departing IT employees.  
• Leverage best in class tools and onshore help desk with partnership level support.  
• Refocus internal IT resources on mission-critical, strategic endeavors.  

Businesses with the following profile are a good fit for managed IT: 

• Rely on their IT infrastructure to properly support their daily business processes, staff, and clients. 
• Consider technology a business differentiator. 
• Understand the value of mature operations, which ultimately translates to predictable outcomes and improved risk management. 
• Expect high availability, efficiency, and productivity, which can only be achieved by proactive technology planning and actions. 
• Value reputation in a marketplace and understand that reputational risk, if not managed, can potentially erode public trust in the business. 

• Do not have sufficiently trained staff, expertise, or time to formally deal with proper maintenance, updates, and repairs. 
• Prefer to pay one monthly, flat fee for services for a premium level of service quality to the business. 

Some businesses aren’t great fits for fully managed IT. Companies with robust in-house IT teams may be a better fit for co-managed IT solutions. 

Other issues may arise if you don’t have an advocate or IT champion who can work with your managed IT provider. If the MSP doesn’t have a proactive client point of contact, it’s impossible for them to get traction to enact changes that benefit the organization. Their best recommendations fall on deaf ears. 

Additionally, certain managed services providers may be unprepared to address your specific industry needs. For instance, financial services firms, legal practices, CPAs, and medical practices prefer MSPs who have a track record working for similar organizations.  

Ultimately, working with a managed IT provider is a partnership. An honest IT company will let you know upfront if they’re a match. And you should do the same with them. 

There are several ways to finding reputable managed IT service providers that fits your needs. Independent review sites like Clutch conduct independent, third-party reviews with real clients (full disclosure, Integris has 4.9 stars on Clutch). You can also ask trusted business associates and partners for MSP recommendations.