Deep Dive into Co-Managed IT Services
Comprehensive IT management is rarely a one-man job.
Managing the complexity of IT networks, system requirements, industry regulations, cloud computing, cybersecurity, VOIP, application updates, software licenses, hardware replacements, and more, is a lot to expect from one employee. Co-Managed services is an IT model that blends the convenience and strategic framework of an internal IT manager with the support and comprehensive knowledge of a managed-service provider.
Outsourcing has become the strategic go-to for small businesses who want to focus their efforts on business growth, rather than the rigors of daily IT support. The growing importance, complexity and scope of IT, as a whole, has driven many companies to move towards an IT partnership, or Co-Managed IT.
Two Most Common Co-managing Scenarios Offered By IT Managed Service Providers
Model #1: Outsource Helpdesk, Insource Escalation Resources
In this scenario, a business partners with an MSP to provide everyday tech support while keeping escalation in-house. This allows your tech support experts to focus on resolving the toughest issues while your co-manage partner takes on the mundane helpdesk calls. This is a particularly effective model for companies that are spread out across multiple locations and time zones.
One of the greatest advantages of co-managed helpdesk services is standardization of service across all of your company’s locations. Your business also gains the ability to reliably provide support services outside of normal business hours. When you have a professional, co-managed helpdesk strategy in place, you eliminate the need for one or more IT personnel working the graveyard shift waiting for someone to call.
Model #2: Outsource Infrastructure Management, Insource Tier 1 Helpdesk
This option is a great fit for a business that:
- Have over half of its employees at one location
- A handful of remote workers or offices that connect into HQ resources
- Remote work schedule that’s aligned with HQ time zone
In this model, your business outsources all of its IT infrastructure management while keeping first-line technical support in-house. You may have an IT staff that lacks the time and advanced skills necessary to provide advanced infrastructure support or the resources to plan and manage projects. Your business may also lack dedicated security resources to protect IT infrastructure and digital assets.
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