There has been a long-running debate regarding the relative benefits of in-house IT vs. managed services for user support. While there continue to be pros and cons on both sides, the growth of remote work and changes in the way IT services are delivered have put more “pros” in the managed services column. Organizations with in-house IT staff can benefit from partnering with an MSP in a co-managed IT arrangement.
Studies have shown that more than half of in-house IT staff are dedicated to support roles. There are two primary reasons. First, business leaders assume that you need internal support staff who understand how the IT environment is structured and how employees use IT resources to meet specific business requirements. Second, there is a belief that users would prefer to establish relationships with IT support staff and work with individuals who are familiar with their support needs.
Those are good and valid arguments, but the realities of today’s workplace challenge the underlying assumptions.
The cloud and other third-party services. Organizations are less and less reliant on homegrown software and internally managed applications. In many small to midsize businesses (SMBs), employees primarily use cloud-based applications and services to get the job done. To the extent that these services are tailored to the business, IT personnel must work with the third-party provider to implement changes and troubleshoot problems. A qualified MSP such as SSD Technology Partners can take over these tasks efficiently.
Bring-Your-Own-Device models. The cloud has enabled employees to work virtually anywhere using the endpoint devices of their choice. While most organizations still manage a fleet of company-owned PCs and laptops, users are just as likely to rely on their personal devices for day-to-day IT tasks. Because in-house IT has less control over the end-user environment, it makes sense to outsource to an MSP with the resources and skill sets to support a wide array of endpoints.
The prevalence of remote IT support. Even before the COVID-19 pandemic, IT support was increasingly delivered remotely to branch locations, satellite offices and mobile users. Today, work-from-home strategies have made remote support the norm. Employees have become accustomed to virtual support models, and are more interested in getting their problem resolved quickly than in who’s on the other end of the call. The right MSP will deliver SLA-driven remote support that enhances the user experience.
This is not to imply that there is no longer a need for in-house IT staff. Some applications and services will need to remain on-premises, and organizations can benefit from an IT team that works with business leaders to identify and implement technologies that can drive the business forward. Outsourcing support to an MSP can allow in-house staff to focus their efforts and better use their skills.
The best approach is to sit down with the MSP to discuss business and IT challenges and identify areas where the MSP can add value. The MSP can then tailor a solution that best meets your business needs and objectives.
Historically, organizations with IT staff have operated under the assumption that in-house support was preferable to outsourcing to an MSP. Today, however, cloud computing, BYOD and remote support models have tipped the scales in favor of managed services. The experts at SSD would be happy to discuss how we can provide your users with responsive support while you focus on strategic initiatives.