What Are Managed IT Services? A Guide to Managed IT Services for Businesses

Managed IT Services is a model in which an organization transfers ongoing responsibility for managing, supporting, maintaining, securing and improving its IT environment to an external professional provider. Instead of juggling multiple vendors or relying on a single IT person, the organization can get an outsourced IT department that includes a Help Desk, system administrators, Microsoft 365 and Azure experts, networking, Cyber Security, Tier 3, project management and IT management.

The goal of Managed IT Services is not just to fix problems.

The goal is to take responsibility for the organization's technology environment, keep it available and secure, and build a plan that enables it to support business growth.

In Short: What Are Managed IT Services?

Managed IT Services is an ongoing service for managing an organization's IT systems according to a defined scope of service, an SLA, and management and control processes.

In a full model, the Managed Services provider effectively acts as the organization's technology arm.

The service can include:

• Help Desk and user support
• System Administration
• Microsoft 365 management
• Azure and Cloud services
• Network Infrastructure
• Cyber Security
• Backup & Disaster Recovery
• Business Continuity
• Tier 3 as a Service
• Professional IT Services
• Vendor and license management
• Project management
• KPIs and performance measurement
• SLA
• Roadmap and annual work plan

That is why Managed IT Services is not just outsourcing technical support.

When the service is managed properly, it means ongoing responsibility for the organization's IT environment.

How Do Managed IT Services Work in Practice?

The model usually starts with mapping the existing IT environment.

The mapping can cover workstations, users, servers, Microsoft 365, Azure, cloud systems, networks, Firewalls, backups, permissions, information security systems and external vendors.

Next, workflows and responsibilities are defined.

For example:

Help Desk handles user requests.

System manages infrastructure and systems.

Networking is responsible for the network environment.

Cyber Security handles protection and risk.

Tier 3 Experts provide expertise for complex issues and projects.

The account manager or IT manager is responsible for the overall plan, KPIs, SLA, Roadmap, projects and execution tracking.

The desired outcome is that the organization's management does not need to manage every technician, system or vendor separately.

There is one entity that coordinates the work and takes responsibility.

What Do Managed IT Services Include?

Help Desk and User Support

For employees, the Help Desk is usually the main point of contact with the IT department.

The service covers computer issues, Microsoft 365, software, permissions, printers, VPN, access to systems and other services.

But the Help Desk is only one layer of Managed IT Services.

An organization also needs the professionals who manage the infrastructure behind the user.

System Administration

Systems and infrastructure management includes, among other things, servers, operating systems, Active Directory or Entra ID, endpoints, permissions, policies, updates, monitoring and enterprise infrastructure.

The goal is not only to keep systems running today, but also to identify outdated systems, points of failure and future needs.

Microsoft 365

For many organizations, Microsoft 365 has become a central part of the IT infrastructure.

Professional management may include Exchange Online, Teams, SharePoint, OneDrive, Entra ID, permissions, licensing, policies and security.

Azure and Cloud

Managed IT Services can also include management of the Azure environment and Cloud infrastructure.

This can include virtual servers, Networking, Storage, permissions, monitoring, backup, optimization and cost management.

Network Infrastructure

The corporate network is the infrastructure that users, servers, cloud services and business systems all rely on.

Network management can include:

• Firewalls
• Switches
• Wi-Fi
• VPN
• VLANs
• Communication lines
• Monitoring
• Infrastructure planning and upgrades

Cyber Security

IT and information security should not operate as two separate worlds.

Modern IT management must take into account endpoint security, identities, permissions, email, Cloud, backups, updates and monitoring.

That is why many organizations today look for a provider that combines Managed IT Services and Cyber Security under a single management framework.

Backup, Disaster Recovery and Business Continuity

Backup is not just a question of whether a Backup exists.

You need to understand:

Can the data be restored?

How long will the restore take?

Which systems are critical to the business?

What will happen in the event of a major failure or a cyber incident?

A professional IT plan should also address Disaster Recovery and Business Continuity.

Tier 3 as a Service

Not every issue can be resolved at the Help Desk level.

Organizations sometimes need Tier 3 experts in areas such as Microsoft, Azure, Networking, Security and complex infrastructure.

Tier 3 as a Service provides access to senior experts without the need to keep every specialization in-house.

Managed IT Services vs. an In-House IT Person

An in-house IT person can be a significant asset to an organization.

The problem starts when one person is expected to be an expert in every area of technology.

Managed IT Services does not necessarily have to replace your existing IT person.

In some organizations, the right model is Co-Managed IT, in which an external team reinforces the existing IT manager or IT team and provides expertise, manpower and Tier 3.