What Are Managed Services?

Today, the goal of technology is to make it easier to be productive. Technology vendors strive to make it so you can easily work from anywhere on the device of your choosing.

These vendors also try to focus on security. The problem is that convenience doesn’t always lend itself to being secure. How does a business, especially small to mid-sized one, tackle the challenge of allowing work from anywhere while keeping their valuable data safe? That’s where managed services come in.

Managed Services

Managed services are when you carve out the pieces of your business’s infrastructure you don’t have the expertise to manage on your own and have them supported by another vendor. IT providers loan your business manpower and knowledge to fill in the gaps.

You hear about this any time you look for IT support. Many providers tell you they will take care of everything, and you pay a flat monthly fee. It sounds great, and in some cases, it is. Other times, the fee doesn’t align with the services promised or received.

Depending on your business’s needs, a managed service agreement could be as simple as a number to call for issues with day-to-day computer issues during business hours. A more involved agreement would include backup, disaster recovery and 24x7 helpdesk support. A managed service agreement needs to be reviewed for what it covers and, more importantly, for what it doesn’t. Those key details are part of the service level agreement (SLA).

That SLA needs to line up with your business needs. If you are a 9 to 5 business, there’s no need for 24x7 support and you shouldn’t be paying for it. Conversely, if you have managers and executives who prefer to have remote access to catch up after they put the kids to bed, after-hours support might be necessary.

Why Would You Need Managed Services?

Every company has IT needs. Some smaller companies have relied on an employee who “knows what they’re doing” when it comes to computers. Others have relied on small, one-man-band type IT support. The problem is that when trouble surfaces, that level of support might not be able to rise to the occasion. What happens when that one resource takes a vacation? How do they keep up with the needs of your business while staying up-to-date with the ever-changing IT landscape?

The simple math is when you are large enough to need specialized IT support but don’t have the resources to attract and maintain the level of IT talent required. In most cases, the amount of money spent on attaining and retaining high-level IT support is prohibitive. Leveraging the right vendor provides you access to IT support at all levels. The big bonus is that you pay for what you need only when you need it.

What Do You Get With a Managed Service Team?

The right IT firm will have a mix of highly trained individuals. They’ll have a strong knowledge of the basics of IT, and they’ll also have a combination of specialists that complement each other and the types of businesses they support.

You wouldn’t want to foot the bill for having a master mechanic perform an oil change. On the other hand, you wouldn’t want a trainee fixing your breaks. Having the right person performing the work is more efficient and you will end up with better results.

How to Pick the Right IT Group?

It’s not easy to find someone you can trust with the keys to the kingdom. First, you need to start with the provider who offers the right services for your company and industry. You can find a great deal of this information on their website.

Be sure the company has been in business long enough to show they have a solid track record. For the most part, IT coverage is the same across the board — but if, for example, you work in the medical field, the vendor you choose should have experience in that industry. Do your research before moving forward, always speak to references and spend some time kicking the tires when possible.

Need Help?

Gross Mendelsohn’s Technology Solutions Group can be your managed service provider. Contact us here or call 410.685.5512 for help.

This article was originally published in 2016 and was updated in July 2024.