Outsourced I.T. Support – Can I Keep Internal I.T.? 

When discussing managed services with organizations, a common question we encounter is what the future of their internal I.T. department will be. A lot of companies want to know – can they keep internal I.T. when moving to outsourced I.T. support?

The answer is…

It depends! 

Maybe not the answer you were hoping for, but outlined below are relevant scenarios we see every day when onboarding new customers. Several factors contribute to whether a business can or should keep their internal I.T., or whether they should let their managed services provider (MSP) handle all aspects of I.T.

When to Keep Internal I.T.

Size is a factor to consider when determining whether to keep your internal I.T. department. Managing the technology of a larger organization can be a complex undertaking, and it can be helpful to have an internal liaison for your MSP. This internal role communicates with your MSP for projects or issues that need to be resolved, so that I.T. tasks are streamlined within the larger company.

However, even if your business is not large, it may be helpful to keep an internal I.T. role, as they understand the inner workings of your company and can help fill knowledge gaps as you transition to outsourced I.T. support. They will facilitate communications between you and your MSP to ensure your I.T. needs are met, such as Quarterly Business Reviews. This can be especially useful if your organization has specialized applications with unique features and/or management.

If you choose to maintain your internal I.T. after moving to outsourced I.T. support, the most important thing to remember is communication. Your MSP and internal I.T. should have an excellent working relationship, so both parties are constantly informed on changes and can collaborate.

When to Move to Entirely Outsourced I.T. Support

While you can keep some sort of internal I.T. team when moving to an MSP, it is not necessary to do so. With managed I.T. services, your MSP becomes your I.T. department. They are equipped with the necessary expertise, tools, and more to serve all your technology needs.

Supporting an internal I.T. unit in addition to your MSP could be financially cumbersome. Managing your internal I.T. team (or manager) means their covering salaries, benefits, certifications, and other expenses, in conjunction with the costs for your MSP. A solid MSP will have several engineers with multiple certifications, which could negate the need for internal I.T. staff, and any additional costs that come with them.

Transitioning away from an internal I.T. team does not mean removal of on-site support. In the agreement with your MSP, you can outline a cadence for on-site visits from your MSP’s engineers. On-site service can be as frequent as daily, (i.e., an engineer from your MSP is on-site full time) or more dispersed and on a monthly basis.

In Conclusion

The scenarios above can be used to help guide decisions around whether to keep an internal I.T. staff when transitioning to outsourced I.T. support. Discuss your I.T. needs and interests with your potential new managed services provider, to build a strategic partnership that fits your business.


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