Businesses today rely heavily on technology to leverage AI, enhance productivity, streamline operations, and gain a competitive edge. However, leveraging technology to stay ahead of the curve isn’t straightforward.
That’s where outsourced IT support comes in. Research suggests that IT outsourcing is forecasted to command a market volume of $588.38 billion this year. By 2030, that number is expected to grow to $1.83 trillion.
This comprehensive guide to outsourced IT services will explore the importance of outsourced IT and how it helps companies meet their present and future demands while achieving significant cost savings.
What is Outsourced IT Support?
Outsourced IT support describes the practice of partnering with third-party IT service providers to manage and deliver IT services. This includes help desk support, technical support, cybersecurity, and IT infrastructure management. This approach helps take some of the pressure off in-house IT teams.
Small and medium-sized businesses and enterprises use outsourced IT services to access the latest technologies, specialized expertise, and ensure reliability and scalability. For example, help desk services for troubleshooting IT issues, managed IT services for IT operations, IT lifecycle management, and robust cybersecurity and data protection to defend against cyberattacks.
When organizations partner with a Managed Service provider (MSP), they can quickly streamline day-to-day tasks, reduce downtime, and focus on core business goals. They also benefit from predictable pricing models, such as fixed monthly fees, and fast response times outlined in a service level agreement (SLA).
Types of Outsourced IT Support Services
In the 1980s, when businesses began outsourcing day-to-day tasks like data center management to reduce IT costs, they depended heavily on in-house IT teams for strategic functions.
By the 2000s, MSPs emerged and leveraged the internet and early cloud solutions to offer remote IT services like help desk support and network monitoring, providing cost-effective solutions for small businesses. The 2010s brought automation and cloud platforms, transforming IT infrastructure management with scalability and robust cybersecurity.
Today, MSPs play a central role in modern IT management, using ticketing systems and automation to deliver 24/7 support services, minimize downtime, and ensure data protection and compliance, aligning with business demands through clear SLAs.
Various types of outsourced IT services cater to different business models and industry verticals. The most common outsourced IT support services include:
- Cloud computing and management
- Cybersecurity services, including malware and ransomware protection
- Data backup and disaster recovery to reduce potential downtime
- Help desk and technical support for day-to-day IT issues
- IT consulting to align with business needs.
- IT infrastructure management
- Software development and workflow automation
What Are The Benefits of Outsourced IT Support?
The primary benefit of outsourcing your IT needs is that you can focus on growing your business rather than putting out fires. Other benefits to outsourcing IT support include:
Access to the Latest Technologies
When businesses partner with an IT service provider, they can gain immediate access to the latest tools and technologies without incurring significant costs. This is because they can connect to their partner’s IT infrastructure and use these technologies at a fraction of the cost.
Access to Expertise
Outsourced IT support provides immediate access to industry experts who will help fortify IT infrastructure, optimize workflows, and streamline operations. For example, you can engage cybersecurity, cloud, and IT infrastructure experts on demand without having to build a team on-site. This approach enables access to much-needed skills and expertise while side-stepping recruitment, benefits, and other HR related costs.
Increased Focus on Core Business Initiatives
When in-house IT teams aren’t busy managing mundane tasks or troubleshooting issues, they are free to focus on core business initiatives. For example, while the outsourced help desk handles troubleshooting and reactive management, internal IT teams can focus on growing the business’s bottom line.
Enhanced Security and Compliance
In an ever-expanding threat landscape, businesses can use all the help they can get to stay protected and compliant. Partnering with an MSP or outsourcing provider can help organizations defend against cyberattacks and ensure the protection of their data. It will also be easier to ensure compliance with strict regulations, including the Health Insurance Portability and Accountability Act (HIPAA) and the California Consumer Privacy Act (CCPA).
Scalability and Flexibility
An IT support services partner can help enterprises scale up or down based on present needs. Companies can also adjust IT support services based on business demands. For example, businesses can engage technical support for project-based or seasonal demands.
24/7 Help Desk Support and Uptime
Outsourced help desk services keep businesses running around the clock. Whenever organizations have access to 24/7 help desk services, they can minimize downtime and improve overall efficiency. In this scenario, fast response times and issue resolution are key to ensuring business continuity.
Cost Efficiency
Outsourced IT services offer significant cost savings. This is because businesses gain access to experts and IT departments without hiring them, and the latest technologies without the capital investment required for IT infrastructure. Predictable pricing models, such as monthly fees, keep budgets in check.
|
Factor |
Outsourced IT Support |
In-House IT Team |
|
Pricing Model |
Predictable monthly fees, subscription-based IT support services. |
Fixed and variable costs: Salaries, benefits, and IT infrastructure capital investments. |
|
Key Expenses |
Service provider fees for help desk services, cybersecurity, technical support, and IT management. No hardware/software capital costs. |
Salaries, training, and on-site IT infrastructure (servers, software licenses). Ongoing IT staff training costs. |
|
Hidden Costs |
Potential transition costs when switching MSPs. |
Recruitment and turnover costs for IT staff. Potential downtime due to limited response times. |
|
Scalability |
High scalability: Easily adjust IT services with MSPs to meet business needs. |
Limited scalability: Requires hiring and training additional IT staff for growth. |
|
Cost Savings |
Lower IT costs via automation and no infrastructure investment. |
Higher IT costs with ongoing maintenance and training expenses. |
|
Expertise Access |
Access to MSP competencies (e.g., Microsoft certifications, cybersecurity expertise) without training costs. |
Requires investment in IT staff training to maintain competencies and address technical issues. |
|
Downtime & Response |
24/7 help desk services with fast response times per SLAs, minimizing downtime. |
Response times depend on team size, and there is a potential for downtime if the team is understaffed or lacks expertise. |
|
Data Protection |
Service providers implement robust security measures and data protection protocols to safeguard against cyberattacks. |
Data protection is managed internally, requiring investment in cybersecurity tools and expertise. |
|
Focus on Core Business |
Frees resources for core business initiatives by outsourcing troubleshooting and IT operations. |
Time-consuming IT management may divert focus from core business goals. |
Challenges and Risks of Outsourced IT Support
Partnering with an MSP can also present some risks and challenges that businesses must address before making a commitment.
Some potential challenges include:
- Misaligned expectations
- Communication challenges (especially if an offshore IT team provides support)
- Costs of transitioning between service providers
- Challenges switching MSPs due to proprietary systems or contracts
Choosing the Right Outsourced IT Support Provider
Before partnering with an outsourced IT services provider, businesses must first have a solid understanding of their present and future needs. What does the IT team on-site need help with? Whether it’s help desk support, cybersecurity, or cloud services, it’s crucial to align outsourced IT support with core business goals and budget constraints.
Key Criteria for Selecting an Outsourced IT Support Provider
Before partnering with an outsourced IT services provider, you must consider various factors, including location. If speed is critical, then the data center must be located in the same country (ideally, within the same state). The same applies if you need US-based help desk support.
It’s also important to do your due diligence. Research the reputation of IT companies through reviews, case studies, and contact their current and past customers before signing a contract. Verifying a service provider’s track record and security measures will give you an idea of what you can expect from the partnership.
The IT team’s certifications and competencies are also necessary based on your individual business needs and available infrastructure. For example, if they are ISO 27001 certified, it demonstrates that the IT services provider has established, implemented, maintained, and continuously improved an Information Security Management System (ISMS) that meets the requirements of the ISO 27001 standard.
If you plan to grow your business over the coming years, ensure that your partner can provide seamless scalability and flexibility to support your growth. As SLAs play a critical role in this relationship, it’s vital to have clear response times and support services guarantees.
Questions to ask potential providers:
- What are your response times for IT issues?
- How do you ensure data protection and cybersecurity?
- What are your pricing models and SLA terms?
- Can you provide case studies from similar businesses or industries?
When evaluating different options and proposals, comparing outsourced IT support offerings, pricing, and SLAs, keep an eye out for red flags. For example, if the SLA is vague or the company is making unrealistic promises, that’s a red flag.
Key Steps After Choosing an Outsourced IT Support Provider
Once you have selected an outsourced IT services partner, it’s time to plan for a smooth transition.
Implementation and Onboarding
Implementation and onboarding require organization and careful planning. By working closely with an outsourced IT support partner, enterprises can ensure a smooth transition while ensuring business continuity.
Planning the Transition
Develop a comprehensive roadmap for adopting outsourced IT support. Assign roles and responsibilities before and after the transition to outsourced IT support.
Data Migration and Integration
Create an inventory of company data based on sensitivity to enable secure data transfer. Integrate outsourced IT services with existing systems based on priority to avert potential downtime.
Set Up Communication Channels
Establish communication channels early and utilize a ticketing system for adequate customer support. By establishing workflows with the support team, companies can go a long way to ensuring employee and customer satisfaction.
Training and Change Management
Conduct staff training workshops to help employees become familiar with using the outsourced help desk and tech support. As change often comes with some resistance, plan ahead and manage it efficiently.
Testing and Validation
Before making a complete switch to outsourced IT support and help desk services, engage in testing by running pilot programs. This approach will provide opportunities to validate response times and customer satisfaction against SLAs.
Top 5 Best Practices for Successful IT Outsourcing
To outsource some IT processes and to ensure that it goes smoothly, follow these best practices:
Clear Communication and Expectations
Set realistic goals for outsourced IT support and help desk services to ensure effective management. Regularly document SLAs and pricing agreements.
Build a Strong Partnership
Outsourcing IT support requires close collaboration with IT service providers. This makes it important to foster trust with the support team and take an active approach to nurturing this relationship.
Leverage Technology
Use automation whenever possible to streamline workflows and IT operations. Your IT services partner can evaluate current processes and make recommendations.
Conduct Performance Reviews
Conduct regular performance reviews to ensure everything is going according to plan. This approach will enable organizations to identify areas for improvement and opportunities to reduce costs. Gathering feedback from IT staff and end-users is important to maximizing the benefits of this partnership.
Stay Proactive
In the current technology and threat landscape, it’s critical to anticipate IT needs and address potential vulnerabilities. It’s the only way to ensure security while staying competitive. As the business grows and scales, collaborate with the MSP on strategic initiatives.
Conclusion
Outsourced IT services play an important role in modern business. Whether it’s an SMB or a multinational corporation, outsourced IT services provide benefits for all types of companies.
Outsourcing IT processes to an established MSP enables immediate access to the latest technologies, experts, and flexibility, cost-effectively. By following this comprehensive guide to outsourced IT support, businesses can achieve the best outcomes at a cost-effective rate.
