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Moving Beyond Break/Fix Support with Managed Services

For decades, most companies acquired technology support through straightforward fee-for-service arrangements. When problems with computers, printers, servers or network connections arose, they called on IT professionals to come out and fix the issues and then paid the bill once the work was completed.

In an era when the speed of business is measured in milliseconds, this reactive “break/fix” approach is no longer adequate. Waiting until problems arise before seeking assistance results in lost productivity, missed opportunities and other negative bottom-line impacts.

That’s why more organizations are making the transition to the managed services model for their critical IT support requirements. In a managed services arrangement, companies obtain a range of monthly IT support services on a subscription basis. Ongoing monitoring and maintenance help ensure that many potential issues are resolved before they turn into business-interrupting outages.

Beyond Cost Benefits

Additionally, subscription pricing contributes to budget flexibility by minimizing unplanned capital expenditures (CapEx) and converting IT support into a predictable operating expense (OpEx). Having all costs combined under a single contract with one monthly payment allows companies to improve cash flow, preserve capital and keep costs manageable.

Deloitte analysts say managed services can cut IT costs by 40 percent, but cost reduction is no longer considered the chief benefit of the model. Instead, organizations are seeking a strategic partner that can help them optimize their technology stack, reduce downtime, enhance security and improve productivity.

Nearly half of U.S. small and midsized businesses (SMBs) surveyed by TechAisle reported that monthly IT support from a qualified managed services provider (MSP) contributes to business growth through faster resolution of IT issues. Additionally, survey respondents said that working with an MSP has allowed them to increase revenue by optimizing system availability and performance, enhancing productivity and enabling staff to focus on core competencies.

Filling the Skills Gap

This is because MSPs provide easy access to skills and expertise that would otherwise be out of reach for many companies due to budget constraints and skills shortages. Recent surveys show that three-quarters of business leaders say they lack the in-house IT talent required to meet operational demands. However, leading MSPs typically have a deep bench of IT professionals and access to best-in-class tools and processes.

MSPs deliver a broad range of services that can be ramped up or scaled down as needed to meet customer requirements. In addition to handling basic IT functions such as maintenance, updates, security patching, network assessments and more, most providers also offer remote monitoring and management services to help companies detect network outages or security events.

Providers can also accommodate companies looking to offload more specialized services such as network design, cybersecurity, backup and more. Many offer the option for Level 3 engineering support for advanced disciplines such as core routing and switching and cloud migrations.

In addition to day-to-day management requirements, leading MSPs can help companies take on large-scale application and infrastructure modernization projects. They can also guide the implementation of advanced solutions.

The Right Choice

Finding the right partner is the key to a successful managed services arrangement. While price is always an important consideration, it’s critical to find an MSP that understands your business requirements and has the technical expertise to help you reach your objectives. Look for one who will take the time to learn about your business and offer a customized plan rather than a one-size-fits-all solution.

We’d welcome the opportunity to visit with you, assess your current systems and discuss your immediate and long-term objectives. Contact us at 803-454-6255 or click here to learn more about our monthly IT service offerings.

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