When discussing managed services with organizations, a common question we encounter is what the future of their internal IT department will be. A lot of companies want to know – can they keep internal IT when moving to outsourced IT 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 its internal IT, or whether it should let its managed services provider (MSP) handle all aspects of IT.
When to Keep Internal IT
Size is a factor to consider when determining whether to keep your internal IT 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 IT tasks are streamlined within the larger company.
However, even if your business is not large, it may be helpful to keep an internal IT role, as they understand the inner workings of your company and can help fill knowledge gaps as you transition to outsourced IT support. They will facilitate communications between you and your MSP to ensure your IT 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 IT after moving to outsourced IT support, the most important thing to remember is communication. Your MSP and internal IT should have an excellent working relationship, so both parties are constantly informed of changes and can collaborate.
When to Move to Entirely Outsourced IT Support
While you can keep some sort of internal IT team when moving to an MSP, it is not necessary to do so. With managed IT services, your MSP becomes your IT department. They are equipped with the necessary expertise, tools, and more to serve all your technology needs.
Supporting an internal IT unit in addition to your MSP could be financially cumbersome. Managing your internal IT 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 IT staff and any additional costs that come with them.
Transitioning away from an internal IT team does not mean the 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 IT staff when transitioning to outsourced IT support. Discuss your IT needs and interests with your potential new managed services provider, to build a strategic partnership that fits your business.
