Feb 23, 2024 | Smart Systems

What is Managed IT Services


IT Managed Services

What is a Managed Service?

A managed service can be considered the top tier solution to IT support.  It is a combination of software, staffing, skills, process and procedure to elevate the humble tech support to a predictable and reliable platform that allows your business to grow.

At the core of a Managed Service is a piece of software call a Remote Management and Monitoring platform.  There are several companies who make this software with differing functions and abilities.

Like all the products and services Computer Care offers, we performed a full market assessment of Remote Management and Monitoring software providers looking at key factors including:

  • Ease of use for our customers
  • Reliability
  • Ease of remote control for our support team
  • Integration to our ticketing platform
  • Ability to support customisations
  • Reducing overhead on our staff and customers staff

The next component in a managed service is the staff.  As a Managed Service Provider, ensuring you have the right team and that they are kept up to date with the latest skills is hugely important.  Our service desk team are on hand to help our customers during business hours with the option to cover extended hours or even 24/7 support.

The next part of the package is process and procedure.  Our ticketing system, Autotask, really helps us our here.  We have the ability to create ‘ticket types’ based on the activity that the support agent is doing.  These types then have pre-built check lists with specifics that need to be performed for that task.  We spend time setting up these checklists and ensuring that they are thoroughly tested, checked and repeatable.

What are the business benefits of using a Managed Service Provider?

Using a managed IT service provider offers numerous benefits for your business. One of the main advantages is access to a team of experts who can provide round-the-clock support and expertise. This allows businesses to focus on their core operations while leaving the IT infrastructure and support to the professionals.

The benefits of outsourcing to a third-party service provider are~;

  1. Save money by offering predictable monthly costs and eliminating the need for expensive in-house IT staff.
  2. We can provide access to the latest technology and ensure that a business’s IT systems are always up-to-date and secure.
  3. We have dedicated areas of expertise in key areas like firewalls, cloud and cybersecurity with certification.
  4. As a business, we are structured around delivering a Managed Service.
  5. The managed services model can offer proactive monitoring and maintenance, preventing potential issues before they arise and minimising downtime.
  6. We offer a service level agreement (SLA) on fix or replacement times for critical areas of the business’ IT infrastructure.

Overall, working with a managed IT service provider can lead to improved efficiency, reduced costs, and enhanced security for businesses of all sizes.

What to look for in a Managed Service Provider?

When looking for a Managed Service Provider (MSP), there are several key factors to consider.
Firstly, it’s important to assess the MSP’s experience and track record in providing managed services. Look for a provider with a proven record of improving the efficiency and reliability of their clients’ IT systems.

Consider the range of services offered by the MSP. A comprehensive MSP should be able to handle a wide array of technology services, from network security and data backup to help desk support and cloud computing solutions. It’s also essential to evaluate the MSP’s level of customer support and responsiveness.

A reliable MSP will offer 24/7 monitoring to support any issues that may arise.

Finally, consider the MSP’s approach to security and compliance. The provider should have a strong focus on protecting sensitive data and ensuring compliance with industry regulations. By carefully evaluating these factors, businesses can find an MSP that will effectively meet their IT needs and contribute to their overall success.

What Type of Managed IT Services are Covered by a Service Agreement?

Our service models for managed IT services covers a wide range of services and support. It includes 24/7 remote monitoring and management of networks, servers, and devices to ensure they are running efficiently and securely and includes regular backups, updates, and patches to prevent any potential security threats.

Additionally, it can cover help desk support for end users, including troubleshooting and resolving technical issues, if required. Our Managed IT services agreements can also include proactive maintenance and strategic planning to keep information technology infrastructure and cloud services up to date and in line with business goals.

We also offer managed security services, cybersecurity services, such as threat detection, firewalls, and data encryption to protect against potential cyber attacks.

We aim for your management services to provide comprehensive support and maintenance for your company’s technology infrastructure, ensuring it’s secure, reliable, and able to support the organisation’s operations effectively.

Our Service Agreements are called our ‘Packages’ because the are comprised of many different services bundled together.  As you would expect we offer a discount on our package bundles. which grows depending on the number of services taken.

Is there a Service Desk or Helpdesk that my Staff Can Call for Help?

Yes, if you need to offer support to your staff, we can implement a Service Desk that your staff can call for help, either off site or on site.

We offer a dedicated Service Desk to provide technical support and assistance to their staff members. The desk is manned by trained professionals who can assist with troubleshooting and resolving IT issues, answering questions, and providing guidance on using technology and software.

Your staff can call our support service help desk when they encounter problems with their computers, software applications, or other IT-related issues. Having this centralised can help streamline the process of receiving assistance and ensure that staff members receive timely and consistent support.

It also allows for the documentation and tracking of issues, which can help identify recurring problems and improve overall service quality.

Our support desk is a valuable resource for staff seeking help and support to enable them to get on with their day-to-day work.

How long has Computer Care been a service provider and what sort of clients do you have?

Computer Care was formed in 2001 to meet the needs of small but ambitious companies across multiple sectors.

We are a great team experienced in both IT problem-solving and making people happy, spending over 20 years proving to our customers that we are people you can rely on.

At Computer Care we see our staff as our number 1 asset.  Our core values are built around this philosophy, these are:

  • Honesty & Trust – empowerment through honesty and accountability.
  • Support – you will be there when we need you, help you when you need us.
  • Mutual respect – treat people how you expect to be treated.
  • Ownership – be focused on your work, own your actions and issues.

No one gets left behind at Computer Care. If you find yourself stuck and in need of friendly advice, please don’t hesitate to contact us.
We believe in working together to achieve customer success.

Our customers range from small business to large organisations, such as Crystal Palace Football Club. Our expertise in cyber security and providing human support that you can understand, means that we have a lot of experience with professional organisations, such as Accountancy and Legal businesses.

If you would like to speak to us about a tailored Managed IT Service to support your business, call us on 0203 627 4403 or use our contact form to get in touch.

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