• What is Fully Managed IT Support | Probrand

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Fully Managed IT Support is an outsourced model for delivering, monitoring, and maintaining a tailored package of IT resources. Fully Managed IT Support operates as a complete business IT solution, and could include designing a client specific IT architecture, supplying all relevant hardware and software, and providing ongoing 24/7 support and updates as required.

What Types of Support are Included in Fully Managed IT Support?

Fully Managed IT Support offers a complete outsourced IT solution that is designed and delivered relevant to the bespoke requirements of the client. This means that different levels of IT resources (in terms of hardware, software, on-site support, and remote support) may become advisable in line with business progression - i.e. meeting increased output expectations.

Typical types of IT support available with Fully Managed IT Support include:

  • Cloud Data Storage 
  • Data Backup and Disaster Recovery 
  • Human Resources / Payroll Software & Services
  • Network Management, Network Monitoring & Security
  • Desktop & Communications: Email, Telephone, VoIP Services, Videoconferencing 

The service provider will assess the relevant level of required IT support and determine the most suitable timeframes for the rollout of any physical IT infrastructure (normally performed out office hours to reduce the impact of any potential disruption to business operations). The newly rolled out IT solution will be monitored and adapted as required as part of the fixed-fee service. 

Fully Managed IT Support vs. Traditional ‘Break & Fix’

The main difference between managed support and traditional support lies in the difference between a proactive and a reactive approach to applying fixes:

Managed IT Support - Proactive Approach

Under the proactive support model, the client stands to benefit from intelligent use of behind the scenes IT resources that constantly monitor network performance and scan for potential vulnerability issues. This dedicated type of managed IT support aims to minimise (or prevent) the negative effects of IT related issues on business productivity.

Traditional IT Support - Reactive Approach

Under the traditional model for It support, clients can expect to receive expert advice and guidance from a dedicated team of professional IT support staff upon reporting an issue. This slower reactive service does not make any provision for monitoring network performance or scanning for vulnerabilities, meaning fixes are applied after the event. 

What are the Benefits of Fully Managed IT Support?

Fully Managed IT Support provides 24/7 cost effective access to flexible IT resources. Benefits to the client may vary in significance depending on the extent of the IT solution required to achieve business stability, firewall protection, business growth, and ongoing business continuity (e.g. any advisable data backup service or disaster recovery plan).

Typical benefits of Fully Managed IT Support include:

  • Lowered Operating Costs - Fully Managed IT Support results in a lower operating cost in terms of a reduced requirement for on-site staff, reduced training costs, reduced requirement for maintaining a complex physical IT infrastructure, and reduced space in which to house IT staff.  
  • 24/7 Access to Expert Support - In the event of a catastrophic IT event, the likelihood that any on-site IT staff will possess the granular knowledge and skills required to apply a definitive fix within an acceptable time frame is minimal. Fully Managed IT Support provides 24/7 access to expert IT staff.
  • Automatic Updates, Patches, Fixes - Automatic updates, patches, fixes, and compliance requirements need trained staff to provide ongoing monitoring and maintenance of all related hardware and software elements. These services are included within Fully Managed IT Support. 

Ultimately, the overriding benefit of Fully Managed IT Support is the removal of daily IT considerations and maintenance concerns (e.g. safe and regulatory compliant storage of client details). This allows the client to dedicate all in-house resources towards achieving core business objectives.  

How is Fully Managed IT Support Delivered?

Upon choosing to migrate from an in-house IT solution to a fully managed IT support package, the client and service provider will agree the terms of the service in a Service Level Agreement (SLA). The SLA will cover all aspects of the IT resources required (specific to the client’s needs), including the expected time frames for the delivery of services (e.g. cloud backup). 

In the event of a situation covered by the terms of the SLA, such as server failure or an identified unauthorised attempt to gain network access, the service vendor will typically raise a help desk ticket, which is passed on to the relevant IT teams in accordance with the agreed service time frames. A fix is typically applied remotely, before the client is aware of the issue.

Weekly/monthly reports are made available to the client, highlighting all recent fixes and procedures. This snapshot of data is useful to the client in deciding whether to extend or reduce the services under the SLA, and in deciding whether to extend a contract (depending on the managed services provider, contracts are typically available in blocks of one month, three months, six months, and 12 months). 

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