Strategic Alliances: Unleashing Efficiency Through In-House IT and MSP Integration
By: Pawel Pikul
For small and mid-size business (SMB) owners, the complex landscape of IT management can present a significant challenge. Balancing the capabilities of your in-house IT team with the extensive resources of a Managed Service Provider (MSP) can transform your business’s efficiency and scalability. This integration, often referred to as co-managed IT, is not just a support mechanism; it’s a strategic enhancement of your existing capabilities.
Why Consider an MSP When You Already Have In-House IT?
Many businesses find that while they have competent IT staff, the breadth of expertise required to manage every aspect of modern technology can be overwhelming. MSPs can augment your existing team, providing support and specialized knowledge that might be too costly or impractical to develop in-house. This partnership allows your IT staff to focus on strategic growth while the MSP handles complex, time-consuming tasks.
For example, consider the operational setup of a logistics and transportation client with a nationwide presence but only a handful of IT staff, including a Chief Information Officer (CIO). Facing the challenge of managing IT needs across 20 different sites, they embraced a co-managed IT model with Vertilocity to handle all first-response and initial support requests, while their in-house team focused on higher-level IT management and strategic initiatives. This co-managed approach has allowed them to cover vast geographical areas without the necessity of staffing each location with IT personnel, which would have been prohibitively expensive and inefficient.
Our MSP team has provided not only day-to-day operational support but also took charge of overseeing and executing IT projects across all sites. This included everything from routine maintenance to complex system upgrades, leveraging our extensive resources and specialized expertise. Through this strategic partnership, the client significantly streamlined their IT expenditure by leveraging our scalable services and state-of-the-art tools, which enabled them to expand operational capacity and enhance responsiveness across multiple locations without the high costs of expanding their in-house team or investing in new technology. Furthermore, by introducing a fixed monthly pricing model, we ensured that costs were not only reduced but also predictable, allowing for easier and more effective budget management.
The Competitive Edge of MSPs
MSPs provide businesses with access to advanced tools that can be prohibitively expensive to acquire on their own. A key example of such tools includes Remote Monitoring and Management (RMM) systems like Connectwise , Kaseya, and Datto. These systems offer comprehensive oversight capabilities, from automated patch management to real-time monitoring of your IT infrastructure. By partnering with an MSP, your business gains access to these sophisticated technologies, enhancing the capabilities of your IT department. This integration allows your in-house team to focus on strategic initiatives that propel business growth and innovation, rather than getting bogged down by routine IT management tasks.
Moreover, MSPs bring a distinct advantage due to their extensive experience across various industries. They encounter a wide range of IT issues on a regular basis, which equips them with the knowledge and experience to quickly identify and address problems that may not yet be apparent in your specific environment. This preemptive problem-solving approach ensures that potential issues can be mitigated before they escalate, keeping your systems running smoothly and reducing downtime. By tapping into the extensive experience of an MSP, your business can adopt proven best practices and valuable insights drawn from a wide range of industries, thereby elevating your IT operations and strengthening your security posture.
In today’s market, finding and retaining skilled IT personnel is a significant challenge; the 2024 Global Talent Shortage report from ManpowerGroup indicates that 76% of IT employers struggle to find the necessary talent. This shortfall can severely impact a company, especially if a key IT professional departs for another company. The challenge is particularly daunting for organizations that do not specialize in IT—hiring outside one’s core expertise is difficult enough without the added pressures of a labor shortage, making the task seem nearly impossible at times. By partnering with an MSP, which provides a team of experts available around the clock, businesses can mitigate the risk of being understaffed. This strategic support ensures uninterrupted IT operations and maintains a competitive edge in a fast-paced environment.
Tailoring Solutions to Business Needs
The beauty of co-managed IT lies in its flexibility, which allows businesses to tailor services and to budget according to their specific requirements. For example, some companies may choose to have MSPs handle only basic, level-one support tasks such as resetting passwords or troubleshooting user access issues. This frees up the in-house IT team to concentrate on more complex and strategically significant projects that directly contribute to business growth and technological advancement. This model proves especially effective in optimizing the productivity of the IT staff and ensuring that critical internal resources are allocated to high-impact areas.
Other businesses might engage MSPs for more advanced services, such as managing network security, ensuring compliance with industry standards, and overseeing other critical IT functions including backup management and malware protection. This approach allows the internal IT team to maintain focus on day-to-day support and operations, while the MSP brings specialized expertise to areas that require deeper technical knowledge or more dedicated monitoring. For instance, in managing backups, MSPs ensure that data is not only secured but also readily recoverable in case of a disaster, which is crucial for business continuity. Additionally, effective malware protection strategies implemented by MSPs can safeguard against security breaches that could otherwise cripple business operations. This division of labor not only enhances overall security and compliance posture but also increases the operational efficiency of the IT department. For more detailed insights on how effective management of malware and backups can protect and streamline your business operations, read Vertilocity’s case study of SAM, Inc.
This flexible co-management strategy can be adapted over time to meet evolving business needs. For example, as a company grows and its IT demands become more complex, the partnership can be adjusted to include additional services from the MSP, such as disaster recovery planning and implementation or the introduction of new technologies. This scalability ensures that the IT infrastructure grows in alignment with the company, supported by a professional team that understands the nuances of the business’s operations and goals. Such a dynamic and responsive approach to IT management not only supports sustained business growth but also builds a strong foundation for future innovation and expansion.
For IVF Michigan & Ohio Fertility Center , scalability was key as they expanded into three new locations while simultaneously addressing a significant network virus and a substantial backlog of unresolved IT issues. Vertilocity allowed them to offload routine IT tasks, empowering the new CTO to concentrate on strategic, high-level security and IT planning vital for their growth. We began by eradicating the network virus and bolstering their cybersecurity infrastructure. To ensure continuous operation and immediate issue resolution, we stationed an on-site IT expert focused solely on routine tasks and ticket clearance. This approach not only alleviated the CTO’s daily operational burden but also facilitated focused strategic planning. Throughout this period, we maintained rigorous documentation to prevent any miscommunication—every action and solution was meticulously recorded. This comprehensive strategy ensured that the expansion was managed smoothly, maintaining an efficient, well-documented, and scalable IT framework across all sites, including the new locations.
In the manufacturing sector, Vertilocity has a client with a small in-house IT team that relies heavily on our services for backend IT management. Our responsibilities include comprehensive monitoring and management of their IT infrastructure. This collaboration allows their internal staff to concentrate on resolving immediate operational issues as they arise, while we ensure that the broader IT environment remains robust and responsive. This strategic division of labor not only minimizes downtime but also boosts overall productivity, allowing the client to maintain a focus on core manufacturing processes.
When businesses leverage MSPs, they enable their in-house IT teams to focus on strategic growth initiatives rather than getting mired in routine maintenance and troubleshooting. This shift is particularly beneficial for companies utilizing cloud-based tools, which require regular updates and proactive management. An MSP’s involvement ensures that these critical but time-consuming tasks are managed efficiently, allowing internal IT staff to direct their expertise toward areas that directly impact business growth and operational efficiency.
Establishing Effective Communication
Effective communication is fundamental to the success of any co-managed IT arrangement. Implementing an integrated ticketing system is one of the key strategies to streamline interactions between the MSP and the in-house IT team. This system ensures that all requests, whether they are handled by the MSP or by internal staff, are managed promptly and efficiently. Such a system simplifies the process for all parties involved and maintains a clear record of all IT activities. This transparency is invaluable as it allows for easier tracking of issues, facilitates the addressing of recurring problems, and aids in the refinement of IT strategies over time.
Regular meetings between the in-house IT team and the MSP are also crucial for maintaining effective communication. These meetings provide a forum to discuss ongoing needs, adjust strategies as necessary, and ensure that both teams are aligned with the company’s objectives. They serve as a vital link that can help preempt potential issues by providing both sides with the opportunity to address concerns in a timely manner. Moreover, these discussions can lead to proactive service adjustments that better meet the evolving needs of the business.
Service Level Agreements (SLAs) play a critical role in defining the expectations and responsibilities of each party in a co-managed IT environment. Clear SLAs ensure that both the MSP and the in-house IT team understand their specific roles and the standards to which they are held. This clarity is essential for mitigating misunderstandings and setting measurable benchmarks for service delivery. Furthermore, SLAs can include provisions for regular performance reviews, which help keep the service quality in check and ensure that the IT support provided continues to meet the strategic needs of the business.
Additionally, leveraging technology to facilitate communication can greatly enhance the efficacy of a co-managed IT setup. For instance, using collaborative tools that allow real-time updates and shared access to documentation ensures that both teams can work seamlessly, regardless of physical location. This kind of technology integration can significantly boost the responsiveness and agility of the IT support structure.
The Strategic Advantage of Co-Managed IT
By adopting a co-managed IT model, your business benefits from the combined strengths of both your internal team and the MSP, ensuring a holistic approach to IT management that fosters sustained growth and success. This setup is particularly advantageous for keeping pace with emerging tech trends like AI and tools such as Microsoft’s Copilot as well as cybersecurity threats. Learn more about Copilot from my colleague Pawel Pikul in “Beyond The Basics Of Microsoft Copilot.” MSPs bring a broad perspective, often drawing on experiences across industries to swiftly implement new technologies and security protocols.
Integrating MSPs with your in-house IT isn’t just about outsourcing IT tasks; it’s about forging a strategic partnership that boosts your operational efficiency and prepares your business for future challenges and growth. As we navigate the complexities of today’s IT landscape, including the adoption of AI and other emerging technologies, this collaborative approach is crucial for unlocking potential and driving innovation in your business. With proactive adaptation to tech trends and preparedness for future demands, your company can meet current operational needs while setting the stage for long-term success.
Contact us at MSP@vertilocity.com or call us at 833-246-7500 for more information about Managed IT Services and to discover what solutions may work best for your organization.