What Is Managed IT Services?
Managed IT services allow businesses to delegate their IT
operations to an expert third-party organization that specializes
in handling these responsibilities. These third-party
organizations, known as Managed Service Providers (MSPs), are
responsible for the entirety or portions of a business’ IT systems,
as agreed upon in a Service Level Agreement (SLA). IT equipment is
typically procured by the client, and depending on the SLA, Managed
Service Providers may provide round-the-clock monitoring, issue
resolution and reporting, and more.
Key Terms & Definitions
Agent—a small program used by MSPs to remotely gather information
about the status of machines and devices. Once installed, it allows
MSPs to manage systems, update programs, and resolve issues.
Backup and Disaster Recovery (BDR)—a combination of data backup and
disaster-recovery solutions that works cohesively to ensure an
organization's critical business functions will continue to operate
despite serious incidents or disasters that might otherwise have
interrupted them, or will be recovered to an operational state
within a reasonably short period.
Break/Fix—an older style for delivering IT services and repairs to
organizations in a fee-for-service framework. Essentially, a client
contacts a break/fix technician to request upgrades, maintenance,
or to resolve issues, and the technician bills the customer upon
completion of the work.
Fully Managed IT Services—Managed IT services that are coupled with
a Network Operations Center to proactively monitor systems, resolve
issues and perform work with a level of expertise and efficiency
unparalleled to other solutions.
Help Desk—a managed IT service offering that provides information
and technical support to end users. Some MSPs white label their
Help Desk services for the client SMB.
Information Technology (IT)—an enterprise solution for storing,
transmitting, creating, and using data through computing devices,
networks and telecommunications.
Infrastructure as a Service (IaaS)—an MSP offering to SMBs;
virtualized hardware over a cloud computing environment such as
server space, network connections,
IP addresses, load balancers, and other computer infrastructure
with which clients can build their own platforms.
Internet of Things—the emergent network of tangible objects and
products that contain software, sensors, and connectivity to the
Internet and/or private networks and can exchange information based
on standards set forth by the International Telecommunication
Union's Global Standards Initiative.
In House—the process where an organization hires its own IT service
providers and pays their salary, benefits, and further training, as
well as the infrastructure they oversee. This is typically an
extremely costly endeavor, and often businesses that try to procure
in-house IT lack the capabilities to fully service their system as
well as an inability to grow.
IT Channel—an industry-exclusive marketplace where VARs, MSPs, and
OEMs provide platforms, products and services to end users by
partnering with hardware and software vendors.
Labor Arbitrage—the phenomenon of decreasing end costs by utilizing
the abundant labor forces, education, and training of untapped
Managed IT Services—IT tasks and processes that are fulfilled by a