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Modern IT leaders face challenges far different from those of a decade ago.

It’s safe to say, that most businesses have already moved one or more services to the cloud. This means that the once hallowed and protected server room, now hosts far less hardware than before, and administrators manage services via cloud dashboards, from various locations.

With that in mind, it is therefore illogical to maintain the same structure of IT team as ten years ago. Businesses no longer need in-house specialists in every field, such as storage & backups, security, website development, networking, device management, and more.

What businesses need now is very different, and many are turning to the likes of Qcom, a Managed Service Provider (MSP), to address this need. 

So what has changed over the past decade?

Legacy IT Structure (2013) Vs. Modern IT Structure (2023)

 We see that there is a noticeable similarity between the old structure of IT teams, to the new. Both rely on a solid first line Service Desk, with second- and third-line escalation points assigned to specialities within Networking and Security, components we think will always be fundamental.

The mid-section between the service desk and the security layers also has some similarities.

However, what is interesting is the crossover of skills in today’s IT workforce, meaning one employee might manage Exchange Online, SharePoint Online and Azure Active Directory, where before those roles might have been managed by two or three individuals. This can be a blessing from a costing point of view but from an operational perspective the responsibility needs to be carefully managed and co-ordinated.


Outsourcing IT Services

To navigate a Managed Services portfolio, IT leaders need to align their internal team to specific business objectives, whilst identifying skills gaps and utilising a specialist MSP to supplement their in-house staff. 

Many businesses choose to retain an in-house Service Desk and management of End User services, but outsource Security and Networking to an MSP, as generally the skills and experience of a MSP team far outweighs that of in-house teams, due to the greater exposure to scenarios and industries. The advantage of retaining in-house service desk capabilities, for smaller businesses at least, is the familiarity and continuity that end users experience. 

However, maintaining effective in-house teams to provide excellent customer service, which is a key factor in any IT strategy, has become increasingly difficult. This is due to the shift towards remote working, that crossover of skills and of course the rising costs of not only maintaining the team, but ensuring holidays and sickness are covered. 

This is where Managed Services fill those spaces. Any effective IT leader will know where their team is weakest. Outsourcing key IT components to MSP creates resilience within teams for a fraction of the cost. 

No two businesses are alike. A Managed Service desk is not the right option for all businesses, but it is for many.

Wherever you sit, by using the diagram above to identify your team’s strengths and weaknesses, you’ll be on the right path to identifying where Managed Services could underpin your in-house teams. 

Adopting Managed Services effectively is just as important as selecting which Managed Service to adopt. And that’s why selecting an experienced MSP with experience is vital.

Qcom are an experienced Managed Service Provider offering services within Networking, Security, Infrastructure and VoIP. Contact us to day to receive a free consultation around your current and future needs.

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