What are Co-Managed IT Services?
Co-managed IT services are when a third party supports your existing IT team. Co-managed services can include IT support, security, cybersecurity services, software as a service (SaaS), hardware as a service (HaaS), and a range of other offerings based on your business goals.
Co-managed vs. managed services
Basically, co-managed versus managed services boils down to what your organization’s REQUIREMENTS and PREFERENCES are. Co-managed services are when an MSP supports your in-house team; managed services are when an MSP provides *all your IT support.*
Businesses used to hire either in-house or outsourced IT, but today a co-managed hybrid model is increasingly popular. Any organization with in-house IT can benefit from co-managed services, which either be delivered in person or remotely. We provide co-managed services to organizations with 50–500 users in various industries including engineering, manufacturing, healthcare, distribution, legal, financial, insurance, oil and propane, wholesale/distribution, and other professional service industries.
Need help deciding between co-managed services or an MSP? Would PCGiT be a good fit? Want to explore price options? Schedule time with us today!
Customized support that supplements your IT team
Co-managed services are flexible. You select the depth and breadth of support needed, scaling up or down as your needs change. Some clients need support for their help desk, server patching, and security stacks, while others want server monitoring and help with advanced IT projects and migrations. PCG works closely with your in-house IT team to provide only the customized services you need.
After all, constant IT advances make it impossible for a single person to know everything, putting your in-house IT at a disadvantage. With co-managed services, your team can:
- Focus on its areas of specialty while leaning on us for additional expertise
- Access the diversity of our engineering bench to fill any gaps its skillsets
- Work with a team that gets quarterly trainings and certifications so you’re privy to industry updates
- Tap into cybersecurity experts – we’re one of few MSPs in the country with two CISSPs on staff
We’ll work alongside you and your staff, providing coverage and specialization in these areas:
- Strategic Planning
- Procurement
- Projects – Surveillance, Wiring, Wireless, VoIP, Servers, MS 365
- Backend Monitoring
- Security
- Cybersecurity
- On-site Engineering
- Responsive Help Desk
- Cloud Infrastructure and Migration
- Wireless
- VoIP
Co-managed services & our productivity suite
PCG’s co-managed clients get access to a robust productivity suite of tools that they wouldn’t normally be able to leverage on their own, at a fraction of the cost. These tools improve productivity, reduce inefficiencies and organizational drain, provide management insights, and ultimately BOOST PROFITABILITY. Here’s what you get:
TICKETING SYSTEM >>
A ticketing system records help desk requests and solutions. Ticketing initiates is a recorded process that speeds up resolution times, gives you insights into your most common problems, and helps you budget IT more effectively.
For example, if a significant number of help desk tickets are related to a certain type of software or equipment issue, you may need to increase software training or budget for new equipment.
PCG’s co-managed services can cover day-to-day help desk needs or provide advanced support when your help desk needs to escalate an issue or when they’re out of the office. PCG customizes support based on your team’s needs and integrates it with your current ticketing system. Examples include escalations, when you’re sick or on vacation, or when you have other priorities or pressing projects to work on.
The use of Outlook for ticketing and Excel for help desk documentation doesn’t provide the oversight needed to improve your network, and it’s easy for tickets to get lost. Our email-based help desk ticketing system connects to a client-facing dashboard, so requests are never lost and resolutions are always well documented.
DOCUMENTATION PORTAL >>
Co-managed clients get access to IT Glue, the MSP standard tool for tracking documentation. It tracks every aspect of your IT environment including devices on the network, configurations, usernames and passwords for critical infrastructure, network diagrams, vendor information, and other IT resource info. Proper documentation allows both your team and PCG to better support your company and its users, ensuring critical information is accessible and available quickly.
This portal not only helps a co-managed provider and in-house IT team solve problems, but it also provides information and training manuals to end users so they can solve common problems on their own. This purpose-built application:
- stores all your data securely and encrypts it
- streamlines information-sharing between your organization, vendors, and users
- improves collaboration
CLIENT DASHBOARD >>
The client dashboard provides an overview of your help desk and the rest of your technology. You can submit help desk tickets, view open tickets, check the status of help desk requests, and request updates. You can also conveniently check reports about your IT equipment assets, security plans, user guides, MSP service agreements, Office 365 licensing, etc.
The dashboard allows you to assess who’s using which equipment and identify spare equipment. Other stakeholders can benefit from the tool too. For instance:
- CFOs can use the dashboard to help with budgeting
- Accounting can view current and past invoices
- Client success managers can use it to track client data and schedule proactive client meetings
We can also add common training videos, new employee PC onboarding forms, and other information about the IT/Technology workflow process as needed.
REMOTE MONITORING & MANAGEMENT (RMM) >>
With Remote Monitoring and Management (RMM), our team can establish a remote connection with your computer for diagnostics and repair. Your in-house IT can also use this tool to remotely monitor hybrid, work-from-home or telecommuting teams.
The RMM tool provides a secure, faster, and more convenient remote access than most tools such as TeamViewer or GoToMyPC. RMM facilitates IT planning – you see which assets are in use, their age, and their warranty status. RMM additionally allows scripting or basic programming through a remote tool.
REPORTING >>
Relevant reporting enables you to make timely business decisions for your organization and its needs, transforming raw data into business intelligence. Your dashboard reports allow your C-level management team to visualize exactly what your organization needs to develop a greater understanding of your IT budget.
You can set up reports to track help desk tickets as well as a myriad of other data, trends, projects, and schedules.
All these services are customized around our clients’ unique operational needs and business objectives. We provide co-managed clients with success managers and hold regular VCIO (virtual chief information officer) meetings to create roadmaps and budgets to guide your IT and best support your organization.
Learn more about co-managed services
Get your IT team the support it needs and watch your business flourish. We’ll start with a fact-finding conversation and provide a no-cost network assessment score and cybersecurity score to identify strengths and areas for improvement. Then, we’ll customize a service level agreement around your needs, budget, and preferences.
Turn IT into a reliable tool for productivity. You don’t have to do IT alone. We can help.
