Before determining if you should insource or outsource your managed IT support services, you need to determine what you want/need from your Information Technology (IT) department. We have broken this need down into two broad categories: Functional Support and Technical Support.
While probably not mainstream technical terms, these two categories usually help people understand what type of support they want from an IT department and team.
In general, a managed IT support team provides functional support to guide specific use of specific applications. Functional IT support helps to configure systems according to business’s needs, and works to understand a business’ processes to manage the day-to-day functioning of a program or system.
In contrast, an IT support service team provides technical support for issues related to computer network infrastructure. Technical IT support helps provide support for analysis, implementation, and translation of a computer network infrastructure, as they translate the functional specifications into technical specifications.
While the number and types of applications that require functional support vary widely, the infrastructure technical support (while still complex) tends to have much more commonality across many companies. However, both functional IT support service and technical IT support service help enhance business efficiency and profitability.
The significance of these categories is that many times IT personnel tend to migrate to a career path that embraces one of the categories or the other….but generally not both. This trend is because the volume of knowledge for each path is quite large and constantly changing.
The decision to insource versus outsource tends to be easier to understand if each of these categories (and sometimes skill sets within each category) is considered independently. Management should also carefully consider the volume and complexity of each category when selecting the necessary IT support resource.
Once you determine if functional or technical support fits your needs, the next step is understanding the different managed IT models: full outsource, full insource, and hybrid (i.e., both insource and outsource of various components).
Have any questions? Please contact us online or call 817-640-0016.