Co-Managed IT Support Services

Frequently Asked Questions

• Will co-managed IT support replace our IT manager or internal team?

  No. Co-managed IT support is built to work alongside your existing team, not instead of it. Your IT manager stays in charge of the decisions that matter to your business, and we take on the tasks and specialist areas that free up their time.

• Do we keep control of our IT systems?

  Yes. You keep ownership of your systems and the decisions around them. We agree on a clear split of responsibility at the start, so it's obvious what sits with your team and what sits with ours.

  
  

• Can co-managed IT support work with the tools our internal team already uses?

  In most cases, yes. We integrate with your existing ticketing system and tools, rather than asking you to switch to ours, so the transition doesn't disrupt what your team already has in place.

• How is co-managed IT support different from fully outsourced IT support?

  Fully outsourced IT support hands the whole function to a managed service provider. Co-managed IT support keeps your internal team in place and adds capacity and expertise around them, which suits a business that already has IT staff but needs more cover or more specialist knowledge.

• What happens if there's a dispute over who owns an issue?

  We set out escalation paths and areas of responsibility before the engagement starts, so there's an agreed answer for exactly this. If something falls into a grey area, it is resolved by your dedicated account manager rather than left unclear.

• Can co-managed IT support scale as our business grows?

  Yes. The level of support can flex up or down as your team and your IT needs change, whether that's more helpdesk cover during a growth phase or additional project support around a specific piece of work.