The Complete Guide to Outsourcing IT Support in 2024

Outsourcing your IT support can give your business the expert knowledge and technology resources it needs to succeed. AAG's comprehensive guide helps you understand what outsourced IT support is and how to get the most out of services.
12.06.24 Charles Griffiths

IT drives everything from communications to productivity to sales, and rapid advancements in recent years offer businesses ever-greater opportunities for growth.

As an IT service provider, we see many businesses struggling to keep up while also staying ahead of complex compliance burdens. There’s a growing need for specialised expertise, scalable resources, and robust cyber security solutions. For over a decade, we’ve helped businesses find success through outsourced IT support.

But what does Outsourced IT Support mean?

Outsourcing your IT means engaging an external partner, like AAG, to manage parts (or all) of your IT infrastructure. This may seem daunting, but our bespoke services help businesses like yours overcome tech challenges to become more efficient and productive.

Cloud migration, disaster recovery planning, service desk support – outsourced IT services offer support across your network. We become a dedicated partner that handles the complexities of technology management, freeing you to focus on growing operations and delivering excellent customer experiences.

Let’s show you how outsourcing IT can transform your business.

Outsourced IT Support Statistics and Facts

Outsourcing IT is more popular than ever, with a growing market and businesses spending more on services. It’s clear to see why; not only are businesses recognising the efficiency and productivity boosts, but IT support providers offer robust security services to defend against a growing cyber threat landscape.

  • An estimated $1.420 trillion (£1.115 trillion) was spent globally on IT services in 2023. Predictions see this rising to $1.585 trillion (£1.244 trillion ) in 2024.
  • 71% of SMBs believe they survived the pandemic due to digitisation.
  • 42% of SMBs grew their tech investments in 2023.
  • Around 60% of businesses at least partially outsource application development.
  • IT security outsourcing is the fastest-growing outsourced function, with 55% of businesses looking to increase the amount of security work they outsource.
  • The most common ransomware delivery methods exploit vulnerabilities like poor user practices, a lack of cyber security training and weak passwords/access management – all of which contribute to the success rate of methods like phishing.

The Benefits of Outsourcing IT

A firm is most likely to outsource services when experiencing issues with its current IT setup, such as demands not being met by current in-house resources or spiralling costs.

Successfully outsourcing IT services addresses these immediate challenges and offers plenty of other advantages. Remember, you’re working with an experienced team using resources that help you achieve greater efficiency, scalability, and flexibility in IT operations.

So, what are the main benefits?

Frees Up Time and Resources

As a dedicated IT service provider, AAG has the resources to manage an organisation’s entire IT infrastructure, or provide additional support where necessary. With our team managing the technology, businesses can redirect valuable time and resources towards core activities and strategic initiatives that drive growth and innovation.

Quickly Implement New Projects or Supplement Teams

Whether troubleshooting complex issues, implementing new technologies, or optimising existing systems, you need a level of expertise that many internal teams simply don’t have. Recruitment to find that expertise can delay critical projects by weeks or even months, as well as adding expense.

IT service providers have that experience on-demand. Our team at AAG are experienced with the latest technology, specialised systems, and building custom solutions, as well as understanding how businesses work and how teams interact with technology.

Leveraging this expertise enables businesses to swiftly execute new projects or augment their existing teams with specialised skills and resources.

Reduced Security Risk

With cyber threats constantly evolving, it’s practically impossible for businesses to keep up. Outsourcing enhances a business’s ability to detect, prevent, and respond to cyber threats effectively.

We understand the regulatory constraints businesses operate under, and employ advanced security technologies, conduct vulnerability assessments, and stay updated on emerging threats to help them stay compliant and defend against attacks.

Improved Performance

Outsourced IT services enhance business performance. We help minimise downtime, boost productivity, and enhance user experiences by monitoring, maintaining and optimising systems and applications. A robust infrastructure drives overall business performance and customer satisfaction.

Reduce and Stabilise IT Expenses

Adding new users, expanding services, implementing new tools – all these and more are typical IT costs. However, keeping track of these costs becomes ever more difficult as a business grows.

Outsourcing IT services offers businesses a predictable cost structure and greater control over IT expenses, with customisable service plans that align with budgetary constraints and operational requirements. IT providers also often offer scalable solutions for businesses to scale their IT resources up or down as needed.

outsourced server support

What Services does Outsourced IT Support Offer?

Even a small business requires a lot of technology. Storage, operating systems, and telecommunications are just some of the IT considerations that need managing.

Outsourced IT support providers offer comprehensive services designed to meet the diverse technology needs of businesses.

Device and Inventory Management

  • Tracking, maintaining, and optimising hardware assets.
  • Includes tracking inventory levels, deploying software updates, and ensuring that devices function optimally.

Security and Compliance

  • Includes risk assessments, penetration testing, security audits, vulnerability scanning, and intrusion detection.
  • Developing and implementing robust security policies, deploying advanced security solutions, and providing ongoing monitoring and incident response services.

Network and Server Management

  • Identifying and addressing network issues, optimising bandwidth usage, and ensuring the reliability and performance of critical network components.
  • Server provisioning, configuration, and maintenance tasks.

Applications and Cloud Management

  • Deploying and managing applications, including productivity suites, customer relationship management (CRM) software, and enterprise resource planning (ERP) systems.
  • Leveraging cloud computing platforms for Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS) solutions.

Backup and Disaster Recovery

Storage

  • Deploying and managing storage solutions, including on-premises storage arrays, network-attached storage (NAS), and cloud storage platforms.
  • Implementing storage tiering, data deduplication, and compression techniques to optimise storage utilisation and performance.

Virtualisation

  • Leveraging virtualisation technologies like hypervisors and virtual machine managers to build IT environments.
  • Consolidating physical hardware and facilitating rapid provisioning and deployment of IT resources.

Data Monitoring and Insights

  • Deploying monitoring tools and analytics platforms to collect and analyse data related to IT infrastructure performance, security incidents, and user behaviour.
  • Helping businesses identify patterns, trends, and opportunities for innovation.

Telecoms

  • Procure, configure, and maintain telecommunications equipment, such as phone systems, VoIP solutions, and networking hardware.
  • Oversee telecom expense management and billing reconciliation processes.

Real-Time Support

  • 24/7 access to experts to address IT emergencies, troubleshoot technical issues, and provide guidance on IT-related matters.
  • Includes remote desktop assistance, live chat support, and phone-based support options.

How Does Outsourced IT Support Work for Different Kinds of Businesses?

Startups

Outsourced IT support for startups focuses on providing foundational infrastructure and support services to kickstart operations efficiently.

  • Setting up and managing cloud-based infrastructure
  • Implementing basic cyber security measures
  • Establishing communication and collaboration tools
  • Providing on-demand technical support
  • Scaling IT resources as the startup grows

SMEs

SMEs are the largest segment of the business world, so services must cater to diverse needs across various business functions. This mainly means offering managed IT services and assistance in implementing productivity tools.

  • Managed IT services (network, server, and help desk support)
  • Cyber security solutions
  • Implementation of productivity tools
  • Business process optimisation
  • Compliance with industry regulations

Enterprises

Outsourced IT support for enterprises focuses on optimising complex IT environments, supporting business-critical operations, and facilitating digital transformation initiatives.

  • Comprehensive managed services (infrastructure, application support, IT consulting)
  • Advanced cyber security measures
  • Data analytics solutions
  • Digital transformation services
  • Cost-effective IT solutions for large-scale operations
keyboard

5 Signs It’s Time to Outsource Your IT Support

Companies often consider outsourcing so they can focus on their core competencies, but there are many reasons for consulting an external IT partner:

Sign 1 – Limited Resources

One of the main reasons businesses engage our services is because they’re struggling with staffing, budget, or their current technology infrastructure. Their main complaints are downtime, inefficiencies, and missed opportunities.

Outsourcing gives businesses access to a pool of specialised expertise, advanced technologies, and scalable resources without substantial upfront investments. This enables organisations to optimise their IT operations, enhance productivity, and focus on core business activities.

Sign 2 – Lack of Knowledge

Sign 3 – Performance Struggles

Sign 4 – Scalability Issues

Sign 5 – Security concerns

How to Outsource Your IT Support

1. Study your industry:

Analyse the needs, trends, and regulatory requirements within your industry to determine how outsourcing IT support aligns with your objectives and competitive landscape.

2. Understand the pros and cons of outsourcing:

Errors can be costly. Evaluate the benefits against the drawbacks to make an informed decision about outsourcing IT support.

3. Identify challenges and define goals:

Pinpoint the existing IT challenges and inefficiencies within your organisation. Then establish clear goals and objectives that outsourcing helps address.

4. Research options:

Explore your options to identify the most suitable partner that aligns with your budget, requirements, and values.

5. Select a service provider and enjoy the benefits:

Once you’ve chosen your partner, collaborate closely with them to implement the solutions you need and enjoy the benefits!

How to Get The Most Out of Your Outsourced IT Support Services

Set clear goals:

Define specific, measurable objectives for your outsourced IT support services, such as reducing downtime, improving response times, or enhancing cyber security measures, to ensure alignment with your business priorities and maximise the partnership’s value.

Evaluate services:

Regularly assess your services’ performance, reliability, and effectiveness against defined metrics and benchmarks to identify improvement areas and ensure service levels meet expectations.

Communicate:

Maintain open and transparent communication channels with your IT support provider. Regularly share feedback, concerns, and expectations to foster collaboration, address issues promptly, and ensure alignment with business objectives.

Outsourcing the Right Way with AAG

Optimising operations, enhancing efficiency, and staying competitive is crucial for business success. The right technology and support can deliver that.

By leveraging AAG’s expertise and resources, organisations can mitigate risks and issues while unlocking new opportunities for growth and innovation.

From addressing limited resources and knowledge gaps to improving performance and scalability, outsourcing IT support frees businesses to focus on their while enjoying the benefits of enhanced capabilities and cost-effectiveness.

We’ve been providing IT support for over a decade, so we understand the challenges businesses face with technology. With experience working across industries and carrying the latest certifications, our experts are ready to help you unlock better performance through technology. Contact us today to find out more.

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