Managed service provider (MSP)

What is a managed service provider?

A managed service provider (MSP) is a company that manages and supports a business's IT systems on an ongoing basis. Instead of hiring a large in-house IT team, businesses pay a monthly fee for services such as technical support, cyber security, cloud management, software updates, and system monitoring.  

MSPs help keep technology running smoothly while reducing the burden on internal teams.

What does a managed service provider do?

A managed service provider handles the ongoing management, maintenance, and support of a business's IT systems.

Typical MSP services include:

• Monitoring networks and devices

• Providing IT helpdesk support

• Managing cloud platforms and software

• Installing updates and security patches

• Backing up business data

• Protecting systems against cyber threats

• Responding to technical issues and outages

Rather than stepping in only when something breaks, an MSP works behind the scenes to prevent problems before they disrupt the business.

How does an MSP work?

Most managed service providers follow a simple process:

1. Assess the business's IT setup - The MSP reviews existing systems, software, devices, and security risks.

2. Create a support plan - Services are tailored to the business's needs and agreed through a service level agreement (SLA).

3. Monitor and manage systems - The MSP continuously monitors IT systems, applies updates, and resolves issues.

4. Provide ongoing support - Employees can contact the helpdesk when technical problems arise.

5. Review and improve - The MSP regularly recommends improvements to performance, security, and reliability.

This approach helps businesses keep their technology running smoothly without managing everything themselves.

Why businesses use managed service providers

According to the UK Government's Cyber Security Breaches Survey, 43% of UK businesses experienced a cyber security breach or attack in the previous 12 months, highlighting the importance of proactive IT management and security.  

For many SMEs, managing technology in-house can be expensive and time-consuming. A managed service provider gives them access to specialist IT expertise without the cost of building a full internal team.

Common benefits of an MSP include:

• Predictable monthly IT costs

• Faster support when issues arise

• Stronger cyber security

• Less downtime and disruption

• Access to specialist skills and tools

MSP vs in-house IT team

Both MSPs and in-house IT teams help keep business technology running smoothly. The main difference is that an MSP provides outsourced IT support and management, while an in-house team is employed directly by the business.

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Example of a managed service provider in practice

A 40-person accountancy firm relies on cloud software, email, and video calls every day. Instead of hiring a full IT department, it works with an MSP.  

The provider monitors systems, manages Microsoft 365, applies security updates, and handles staff support requests.  

When an employee's laptop stops working before a client meeting, the MSP fixes the issue remotely within minutes, helping the team avoid disruption.

Challenges of using an MSP

An MSP can be a great fit, but there are a few things to consider:

• Less direct control over day-to-day IT activities

• Support quality varies between providers

• Response times depend on the agreed SLA

• Switching providers can take time and planning

• Monthly costs can increase as support needs grow

The key is choosing a provider that understands your business and offers clear service levels, communication, and security standards.