Managed services vs break-fix support
Break-fix support is reactive: something breaks, you call someone, they fix it and send an invoice. It can look cheap, but nobody is responsible for preventing problems, nothing is documented, and the supplier has no incentive to reduce the number of call-outs.
A managed service is proactive and accountable. A provider takes ongoing responsibility for a defined scope — keeping systems maintained, handling requests through a structured process, reporting on what is happening and reducing repeat problems over time.
The core components
Helpdesk and user support
A single, logged channel for incidents and requests, with agreed priorities and response targets. See IT support and helpdesk.
Accounts, access and licences
Creating, changing and removing user accounts, permissions and licences — including consistent onboarding and offboarding so leavers lose access on their last day.
Platform administration
Day-to-day administration of Microsoft 365 or Google Workspace: mail, files, collaboration, security settings and structure.
Devices
Configuring, updating and monitoring laptops and desktops, with encryption and endpoint protection, and tracking who has what.
Security fundamentals
Multi-factor authentication, patching, endpoint protection and backup checks. Deeper work sits with cybersecurity services.
Suppliers and planning
Coordinating connectivity, hardware and software vendors, and giving leadership a view of upcoming renewals, risks and improvements.
What is usually outside the standard scope
Projects — such as a cloud migration, an office move or a new system — are normally scoped separately, because they are one-off pieces of work with their own plan. Hardware and software licences are usually purchased separately too. A good provider makes these boundaries clear up front.
How to choose a managed service provider
- Clear scope. You should know exactly what is included, what is not and how extra work is agreed.
- Documented processes. Onboarding, offboarding, access changes and escalation should be written down.
- Reporting. Regular reports on tickets, recurring issues, risks and improvements.
- Security built in. MFA, patching and backups should be standard, not optional extras.
- Breadth. Access to cloud, security and project skills when you need them.
- No lock-in. You own your accounts, data, credentials and documentation.