Small and medium businesses often confront a host of daily IT challenges, including security threats, sluggish networks, and malfunctioning end devices. These issues can significantly hamper productivity, and in severe cases, jeopardize business continuity. Such circumstances inevitably lead to employee frustration and place considerable strain on business owners.

Attempting to address all these challenges with a single IT resource is nearly impossible. Not only do these resources often lack the breadth of skills required, but they can also prove prohibitively expensive for smaller enterprises to maintain in-house.

Outsourcing IT services in these situations can alleviate the stress and frustration associated with technology management. It not only enhances productivity and mitigates security risks but also helps businesses adhere to a predictable budget.

What is IT Support Outsourcing

Outsourcing IT support involves engaging with specialized IT companies known as Managed IT Services Providers (MSPs). These firms offer Managed IT Services, which can be categorized primarily into two approaches: fully managed and co-managed.

In a fully managed arrangement, the MSP assumes responsibility for all aspects of IT management, including user support, security, and strategic consulting. On the other hand, co-managed IT involves sharing IT responsibilities between multiple MSPs or between an MSP and an organization’s internal IT team.

The range of services provided by an MSP can vary, but a comprehensive MSP typically offers services related to infrastructure setup and maintenance, application support, cybersecurity, and hosted solutions.

As of the latest update in 2023, IT outsourcing remains significant on a global scale. Information Technology is the most frequently outsourced sector, with 37% of IT operations being outsourced. Furthermore, IT departments generally allocate an average of 13.6% of their budgets to outsourcing activities.

The Burdens of Managing IT In-House

As companies grow, their IT needs inevitably expand, often leaving owners and staff grappling with challenges beyond their expertise. Small businesses, originally set up with minimal resources, may carry over improper configurations and setups from their early days. These issues can manifest as scattered data across multiple domains and hosting providers, weak security measures, inadequate WiFi coverage, lack of backups, and outdated systems that hinder operations, overwhelming everyone involved.

These technological hurdles become particularly daunting when they disrupt business operations, diverting attention from crucial growth activities. Instead of focusing on strategic priorities, staff and management find themselves bogged down by troubleshooting and patching up makeshift solutions. This not only drains morale but also erodes productivity and adds immense stress to management.

Delaying engagement with a Managed IT Services Provider (MSP) only exacerbates these challenges. The longer businesses wait, the more time and resources are wasted on firefighting IT issues rather than driving business objectives forward. It also complicates the MSP’s task of implementing effective solutions once onboarded, prolonging the period of operational instability.

In such scenarios, partnering with an MSP can swiftly alleviate these burdens, allowing businesses to refocus on growth while ensuring their IT infrastructure supports rather than hinders their ambitions.

The Psychological Benefits of Outsourcing IT Support

Reduced Stress and Anxiety

Often, a single call to an MSP and their prompt resolution of a specific IT issue can demonstrate the immense value of establishing an ongoing partnership. When experienced IT professionals swiftly resolve technical challenges, it provides immediate relief to staff and management. This initial success fosters a foundation of trust and reliability in the MSP’s capabilities.

Minimizing staff involvement in day-to-day IT matters allows them to concentrate fully on their primary responsibilities. Meanwhile, MSPs can proactively address and enhance IT systems without interruptions, further reducing stress and anxiety among the team. This collaborative approach builds a stronger trust relationship over time, which becomes a driving force behind the business’s overall advancement.

In essence, the partnership with an MSP not only resolves immediate IT issues efficiently but also empowers the organization to focus on growth and innovation, knowing that its IT infrastructure is in capable hands.

Improved Focus and Productivity

Partnering with an MSP establishes a 24/7 communication channel between your staff and industry experts, offering immediate access to support whenever needed. This collaboration enables MSPs to remotely access all systems swiftly, eliminating long waiting times for issue resolution. No longer will your team struggle for days with printer problems or endure sluggish system performance. MSPs also ensure clarity on data storage and reliable backups, crucial for disaster recovery planning.

Moreover, MSPs utilize cutting-edge tools for proactive monitoring, patching, and securing systems and networks. This proactive approach minimizes unexpected system failures and reduces disruptions for your staff, ultimately enhancing their focus and productivity.

Enhanced Sense of Control

Outsourcing IT is a critical decision for many companies, and selecting the right IT support provider can be challenging. When choosing a Managed Service Provider (MSP), it’s essential to consider several key attributes. An ideal MSP should be highly qualified, responsive, resourceful, and transparent.

A qualified MSP ensures that their team undergoes continuous training to stay current with the rapidly evolving IT landscape, allowing them to support your company’s growth effectively. Responsiveness is crucial; an MSP should address immediate issues promptly to prevent disruptions and enhance productivity through proactive support, ideally offering 24/7/365 availability. The provider should also be scalable, and able to adapt to your company’s expanding needs. Transparency is equally important, as it allows business owners and management to track performance and improvements through detailed reports, providing a clear sense of control over their technology.

Increased Confidence and Peace of Mind

Establishing a trust-based relationship with your chosen MSP is vital. This relationship develops over time as your team of IT experts consistently demonstrates their knowledge and expertise. Once established, it offers peace of mind for both staff and owners. Knowing that critical business data is secure and systems are proactively maintained can enhance staff morale and enable employees to focus more effectively on their tasks.

A well-configured and maintained infrastructure ensures smooth operation, resulting in quicker system response and loading times. Over time, these improvements lead to increased productivity and reduced stress.

Better Work-Life Balance

Often, businesses lacking proper IT support find themselves dealing with technical issues outside of regular hours or trying to fit them in during work hours as best as possible. This creates additional work for staff who are not trained in IT. Tasks such as dealing with malfunctioning email programs, performing system updates, or transitioning to new devices can be overwhelming for untrained employees. IT emergencies that occur outside of business hours only add to this burden. Employees should not have to handle these issues themselves.

Burdening your staff with these tasks can quickly lead to increased stress and negatively impact their work-life balance. By partnering with an MSP, you can relieve both yourself and your employees of these responsibilities, leading to a better work-life balance for everyone.

Choosing the Right Calgary IT Support Partner

Choosing an MSP partner is a critical decision that requires careful consideration. The onboarding process can be time-consuming, and the transition period may be challenging due to the numerous changes involved. Therefore, it’s essential to make the right choice from the start. Here are key criteria to help you in your search for an MSP:

Experience and Expertise

Experience is vital in the IT field. You want a partner who can handle your IT needs without using your business as a testing ground. Look for:

• Online Reviews: Check customer feedback on platforms like Google, Yelp, and specialized IT review sites.
• Accreditations and Certifications: Ensure the MSP has relevant industry certifications (e.g., CompTIA, Microsoft Certified).
• Endorsements: Look for endorsements from reputable organizations or industry leaders.
• References: Ask for contacts from their current portfolio and speak directly with those clients to learn about their experiences.

Service Offerings

A comprehensive range of services is crucial for meeting all your business needs. Having a single MSP manage your technology reduces communication issues and confusion about who to contact. Key services an MSP should offer include:

• Helpdesk Support: 24/7 technical support for resolving employee issues.
• Infrastructure Management: Management of servers, workstations, and other hardware.
• Network Management and Monitoring: Continuous monitoring and optimization of network performance.
• Data Backup and Disaster Recovery: Regular backups and rapid recovery plans.
• Cybersecurity Services: Threat detection, firewall management, and security audits.
• Cloud Administration: Management of cloud services, including migration and integration.
• Consulting and Strategic Planning: IT strategy development and future planning.
• Business Continuity Planning: Ensuring minimal disruption during emergencies.

Communication and Responsiveness:

Effective communication and prompt availability are crucial to maintaining your business operations. Poor communication and unavailability when you need support most can severely impact service quality. Establishing clear, measurable service metrics through a Service Level Agreement (SLA) is essential. Here are some key aspects to consider:

• Communication Channels: Ensure your staff has access to multiple, clear communication channels with the MSP, such as phone, email, and live chat.
• Response Times: Define different levels of urgency in the SLA, with specified response times for each. This ensures critical issues are prioritized and addressed promptly.
• Availability: The MSP should provide 24/7 support, including nights, weekends, and holidays. Issues can arise at any time, and your business may require assistance outside regular business hours.

Security and Compliance

Partnering with an MSP also means giving away the keys to the kingdom, that is your business security and compliance. This involves a high level of trust that your partner is adhering to high and robust security standards. Managed Service Providers (MSPs) in Canada must also comply with several key regulations to ensure they are protecting client data and maintaining operational standards. Here are the most common security and compliance regulations:

• Personal Information Protection and Electronic Documents Act (PIPEDA): PIPEDA is the federal privacy law for private-sector organizations in Canada. It sets out how businesses must handle personal information in the course of commercial activities.

• Provincial Privacy Laws: Some provinces have their own privacy laws that apply to private-sector organizations like Alberta’s Personal Information Protection Act (PIPA). Ensure your MSP adheres to these regulations if your business operates in Alberta. 

• General Data Protection Regulation (GDPR): While GDPR is a regulation in the European Union, Canadian businesses that handle data of EU residents must comply with it. This means obtaining explicit consent for data collection, while ensuring the right to be forgotten, implement data protection by default and report data breaches within 72 hours. 
• NIST Cybersecurity Framework: Developed by the National Institute of Standards and Technology (NIST), this framework provides guidelines for improving the security of critical infrastructure. It includes key components like identifying and developing an understanding of the cybersecurity risks to systems, assets, data, and capabilities. It also requires  developing and implementing appropriate safeguards to ensure delivery of critical infrastructure services, as well as developing and implementing appropriate activities to maintain plans for resilience and to restore any capabilities or services that were impaired due to a cybersecurity event.
• SOC 2 (Service Organization Control 2): Developed by the American Institute of CPAs (AICPA), SOC 2 focuses on the controls relevant to security, availability, processing integrity, confidentiality, and privacy. Key components are system security and availability. The MSP needs to ensure the system is protected against unauthorized access and available for operation and use as committed or agreed. Personal information is collected, used, retained, disclosed, and disposed of in conformity with the commitments in the entity’s privacy notice.

Key Takeaways

Outsourcing your Calgary IT support offers significant psychological benefits for business owners, including reduced stress, peace of mind, and the ability to focus on core business activities. By entrusting IT management to experts, business owners can feel confident that their technology infrastructure is secure, compliant, and efficient, ultimately leading to increased productivity and business success.

At EezIT, we understand the unique needs of Calgary’s SMBs and are committed to providing top-notch IT support that enhances your business operations. Ready to experience these benefits? Contact EezIT today for a free consultation!