Understanding IT Support: Outsourced vs. In-House Solutions

IT support is the ticking heartbeat of most modern businesses. The UK Business Data Survey 2021 revealed that over 90% of companies with ten or more employees use some form of IT Support in the UK.

With the rapid influx and adoption of productivity tools and cloud-based solutions, many companies struggle to keep up with the ever-changing nature of technology and, therefore, require either Outsourced or In-House forms of IT to keep their business competitive in today’s business landscape.

So, let’s get stuck into today’s blog post without further ado.

What is IT Support?

Providing IT support in today’s day and age primarily involves providing technical assistance and solutions to employees, decision-makers and end-users. IT support is a function provided by Outsourced Managed Service Providers (such as Netitude) or by In-House IT Professionals who help people and businesses solve problems with their computers, software and other devices.

Delivering IT support can range from fixing IT-related issues to setting up new systems, updating outdated or unsuitable IT infrastructure, and ensuring everything runs smoothly throughout a business from a technological standpoint.

Outsourced IT support is comparable to having an engineer come to service your car; they’ll check your entire IT infrastructure for faults and potential vulnerabilities and fix any immediate issues to get you back up and running, just as a mechanical engineer would.

Importance of IT Support

The importance of IT support in the modern working environment cannot be understated. Failing to invest in appropriate IT support processes, people, and procedures could lead to a plethora of unwanted consequences, such as:

• Operational Downtime: Therefore, facing the prospect of operational downtime – a period when a business’s operations are halted or slowed significantly - can be detrimental to a company due to the potential repercussions (financial loss, customer dissatisfaction and productivity impact) that can stem from the issue.
• Data Loss & Security Breaches: According to SoSafe, a company specialising in cybersecurity awareness and human risk management, in 2024, 50% of UK businesses reported experiencing a cyber attack. This staggering statistic highlights just how critical it is to have a Managed IT Service Provider who will ensure your organisation can put up a robust defence against the ever-increasing prevalence of cyber attackers.
• Decreased Employee Productivity: In business, time equals money; therefore, organisational leaders will be frustrated when frequent IT issues can irritate employees and hinder their ability to perform tasks efficiently. Say goodbye to decreased employee productivity by Investing in your IT support and partnering with a best-in-class Managed Service Provider like Netitude.

In-House IT Support

What is In-House IT Support?

In recent years, businesses have had to rely even more heavily on information technology (IT) practices, as hybrid and remote working has become commonplace in a post-pandemic world. Business needs have become more intertwined with technology, which has subsequently led to an increased amount of organisational in-house IT support. In-house IT support is more common in larger enterprises whose IT needs are often more complex and require immediate, tailored support.

Benefits & Pitfalls of In-House IT Support

Benefits

1. Immediate Response: An on-site presence can help resolve IT issues quickly.
2. Tailored Solutions: In-house IT support enables businesses to customise their level of support to align with specific business needs and use cases.
3. Enhanced Security: Keeping things in-house often means having better control over data, security and compliance.
4. Direct Communication: Internal communications can often be quicker, easier and more effective, helping to resolve IT-related issues more efficiently.
5. Company Knowledge: In-house IT staff are more likely to have built up an in-depth understanding of the company’s systems and processes and, therefore, are more likely to achieve a quicker resolution.

Pitfalls

Cost and Resource Management

Maintaining an in-house IT team can be a significant financial burden due to the high costs associated with salaries, benefits, ongoing training, and the procurement of necessary equipment. This economic strain can be particularly challenging for businesses balancing IT expenses with other operational costs.

Additionally, the limited capacity of a small in-house team can lead to resource management issues, especially during peak times or when team members are unavailable due to leave or turnover. This can result in delays and inefficiencies in addressing IT issues.

Coverage and Scalability

In-house IT teams often operate within standard business hours, leaving the organisation vulnerable to IT issues outside these hours. This limited coverage can be problematic for businesses that require 24/7 IT support. Furthermore, scaling an in-house IT team to meet growing business demands can take time and effort.

Recruiting, hiring, and training new staff takes time and resources, and the team may need help to keep up with the rapid pace of technological advancements and increasing IT needs.

Skill Gaps and Resistance to Change

In-house IT staff are often required to be generalists, which means they may need more specialised skills for specific tasks or advanced technologies. This can lead to inefficiencies and a reliance on external consultants for specialised projects.

Additionally, in-house teams may refrain from adopting new technologies or processes, which can hinder innovation and the overall efficiency of the IT department. This resistance to change can be driven by comfort with existing systems and a reluctance to invest time and effort into learning new tools and methodologies.

Outsourced IT Support

What is Outsourced IT Support?

Outsourced IT Support has witnessed extraordinary growth in recent times. iWork, an organisation dedicated to supporting and championing independent work in the UK, reported that “48% of UK companies outsourced work in 2023, with an increase of 41% since the pandemic”. In the article, they suggest that this growth in outsourcing can be attributed to a “surge in startups”, which are businesses that will, more often than not, need to resort to outsourcing their IT, along with other areas of their business, to keep their business afloat during their early years of trading.          

Benefits & Pitfalls of Outsourced IT Support

Benefits

Access to Industry Expertise & Latest Tech: The most standout benefit of outsourced IT support compared to in-house IT support is the increased likelihood of access to IT expertise and advice. When a company opts for an outsourced IT partner, it can vet them before an agreement to see whether they have the necessary skills and knowledge to help them upscale and upgrade their technology infrastructure. Companies that choose outsourced IT support can also gain access to the latest technology and industry best practices.

Cost Savings: Opting for outsourced IT can also be cheaper for organisations as working with an external IT partner invariably means reduced overhead costs concerning salaries, benefits and training packages. Companies can also save significantly by significantly reducing their capital expenditure by making the most of shared resources, leasing and subscription technologies, and reducing maintenance costs.

Enhanced Security: Outsourced IT support will undoubtedly mean an organisation has the means to strengthen security across the board. Whether that’s having access to the latest cutting-edge security technologies, techniques and tools or leveraging the relationship with an outsourced IT partner to gain much-needed expertise and experience in a constantly evolving field, organisations can ensure robust protection against emerging threats and compliance with industry standards.

Pitfalls

Loss of Control: Once you sign on the dotted line and enter an agreement with an outsourced IT provider, you become invariably dependent on said company. Complications could arise further down the line when organisations become too heavily reliant on their provider, which can be risky if the provider’s performance declines or disagreements unfold. Outsourcing can also lead to losing direct control over IT operations and organisational decision-making.

Security and Privacy Concerns: Sharing sensitive data with an external provider can pose risks if the provider’s security measures are not thorough and robust. Businesses may also encounter issues if the outsourced IT provider isn’t compliant with the latest industry standards and regulations.

Hidden Costs: Transitioning to an outsourced model can incur significant unanticipated costs, such as potential downtime and expenses related to training and integration. Organisations opting for outsourced IT may also be hit with unexpected fees further down the line for services not covered in the initial agreement.

Making the Right Choice for Your Business

Of course, there are many factors to consider when deciding which type of IT support suits your business type and model. We’ve put together a three-step solution which should help to set you on the path to IT success:

1. Assess Your Business Needs

It’s vitally important to conduct a holistic, comprehensive business assessment before considering external offerings such as outsourced IT partners or filling a vacancy for an in-house IT role. Understanding the business’s needs will help determine the most cost-effective solution.

2. Evaluate Costs and Benefits

After assessing your business needs, weighing the costs and benefits of in-house versus outsourced IT support is essential. Doing so will help balance financial investment with the level of expertise, flexibility, and control required, align the type of IT support with the business goals, and maximise overall value and return on investment (ROI).

3. Consider Hybrid Solutions

Perhaps neither choice (in-house or outsourced IT support) is suitable for the business. After assessing the business needs and evaluating the costs and benefits, it might make the most sense to opt for a more hybrid-based approach to IT. A hybrid model would allow businesses to leverage in-house teams for critical, sensitive tasks while outsourcing routine or specialised functions to enhance efficiency, scalability, and cost-effectiveness. This balanced approach can optimise resources, improve service delivery, and adapt to changing business requirements.

Closing Statements

Now, it’s up to you to decide what method of IT support makes the most sense for your business, whether hiring an in-house IT team or employee, opting for an outsourced IT partner, or adopting a hybrid or co-managed IT model.

At Netitude, we’re proud to be one of the best in the business in terms of fully managed or co-managed IT solutions. Earlier in 2024, we placed 291st in Channel Futures’ Managed Service Providers (MSP) 501 listings – a globally recognised listing – which backs us up as one of the best in the business regarding Outsourced IT.