This is the IT revolution you’ve been waiting for. And it’s based on one simple truth. 50-70% of IT tasks outsourced to IT providers are easy enough to be done by your admin team.
It’s quicker and more cost effective to get simple IT tasks done in-house than outsource them to a specialist IT provider, and with a recession coming, a more innovative, efficient IT support model sounds pretty good.
But Co-Managed IT isn’t just about saving you money. Because the most valuable thing in the world is your time.
We use AI to automatically analyse which tasks need specialist IT support. This speeds up the process and empowers you to make smart decisions around the tasks you outsource. Focus your outsourced IT resources on solving complex problems and free your time for your strategic objectives.
Reduce the time it takes to resolve support requests by up to 75%
Reduce your number of open support tickets by up to 90%
Do you have these issues with your current IT set up?
Your Managed IT provider takes forever to do the work
You’re not getting the service you’d like. Delays resolving IT issues have a negative impact on your business and make you look bad. Despite all that, outsourcing IT is costing you a fortune, and feels more like an overhead than an investment. But you feel like you have to put up with it because what choice do you have?
You feel exposed because of your lack of IT expertise
If you suspect your IT services provider is prioritising their profit over your business interests, you’re right. They are. The traditional outsourced IT model is set up to say to CEOs, “You don't need an IT manager because we'll give you access to all these IT resources for a third of the cost.” They don’t really want you to get savvier with your IT because it might mean you need them less.
Your IT manager never gets an undisturbed break
When your IT manager goes on leave do they have to take a laptop, and field IT support calls while trying to have fun with their family? That’s a one way street to burnout and speedy staff turnover. But it doesn’t have to be like this. Co-Managed IT puts you back in control, while giving you the support you need when you need it.
Co-Managed IT puts you back in control
Save money
Automate support-ticket processing. Redirect 50-70% of your IT support tasks to a cheaper admin resource. Access IT experts without hiring full-time IT staff.
Faster service
Support tickets processed instantly. 50-70% of minor IT support tasks are tackled faster in-house. Your IT experts get quality info, so they move faster on complex support tasks.
Increase satisfaction
Improve staff satisfaction with IT. Support requests are responded to faster and 50-70% of issues are solved swifter. Communication is better. Everyone’s happier, including your IT team.
Focus on core work
Free your valuable time for important, strategic work, like identifying ways tech can give your organisation a bigger competitive advantage.
Remove the noise
Increase your team’s efficiency by automating all those high volume, yet easy to solve IT support requests that clog up your inbox and your headspace.
Customise your support
Flex your level of IT support to suit your schedule. BAU. Just outsource the complex stuff. Working on a big project? Get more support. Going on leave? Outsource the lot while you’re away.
Co-Managed IT is ideal for SMEs
Medium sized businesses
You’ve an IT Manager and maybe a junior IT support person. But running an IT team is expensive, it’s hard to find good IT staff and when good people leave, you lose valuable knowledge.
Smaller businesses
You’ve fewer than 100 staff and you probably haven’t got a dedicated IT team. As a result, you’re outsourcing most of your IT needs and that causes frustration because it’s slow and expensive.
You get more upside with Co-Managed IT
24/7 automated support ticket processing
AI-powered tools analyse and allocate IT issues quickly and efficiently, reducing disruption to business operations.
Full control with monitoring and reporting
Monitor how support tickets are handled. Report on improved response times and the reduction in support tickets open.
Continue to use your incumbent IT provider
If you like your current IT providers, no need to change. Access your IT support team when you need them, while reducing costs and improving service.
Traditional Managed IT vs Co-Managed IT
Traditional Managed IT |
Co-Managed IT |
All or nothing outsourcing model. |
Choose how much you outsource. |
Fixed term contracts. |
Scale support up or down to suit your needs. |
No control over how IT requests are handled. |
Full control over how IT requests are handled, with AI support. |
Expensive full-service solution.
|
Save with a smarter approach
|
Slow
|
Fast
|
How Co-Managed IT works
50-70% of IT tasks outsourced to IT providers are simple enough to be done by your admin team. Non-technical people like your receptionist or support staff can use automation to do standard IT tasks such as:
- Password resets.
- Create new users.
- Change email addresses and signatures.
- Installing printers.
- Setting up a VPN.
- Terminate users.
- Run diagnostics to identify a fault and pass the results to your IT provider.
We’ve identified and automated job requests for more than 40 IT tasks any admin person can do. And this number continues to grow as we develop more automations. These tasks don't have to go to your IT provider. Instead, our automated support ticket processing system assesses support requests, sorts them, and allocates them to the relevant people in your team.
There are three key advantages of this approach.
- Save money on specialist IT support.
- Shorten lead time between logging and resolving a request by cutting out an external IT provider. Simple IT requests sorted in minutes rather than hours.
Free your time, and your staff’s time for more important work.
How Co-Managed IT support requests are processed
There are three ways to log an IT support ticket.
- Your admin person takes the call and fills out a support ticket.
- This is automatically translated into a support ticket.
- Fill out a form. This creates a fully automated support ticket.
Once a support ticket has been created, it’s automatically assessed by our AI support ticket processing system to determine if the task can be carried out:
- In-house by your admin resource.
- In-house by your IT resource if you have one.
- Externally by your IT provider.
The support ticket is sent to the right place, and the right person is automatically notified they have an IT task to complete. Seeking management approval for IT tasks can also be automated, and our AI can help predict and prevent certain issues before they occur, reducing business impact.
Co-Managed IT fees
Your basic Co-Managed IT framework includes access to remote monitoring and management tools, simple automation and workflows used by your IT provider, along with reporting and timekeeping tools. You can upgrade this basic package with a number of add-ons. We’ll help you select the right level of service for your needs.
These are your upgrade options.
- Support ticket AI automation. Your 24/7 virtual employee who analyses and allocates support requests.
- Service desk. If you need someone to process support tickets for you, we offer this support. Support tickets can be fully automated using an online support request form.
- Extended IT team for specialised support. You can continue to use your existing IT service provider. We may have the capacity to offer you external IT support, or we can refer you to a good provider.
Co-Managed IT packages start from $20 per device per month.
Trust us to Co-Manage your IT
We’ve provided traditional Managed IT services to our clients since 2005.
The AI tools at the heart of our Co-Managed IT service are the same tools and processes we built to make the IT support side of our business run more smoothly.
When we started using automation for our contract clients, our resolution time for their support tickets reduced 75% from an average of eight hours to two hours. At the same time, their number of open support tickets fell 90% from an average of 40 to four.
Now you can do the same.
Co-Managed IT FAQs
What is Co-Managed IT?
The simplest definition of Co-Managed IT is you collaborate with an external IT provider to co-manage (support) your IT infrastructure.
But unlike traditional Managed IT services, with Co-Managed IT, you retain control over your IT operations while sharing responsibilities with your external provider.
Traditional Managed IT |
Co-Managed IT |
All or nothing outsourcing model. |
Choose how much you outsource. |
Fixed term contracts. |
Scale support up or down to suit your needs. |
No control over how IT requests are handled. |
Full control over how IT requests are handled, with AI support. |
Expensive full-service solution.
|
Save with a smarter approach
|
Slow
|
Fast
|
Our Co-Managed IT services are based on the principle that 50-70% of IT support tasks are so simple they don’t require a specialist IT resource to complete.
AI based IT support ticket analysis helps you automate and streamline managing IT support tickets. The system swiftly assesses which tasks can be carried out by your admin team and allocates those jobs. It also identifies which tasks need to be escalated to your external IT resource, and allocates those jobs, gathering additional diagnostic information to make the outsourcing process more efficient if required.
You reduce costs and improve the speed of your IT operations, while optimising how you use your IT resources by only using specialised skills and expertise where you get most return on your IT investment.
How can we get started with Co-Managed IT?
Getting started with Co-Managed IT is a three step process.
Step 1: Scope support
We’ll look at your IT needs, what level of IT support you need, and what IT success looks like for you, before walking you through your Co-Managed IT support options to create a customised package that suits your needs.
You decide:
- How many ways you’ll allow people to log IT support requests.
- How you want to handle support requests that don’t require specialised support.
- What support requests require management approval.
- Whether you’ll handle some specialised IT requests in house.
- Whether to outsource specialised IT requests to your incumbent IT provider or appoint a new outsourced IT support team.
You’ll be sent a detailed service level agreement outlining roles and responsibilities in plain language, with no weasel clauses, exclusions, or sneaky hidden fees. You'll know exactly what you're paying for and what you can expect.
Once the paperwork is signed we’re ready to get started.
Step 2: Pilot deployment
We set up a pilot deployment of your Co-Managed IT service desk. This is the first step to putting you back in control of your IT.
- Test email and phone numbers.
- Make sure any issues you can’t solve are sent to your IT provider.
- At this point all tickets might still be sent to your external provider.
Step 3: Deploy automated support
We turn on automated support ticket analysis to reduce the amount of IT support work sent to your external provider.
At that point you can renegotiate your contract with your IT provider, and you’ll start to see a substantial improvement in ticket response time.
What IT tasks have you automated?
We’ve identified and automated job requests for more than 40 non-specialist IT tasks any admin person can do. More automations are in the pipeline.
Automation Capabilities |
|||
Email Management |
Access Control Management |
Process Management |
Under Development |
Add/Remove Access to Mail Dist List |
Account Locked Out |
Automated Desktop Build |
Level 3 Escalation tools |
Get User Account Details |
Add/Remove User from Groups |
Windows 10 Install Network Printer |
NOC/SOC |
Grant Mailbox Permission |
Bulk Add/Remove Users to Group |
Windows 10 Performance |
Firewall (changes and incident management) |
Grant Bulk Mailbox Permissions |
Bulk Update User Details |
Windows 10 Outlook |
Infrastructure (IE reboot hyper V guest) |
Setup Mail Forwarding |
Change Calendar Permissions |
Outlook Mail Flow Troubleshooting (Cloud Hybrid) |
App Monitoring and Evaluation |
Whitelist Email Package |
Change User Details |
Microsoft Teams Troubleshooting |
Line of business apps (IE Salesforce) |
Blacklist Emails |
Manage User Licenses |
Third Party Software Installation |
|
Release Quarantined Emails |
New User |
Printer Troubleshooting |
|
Create Shared Mailbox |
Re-allocate User License |
Office Troubleshooting |
|
Delete Mail Contacts |
Re-enable Terminated Account |
Internet Troubleshooting (Server Initiated) |
|
Create Mail Contacts |
Reset Network Password |
OneDrive Troubleshooting |
|
Send SMS to User |
Create Shared Mailbox |
||
Terminate User |
Create Groups |
||
Upload Staff Photo |
File Share Security Change |
||
Grant Mailbox Permissions in Bulk |
Modify DL Settings |
||
SharePoint Permissions |
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Collect Client Environment Details |
Talk to us about Co-Managed IT
Take back control and get the IT support you need faster and for less.