What Is Included in Managed IT Services?
The full list of what a complete managed IT agreement should cover.
A complete managed IT agreement covers support, monitoring, patching, security, backups, identity, vendor management and strategic planning. If a proposal is missing several of these, you are looking at a help desk contract, not managed IT.
Support and monitoring
- Help desk for users: phone, email and remote sessions, plus on-site visits when a hands-on fix is needed.
- 24/7 monitoring of servers, network gear, workstations and cloud services, with alerts routed to engineers.
- Patch management for operating systems and third-party applications on a defined schedule.
- Asset management: an accurate inventory of every device and license you own.
Security
- Endpoint detection and response (EDR) on every computer, not just antivirus.
- Multi-factor authentication enforced on email and remote access.
- Email and web filtering, encryption, and recurring security awareness training with phishing tests.
- Firewall management and configuration hardening.
Backup and recovery
Backups that are monitored, tested and verified, with retention, encryption and geographic redundancy, plus a disaster recovery plan reviewed against your recovery time and recovery point targets.
Identity and lifecycle
User onboarding and offboarding, permission reviews, and lifecycle planning so hardware is replaced on a schedule instead of when it dies.
Vendor management
Your provider should be the one on hold with the internet carrier, the phone vendor and the line-of-business software company, not you.
Strategic leadership
A dedicated vCIO who runs quarterly business reviews, builds the technology roadmap and forecasts the budget. See what is a vCIO.
What Mentis Group includes
Our Fully Managed IT program includes everything above, plus unlimited 24x7x365 remote and on-site support and recurring technology alignment reviews against more than 350 technical and security standards. Deeper protections such as SOC, MDR and SIEM are available through our Enhanced Cybersecurity program. For how all of this is typically priced, read how much managed IT services cost, and for the plain-English definition see what are managed IT services.
Have a question about your own environment? Schedule a consultation with Mentis Group or call (866) 901-7808.