One of the marketing tag lines we’ve referenced in our history is “We can be your IT department, or we can be your IT department’s best resource” However, we often find prospects with existing internal IT resources will often want to consider engaging us, but are unsure where the best places to outsource may be, and what would best be left for the internal IT team.
As a result, we’ve developed our IT Pyramid as we’ve found it helps to provide context as to the various aspects of supporting the IT role in an organization, and lends a way to start this discussion.
As with a pyramid (or a house, for that matter), you have to have a solid foundation in order to have stability as you work your way up. From an IT perspective, that starts with the Infrastructure – all of the servers, storage, and networking infrastructure, as well as cloud services, be they Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (PaaS), or otherwise. The ability to support these items requires regular training and exposure, and often lends itself to be the foundation of outsourcing as internal resources are simply not exposed to new technologies at the same frequency as a service provider.
The second level are all of the Systems that go into keeping a healthy environment. This includes things like backup, antivirus (AV), other new/advanced security offerings like MDR, application whitelisting, SIEM, and of course patch management. All of these things are often currently handled by the internal IT department (or we hope they are!), but due to economies of scale, this is also an area where it often makes sense to outsource. It’s not necessarily all or nothing, nor has to happen all at once. We’re working with prospect currently who are trying to integrate us into their internal staff. The methodology that we’re following is to quote them to take over these sort of Systems services 90 days prior to when they are due to renew the software necessary for their existing solution. For example, when they would normally renew the software necessary for their current patch management software, we would provide the proposal to take over patch management of their environment.
The third level is where internal IT starts to take over – Endpoints. Supporting users with their use of desktops, laptops, PCs, tablets, phones. The fourth level also makes sense to be handled in house – application support – helping users with access to and use of the applications that run the business. Lastly, if IT does well, they are facilitating access to data, from which business decisions can be made quicker, seamlessly, and ultimately, change the IT department from being seen as a cost center to actually delivering business value.
For those without internal IT, Suite3 handles all five levels. However, for larger organizations, we find integrations of this kind with a clear understanding of our role vs the role of internal IT often provides a more stable, and more cost-effective, outcome than simply building out an internal environment alone.