Enabling your IT department to become a partner of business by means of managed services

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IT organizations today are tasked with managing an increasing variety of platforms and systems while innovating and adapting at an accelerated pace. When an organization can’t keep up or fails to meet business needs, companies are forced to drive their own innovation, intensifying pressure on costs and value. This shift requires different skills and a proactive mindset compared to a more stability-focused approach, and managed services can play a role in this transformation.

The focus on Change versus Run

In many smaller organizations, the IT team manages both the “maintenance” and “transformation” aspects of IT. A different approach is needed to maintain or revert an environment to its prior status (maintenance) versus one focused on continuous change. Yet, with the workload increasing and our reliance on IT growing, the focus should increasingly shift to “transformation,” with stability as a given.

The role of managed services in supporting change

However, if we halt the tasks that keep systems running, it can lead to overly rapid and excessive change. If we want an external party to take on some of these tasks, we’ll need to adjust our communication with end users and help them adapt their expectations. A good starting point is to outsource tasks that require less interaction with end users, such as infrastructure and networking. This allows the IT organization to adjust to a more formalized process and adopt a new role, one that’s more business-oriented rather than purely technical. 

The impact of managed services on the IT organization

During this transition, companies should remember that this new way of working might be perceived as a threat by the current IT team. In recent years, cost-saving was the main reason to switch to third-party managed services; for some companies, this still holds true, but now it’s also an operational necessity. IT staff will see a shift in their roles, but these roles won’t disappear.

Creating a multi-year plan for a smooth transition

By providing IT staff with new roles within the company, you can ensure that all tacit knowledge is retained and passed on. With a long-term plan for transition and development, this change can proceed smoothly for both staff and end users.

Bart Dix Managing Partner

Bart Dix

Managing Partner