Emma Davies
Posted on 20th March 2025
Outsourcing your IT can take your technology from a challenge to a powerful asset that supports your business growth. But should you choose IT support or fully managed IT services?
In this blog, we’ll break down the key differences, drawing on our 40+ years of industry experience at EBS to help you decide which option best suits your needs.
Defining IT Support vs IT Managed Services
Let’s start by defining exactly what IT support and IT managed services are.
What is IT Support?
IT support focuses on resolving technical issues when they arise, ensuring your business can operate without disruption. Whether it’s an internet outage, software failure, or a broken device, IT teams step in to diagnose and fix the problem.
Support can be provided in various ways, including:
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Remote troubleshooting to quickly address software and connectivity issues
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On-site repairs for hardware failures and physical IT infrastructure
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Helpdesk support for everyday IT queries and system assistance
Most businesses turn to IT support when they experience a problem, making it a reactive service.
What are Managed IT Services?
Managed IT services take a proactive and strategic approach to IT management. Instead of waiting for issues to disrupt operations, managed service providers (MSPs) monitor, maintain, and optimise your entire IT infrastructure around the clock.
Whilst the service offerings of each MSP differ, most MSPS offer:
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Resolving technical issues – this can involve any of the services covered by standard IT support, like a helpdesk or on-site repairs
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Cyber security protection – safeguarding systems against cyber threats and data breaches
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Cloud computing and data backups – ensuring secure storage, disaster recovery, and easy access to your systems from anywhere
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IT strategy and consultancy – aligning technology with business growth goals
Related Article: What Are Managed IT Services?
Key Differences Between IT Support & Managed Services
IT support services offer essential troubleshooting – while managed services also provide this, their service offerings extend to include continuous, strategic oversight of your IT infrastructure. Let’s take a closer look at the major differences, using examples of businesses across a range of industries.
Scope: Reactive Support vs Proactive IT Management
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IT Support: A design agency experiences software compatibility issues after a new update. They contact their IT support provider, who quickly diagnoses the problem and applies a fix. The agency appreciates the fast response, but the provider was not aware of the issue beforehand, leading to minor workflow disruption.
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Managed IT Services: A marketing consultancy using managed IT services has regular software monitoring and updates included in their plan. Their provider detects the potential software conflict in advance and resolves it before employees even notice, keeping operations running smoothly.
Service Model: Pay-as-You-Go vs Fixed Monthly Fee
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IT Support: A small legal firm opts for IT support on an as-needed basis. They call their provider whenever they require technical assistance, whether it’s for troubleshooting email access or setting up a new workstation. Although they only pay for what they need, costs are unpredictable and can build up quickly.
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Managed IT Services: A growing e-commerce company relies on ongoing managed IT services to keep their website, payment systems, and inventory software running smoothly. Their provider offers continuous support, security monitoring, and cloud backups, ensuring a positive experience for customers. The predictable, fixed-cost model allows them to scale their IT infrastructure without unexpected expenses.
Long-Term Strategy: Immediate Fixes vs Business Growth Alignment
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IT Support: A construction firm is expanding its operations and adding new staff. As project demands increase, they suddenly experience network slowdowns and system crashes, affecting project management software and communication tools. They reach out to their IT support provider, who diagnoses the issue and upgrades their network capacity.
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Managed IT Services: A financial services provider works with a managed IT service provider to develop a long-term IT strategy to support their expansion plans. Their MSP not only ensures system security and compliance but also helps them transition to cloud-based operations to improve scalability and operational efficiency. Instead of only reacting to IT problems when they happen, the MSP provides both technical support and ongoing management that aligns the technology with their growth plans.
Choosing Between IT Support and Managed Services
The right IT approach depends on your company’s size, goals, and reliance on technology.
Traditional IT support is a good option if:
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You have simple IT needs and only require occasional troubleshooting.
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Your internal team can manage the majority of your IT in-house but need expert help from time to time.
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You prefer a pay-as-you-go model rather than a monthly contract.
In contrast, managed IT services provide a more strategic and scalable approach. This makes them a better option if:
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Technology is slowing you down, and you’re dealing with constant fixes. A good MSP will set your technology up for success from the start, so that these issues crop up significantly less. They’ll also monitor your systems so that they can catch problems ahead of time.
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Your business is growing, and you need IT solutions that scale with you. Managed service providers monitor your systems and ensure that they can keep up as you continue to grow. When it’s time to upgrade, they’ll recommend the best way forward for your business and your budget, helping you to make fully informed decisions.
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You don’t currently have cyber security measures in place, or you aren’t sure that they’re keeping you safe. Any business can be affected by cyber attacks, with 50% of businesses reporting experiencing a cyber attack in 2024 (Cyber Breaches Survey). Working with an MSP that prioritises cyber security means getting the peace of mind that in the event of a cyber attack, your systems won’t be compromised.
Related: 12 Benefits of Managed IT Services
What Makes Managed IT Services Worth the Investment?
The real value of managed IT services? Your business success.
Technology can either hold you back or propel you forward. With the right IT strategy, you gain the efficiency, security, and competitive edge needed to stay ahead.
An real-life example of this is our work with Trafalgar Scientific at EBS. The business was struggling with outdated systems, which were having a detrimental effect on their operations.
We approached these issues in phases, with immediate fixes coming first, followed by long-term solutions to keep their technology stable into the future. This approach was highly successful, with one of the highlights being a three-week pricing review being refined into a two-day process. The amount of time this saves internal resources is invaluable.
We would not have been as successful as we have been without the support of EBS. They are a wonderful asset to the business.
How to Choose the Right IT Managed Services Provider
We’ve covered why working with an IT managed services provider is worthwhile – but this only applies if you choose the right one.
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When looking at MSPs, make sure that they have a proven track record. Customer reviews are a good indication of their reliability, but case studies show you exactly how they solve their clients’ issues – and how they could solve yours. Case studies of businesses in your industry will give you an especially good idea of how they can support your business.
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It’s also important to check what’s included in the managed services. This can be different for each business, so ensure it’s clearly outlined and you’re getting everything that you need. Building on this, you should have full confidence in how they handle cyber security – ask what measures they put in place and how they work.
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Finally, check on their certifications and partnerships. Cyber Essentials Plus is the core certification that all MSPs should have, as it proves that they meet the security standards outlined by the Government.
Partnerships with leading brands like Microsoft and HP indicate the quality of the technology they provide, ensuring reliable and high-performing IT solutions.
EBS: For Client-First Managed IT Support
Ready to take the first step towards better technology?
Here’s what you can expect from our managed IT support at EBS:
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Time back in your hands. Focus solely on your business, knowing that every aspect of your technology is being handled by specialists.
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Quarterly account meetings with your dedicated account manager. Complete visibility over how your technology is actively supporting your business goals, from an IT professional who knows your business back to front.
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Responses when you need them. Our premium SLAs ensure you’re never stuck with a technical issue – and we never leave you without a response.
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The best customer service in the industry. With a 98% customer satisfaction score, our team are the go-to choice for managed IT services that put you first.
Take your business further. Explore what’s included in our managed IT support.
Frequently Asked Questions
Got questions about IT support or managed IT services? We’re here to help. Reach out to our team at EBS for expert guidance.
What are the challenges of IT support compared to managed IT services?
IT support works well for companies with occasional IT issues, but because IT support is reactive, businesses may experience unexpected downtime if issues arise.
Managed IT services offer a more proactive approach, preventing problems before they disrupt operations. With continuous monitoring, security updates, and long-term IT planning, businesses can stay ahead of technology challenges rather than just responding to them.
What is an example of IT managed services?
An example of IT managed services is a financial services firm handling sensitive client data. The firm needs cyber security, compliance monitoring, and backup solutions. Instead of calling IT support for individual issues, they switch to managed IT services. Their provider takes on the responsibility of monitoring and maintain their system, prevents cyber threats, ensures compliance, and manages cloud backups, keeping their operations secure and uninterrupted.
