Managed IT Services: Fully Managed and Co-Managed

Managed IT services are the ongoing operation of an organization’s technology by an outside provider: monitoring and maintaining infrastructure, supporting end users, managing devices, and protecting the environment for a predictable monthly cost. IT Solutions Technology Partners delivers managed IT through three offerings, Total IT, Total IT Co-Managed, and Amplify IT, so an organization with no internal IT staff and an organization with a capable internal team can each get the level of support that fits.

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What Organizations Ask Us Before They Switch

These five questions come up in nearly every conversation.

Why do our IT tickets take so long to get answered?

Response speed depends on how tickets are prioritized. IT Solutions Technology Partners scores every incident by business impact and urgency, so a company-wide outage engages a resource immediately while a single-user request is scheduled. Detection-generated tickets open automatically, without waiting for someone to report the problem.

Our internal IT person is stretched thin. Do we replace them or support them?

Support them, in most cases. ITS co-managed IT keeps your internal staff as the primary contact and adds the pieces that are hard to cover alone: 24×7 incident management, infrastructure and endpoint monitoring, patch management, cybersecurity, and escalation to specialists. Your team keeps ownership and gains depth behind it.

How do we get IT support after hours without putting someone on call?

ITS operates a service desk that is reachable 24 hours a day, every day, by portal, phone, and email. After-hours coverage is part of the service rather than a rotation your staff absorbs, and high-priority incidents are handled overnight and on weekends rather than queued for the next business day.

How do we stop the same problems from recurring?

Recurring issues usually trace to configuration drift or an unresolved root cause. ITS assigns a Technology Alignment Engineer who reviews the environment on a scheduled basis against a maintained standards library, corrects drift inside the contracted services, verifies that backups and monitoring agents are actually deployed, and works with the service desk on root cause.

We have no IT staff at all. Where does that leave us?

Fully managed IT from ITS covers the whole environment: infrastructure monitoring and patching, firewall management, 24×7 end-user support, device provisioning and lifecycle, employee onboarding and offboarding, cybersecurity, and cloud email and file backup. The Strategic Advisor handles planning so technology decisions are not left to whoever has time.

Managed IT Capabilities

Strategic Advisory and Technology Alignment

Every ITS managed IT client works with two named people rather than a queue. The Strategic Advisor is the ongoing point of contact, runs quarterly strategic reviews, and maintains a five-year technology roadmap. The Technology Alignment Engineer keeps the environment aligned to ITS standards, which are derived from NIST and CIS guidance.

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What’s Included:

Designated Strategic Advisor
Designated Technology Alignment Engineer
Quarterly strategic review meetings

Five-year technology roadmap
Scheduled environment alignment reviews
Documentation audits and standards remediation

Infrastructure Management and Optimization

Infrastructure management covers the systems everything else depends on: servers, hypervisors and virtual machines, firewalls, switches, wireless access points, and storage. ITS monitors these continuously, classifies alerts by severity, deploys patches on a scheduled cycle outside working hours, and accelerates vendor-critical updates when a risk warrants it.

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What’s Included:

24×7 incident management
Monitoring and alerting
Patch management

Firewall management
Server backup and disaster recovery (available)

Service Desk

When employees hit a technology problem, the work stops. ITS staffs a service desk reachable 24 hours a day by portal, phone, and email, covering operating systems, productivity and collaboration platforms, browsers, email clients, workstations, printers, and peripherals. Support for line-of-business and specialized applications is available where documentation and vendor support exist.

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What’s Included:

24×7 end-user support
Standard software and hardware support
Specialized and line-of-business software support

Incident, service request, and change management following ITIL practices
Monthly service reporting through the client portal

Workplace Services

Workplace services cover the device from purchase to retirement. Windows workstations acquired through ITS are built at the ITS Deployment Services Center: imaged to a documented standard, asset tagged, checked against the client’s business applications, then shipped ready to use. ITS monitors and patches them in service and revokes access securely when an employee leaves.

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What’s Included:

Employee onboarding and offboarding
Workstation provisioning at subsidized rates
Workstation monitoring and alerting

Workstation patch management
Workstation break/fix with warranty claim handling
Workstation inventory reporting

Cybersecurity

Managed IT from ITS includes a security baseline rather than treating protection as a separate purchase: endpoint detection and response, email threat monitoring, Microsoft 365 activity monitoring, security awareness training, dark web exposure alerts, multi-factor authentication, and web and DNS filtering. Deeper detection, response, and governance are available as added coverage.

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What’s Included:

Endpoint detection and response (EDR)
Email threat protection and monitoring
Security awareness training
Dark web monitoring

Microsoft 365 Shield alerts
Multi-factor authentication
Web and DNS protection

Fully managed, co-managed, or modular: which model fits?

IT Solutions Technology Partners delivers managed IT through three offerings. The difference is not the quality of coverage but who holds day-to-day responsibility for end users and how much of the environment ITS operates.

Feature	Total IT	Total IT Co-Managed	Amplify IT
Best suited to	Organizations with no internal IT staff, or an internal team focused elsewhere	Organizations with one senior IT professional or a small internal team	Organizations that need specific functions covered rather than a whole program
Your internal IT team	Not required	Remains primary contact for end users	Retains everything outside the selected functions
Strategic Advisor and Technology Alignment Engineer	Included	Included	Included with infrastructure coverage
24x7 incident management	Included	Included	Included with infrastructure coverage
Infrastructure monitoring, patching, firewall management	Included	Included	Available as a selected function
Server backup	Required, at additional charge	Required, at additional charge	Required with infrastructure coverage, at additional charge

Credentials and Expertise

Audited standards, partner designations, and documented delivery practices.

SOC 2 Type II

ITS maintains SOC 2 Type II compliance, an audited assessment of how security, availability, and confidentiality controls operate over time rather than at a single point.

SSAE 18 Type II

ITS is SSAE 18 Type II compliant, an attestation standard used by client auditors reviewing the controls of a service provider.

ITIL-Aligned Service Delivery

Incident management, service request management, and change management follow ITIL practices. That framework is what determines how a ticket is prioritized, when it escalates, and how a change is planned, communicated, and reviewed.

NIST and CIS Alignment

Technology Alignment Engineers measure client environments against an ITS standards library built on industry standards including NIST and CIS. Environments drift; scheduled reviews are how drift gets found before it becomes an incident.

Microsoft Solutions Partner

ITS holds Microsoft Solutions Partner designations for Modern Work and for Infrastructure, earned through verified performance and certified skills rather than self-declaration.

Managed IT Services FAQ

Q: What is the difference between managed IT and co-managed IT?

A: Fully managed IT means the provider operates the whole environment, including end-user support. Co-managed IT means an internal IT team stays in place and the provider supplements it, typically with 24×7 incident management, infrastructure and endpoint monitoring, patch management, cybersecurity, and specialist escalation. IT Solutions Technology Partners delivers the first as Total IT and the second as Total IT Co-Managed, and organizations move between them as staffing changes.

Q: What is a Technology Alignment Engineer?

A: A Technology Alignment Engineer is an ITS engineer assigned to find and fix problems before they reach users. The role reviews the environment on a scheduled basis against a maintained standards library derived from NIST and CIS guidance, corrects configuration drift, verifies that backups and monitoring agents are properly deployed, and audits documentation. It works alongside the Strategic Advisor, who owns the roadmap.

Q: How does ITS administer our Microsoft 365 environment?

A: ITS works inside the client’s own Microsoft 365 tenant through delegated administration rather than moving the environment elsewhere. The client appoints ITS as the Microsoft partner of record for that tenant and grants the administrative rights the service requires. Where license management is in scope, that covers procurement, provisioning, assignment, and renewal.

Q: What is not included in managed IT?

A: Managed IT covers ongoing operation and support. Work that falls outside it is scoped separately: new server, firewall, or network implementations, remediation projects, incident response and forensic investigation of a security breach, disaster recovery testing and runbook development, AI platform deployment and governance, and custom software development. Hardware, licenses, consumables, and vendor warranties are purchased by the client.

Q: How does onboarding work, and how long does it take?

A: ITS follows a defined sequence: a kick-off meeting, an assessment of the current environment, a strategic onboarding plan covering roadmap and risk, system integration and setup, phased deployment, and go-live with ongoing monitoring. Timeline depends on environment size and complexity, which the assessment establishes before deployment begins.

Managed IT Services, Sized to How Much Support You Need

What Organizations Ask Us Before They Switch

Fully managed, co-managed, or modular: which model fits?

Credentials and Expertise

Ready to Transform Your IT Infrastructure?

Managed IT Services FAQ

Managed IT Services, Sized to How Much Support You Need

What Organizations Ask Us Before They Switch

Success Stories

ITS Helped New England Construction Firm Minimize Damage from Devastating Ransomware Attack

Financial Consulting Firm Chooses IT Solutions for Advanced Security & Compliance Support

Law Firm Exchanges Servers for Cloud Solution Offering Improved Security and Savings

Credentials and Expertise

Ready to Transform Your IT Infrastructure?

Managed IT Services FAQ