Managed IT Services are IT technology services delivered by Managed Service Providers (MSPs). MSPs function as either your IT department for SMBs or an extension of your internal IT team for larger organisations and enterprises. An MSPs role can range from supporting specific platforms or functions, like 24×7 help desk services, cybersecurity or cloud computing, to overseeing your entire IT infrastructure to ensure business continuity and seamless support for both staff and clients.
A full service Managed Service Provider, refers to the outsourcing of all IT functions to a third-party provider. These providers take responsibility for the ongoing management, maintenance, and support of your IT systems, allowing your internal teams to focus on strategic initiatives rather than day-to-day tech issues. MSPs achieve this with specialised monitoring software, productivity tools, a friendly help desk and onsite IT support and training. The goal is to ensure that your IT environment is always secure, up-to-date, and aligned with your business goals.
This article explores what Managed IT Services entail, the types of services typically offered, how to choose the right provider, what’s included, and why partnering with a Managed Services Provider (MSP) such as PIP is essential for modern businesses.
How Do Managed IT Services Work?
Managed IT Services follow a structured, proactive model in which a Managed Service Provider (MSP) assumes responsibility for the ongoing management and support of a company’s IT systems. This partnership is formalised through a Managed Service Agreement (MSA), which clearly defines the scope of services, responsibilities, and performance expectations.
Typically, the service is delivered on a per-user, per-month subscription model basis. This predictable pricing model includes all core software, management tools, ongoing IT support, and regular reporting. It ensures businesses receive comprehensive, enterprise-grade IT support without the unpredictability of ad hoc costs—making it easier to budget, scale, and plan for future growth.
Initially, an MSP will conduct a comprehensive audit of your existing IT systems at your site or sites during this audit the MSP will examine and collect –
- Current software used for business workflows.
- What backup systems are in place and are they working.
- All vendor and warranty information.
- What Virus, Malware and Cybersecurity systems are in place.
- Record all devices and age of devices for an asset register.
- Current IT policies and procedures.
- Record current workflows in all aspects of your business.
After this initial consultation the MSP will go away and device a comprehensive plan for “onboarding” your business. This plan will suggest the initial changes to be made to your infrastructure, software, security, procedures and perhaps even culture to improve business flow, save costs, tighten security, protect data and enhance workflows and communications. Your MSP will typically also install their own remote monitoring and management (RMM) tools on your devices. These tools provide direct access to these devices, to provide monitoring, patching, remote access and in many cases advanced AI security systems.
After the initial onboarding is complete, your business should be performing daily operations hassle free, highly protected, secure from cyber threats and running relatively IT hassle free.
From this point on an MSP takes on the role of –
- Monitoring all PC’s, Notebooks, Servers, Mobile Devices health in real time
- Monitor all devices for Virus, Malware and suspicious activity
- Applying software updates and patches to all Operating systems such as Windows, Mac (IOS) and Linux
- Applying Firmware updates to devices such as routers and switches.
- Have a complete asset register of all devices.
- Record and document all licenses and service agreements.
- Provide a friendly helpful Help Desk Service.
- Detect and respond to security threats.
- Provide remote Support Services.
- Provide Onsite Support on fixed days.
- Provide Onsite Support Services on call.
- Supply management with reports on actions taken, support calls and any other IT issues for the period.
All PIP MSP clients receive a dedicated account manager and a senior engineer who become familiar with the business’s IT environment. Regular check-ins, monthly on-site visits, and strategic reviews are a part of all our well-structured managed service agreements.
What Is Included in Managed Services?
A PIP Managed service is tailored to meet the specific needs of each business. We examine each clients needs, budgets and business requirements into consideration for every agreement. However, our core offerings include:
Core Services of PIPs Managed Services:
- 24/7 Help Desk Support: Unlimited access to technical support for end users.
- Remote Monitoring & Management: Continuous oversight of servers, workstations, and networks.
- Patch Management: Regular updates to operating systems and applications.
- Backup & Disaster Recovery: Automated backups and recovery plans to ensure business continuity.
- Cybersecurity: Antivirus, firewall management, phishing protection, and compliance monitoring.
- Cloud Services: Hosting, email, and storage solutions.
- Asset & License Management: Tracking of hardware, software, and warranties.
- Dedicated Account Manager: A person who knows your site in detail and you can contact anytime for quick easy advise.
- Periodical Reports: Reports typically sent to management detailing the IT problems, events and enhancements for the period.
- Onsite Support: Sometimes things cannot be fixed via remote support, our technicians are available day and night for your convenience.
- Governance and Compliance: Provide guidelines, reports and clarifications to support your adherence to the ASD Essential 8 or ISO 27001.
Optional IT Managed Services Add-ons:
- Microsoft 365 licensing and support
- Microsoft Advanced threat protection
- Cloud-to-cloud backup
- On-premise to Cloud Backups
- Strategic IT consulting
- Software Development
That list is far from exhaustive. Managed IT service providers (MSPs) are equipped to support any technology and IT requirements a business may have—from migrating to cloud platforms and modernising legacy systems, to implementing new infrastructure and software solutions. Many MSPs also specialise in regulatory compliance for specific industries, offering tailored expertise to help businesses meet legal and security standards.
MSPs also play a proactive role in identifying potential risks, optimising system performance, and helping businesses plan for future growth.
Larger organisations and enterprises partner with MSPs to supplement their internal IT teams—either by filling skill gaps, utilising PIPs datacentres or by taking over specific functions on a continuous basis. This approach not only boosts productivity and efficiency for in-house staff by streamlining workflows, but also enhances system uptime and reduces operational overhead.
What other Managed Services Models are there ?
In today’s complex and fast-evolving IT environments, businesses require more than just basic tech support—they need flexible, scalable service models that align with their unique operational goals. While traditional managed IT services focus on infrastructure and help desk support, the landscape has expanded to include a variety of specialised models. These models are designed to address everything from cybersecurity and cloud management to compliance, data analytics, and even strategic IT consulting.
As organisations grow and diversify, so do their technology needs. That’s why Managed Service Providers (MSPs) now offer tailored service models that can be fully outsourced, co-managed with internal teams, or delivered on a project-by-project basis. Understanding these different models is essential for choosing the right approach—one that not only supports day-to-day operations but also drives long-term innovation and resilience. In the sections that follow, we’ll explore the most common managed services models and how they can be applied to meet specific business challenges.
What Is Managed Infrastructure?
Managed Infrastructure refers to the outsourcing of an organisation’s core IT infrastructure—such as servers, networks, storage, and virtual environments—to a third-party provider, typically a Managed Service Provider (MSP). The MSP takes responsibility for the ongoing operation, maintenance, monitoring, and optimisation of these systems to ensure they remain secure, available, and high-performing.
This service model allows businesses to shift the burden of managing complex infrastructure to experts, as well as freeing themselves from mundane tasks such as ensuring every device, workstation and server is patched, secure and up to date. By eliminating all this infrastructure work, it frees the internal IT teams to focus on strategic initiatives.
Under a Managed Infrastructure arrangement PIP would be primarily responsible for –
- Keeping a track of all devices, Servers, Workstations, switches, routers and mobile devices in an asset register.
- Ensuring all devices where kept up to date with patches, firmware and security releases on an agreed timeline.
- Performing real-time IT network management and monitoring to monitor the performance, integrity and security of the underlying LAN.
- Suppling, supporting and monitoring a companies WAN and/or VPN.
- Suppling, supporting and monitoring the Internet connectivity to the organisation.
What is Cloud Managed Services?
Cloud Managed Services refer to the outsourcing of a company’s cloud-based infrastructure, applications, and operations to a third-party provider—commonly known as a Managed Cloud Service Provider (MCSP). These services are designed to help businesses optimise their use of cloud technologies while reducing the complexity, cost, and risk associated with managing cloud environments internally.
PIP provides Managed Cloud Services to its own privately owned cloud as well as to private clouds such as Azure and AWS. A cloud managed service can provide clients with a complete turn key solution for its entire business workflow in a cloud environment, significantly reducing the on-premises IT footprint, security needs and IT support.
As a Cloud Managed Service Provider, PIP would typically –
- Design a cloud environment that would accommodate your companies workflow.
- Calculate required resources to ensure smooth operation both today and into he future.
- Build your cloud infrastructure.
- Create a pilot program for for cloud workplace.
- Migrate your workflow to the cloud at a pace in line with your business goals.
- Provide ongoing cloud infrastructure management includes provisioning, monitoring, and maintaining cloud servers, storage, and networking resources.
- Provide data security and data protection through firewalls, encryption, access controls, and compliance with standards like ISO27001.
- Implement regular automated backups and failover systems to ensure business continuity.
- Regularly test data backup system, failovers and system recovery’s on a scheduled basis.
- PIP handles all software and system updates, patches and performance tuning, removing the burden of upkeep from internal teams.
- 24/7 Help Desk support from our Sydney based NOC, with teams familiar with the your environment providing fast, informed assistance.
What is Managed Services for Microsoft 365?
Managed Services for Office 365 refers to a suite of outsourced IT support and administration services designed to help businesses get the most out of their Microsoft 365 environment. These services are delivered by Managed Service Providers (MSPs) who take responsibility for the setup, maintenance, security, and user support of Microsoft 365 applications such as Outlook, Teams, SharePoint, OneDrive, and the Office suite.
PIP has been a Microsoft Partner for over 30 years and is a reseller of all things Microsoft including Microsoft 365 (formally Office 365).
Microsoft 365 is Microsoft’s flagship productivity suite and is offered in a cloud-based access environment. In this environment, the essential tools like Outlook, Teams, SharePoint, and the Office suite, along with advanced features such as AI-powered assistants like Copilot connect together and provide access to users anywhere and from any device. For many organisations, it represents their first step into cloud computing—and having a trusted partner like PIP can make all the difference. By managing licensing, training, and ongoing administration, PIP ensures your business gets the full value from Microsoft 365’s capabilities.
Partnering with a managed service provider also means you’ll have the right tools configured for your specific needs—without overspending on features you don’t use. With expert guidance, your team can work more efficiently, collaborate seamlessly, and stay secure, all while reducing the burden on internal IT resources. It’s a smarter, more strategic way to adopt and manage Microsoft’s powerful suite of cloud services.
Advantages of a Managed IT Service Provider
Partnering with an MSP offers numerous benefits:
Cost Efficiency of Managed Services
Managed services are typically billed on a predictable monthly basis, helping businesses avoid large capital expenditures. The cost of onboarding is often subsidised or built into the monthly fee if a contract is signed, making the transition cost-effective.
After streamlining business practices, eliminating downtime and freeing all staff from IT problem solving, a PIP managed IT service quickly pays for itself.
For larger organisations, one of the most immediate savings comes from eliminating the need for in-house IT team. Managed Service Providers (MSPs) offer access to a full team of experts across various disciplines—networking, cybersecurity, cloud, and support—at a fraction of the cost of hiring and training full-time staff.
Access to Skilled and Varied Expertise
One of the most powerful benefits of engaging with Managed Services Providers (MSP) like PIP is the immediate access to a broad and deep pool of IT expertise. Unlike relying on a single in-house technician or generalist, our clients gain the support of a full team of specialists—each with strong capabilities in their respective fields, from cybersecurity and cloud infrastructure to networking, compliance, and end-user support. This diversity of talent ensures that no matter the challenge, there’s always someone with the right knowledge to resolve it quickly and effectively
Proactive Monitoring Minimises Downtime
Real-time monitoring and proactive maintenance help prevent issues before they escalate into costly outages. For example, PIP’s Remote Monitoring and Management (RMM) software alerts the help desk to potential problems, allowing for immediate remediation. This reduces downtime, which can be extremely expensive in terms of lost productivity and revenue to business operations.
Managed Services Provide Complete Scalability to your Business
Having a Managed Service Provider (MSP) look after your business gives you access to truly scalable IT solutions—whether your organisation is growing, downsizing, or simply evolving. MSPs are built to flex with your needs. As your business expands, they can quickly scale up services like cloud infrastructure, user support, cybersecurity, and licensing without the delays or costs of hiring and training new staff. Conversely, if your business contracts or restructures, your IT services can be scaled down just as easily, helping you avoid unnecessary overhead and maintain cost efficiency.
This flexibility is possible because MSPs operate with a broad base of clients and a deep bench of technical expertise. At PIP, for example, we support businesses across a wide range of industries and sizes, which means we’re constantly adapting to different operational models, compliance requirements, and technology stacks. We maintain dedicated teams for every major IT function—cloud, networking, security, support, and strategy—so we can respond quickly to changes in your business. Whether you need to onboard 50 new users, migrate to a new platform, or streamline your infrastructure, we have the tools and people in place to make it happen smoothly and efficiently.
Managed Services Provides Enhanced Security
Under a managed services agreement, PIP deploys advanced antivirus and anti-malware solutions to protect against viruses, trojans, ransomware, and phishing attacks. These tools are continuously updated and monitored to ensure they respond to the latest threats. Additionally, PIP configures and enforces multi-factor authentication (MFA) across all user accounts and systems, adding a critical layer of protection for logins, remote access, and cloud services.
What makes this approach especially effective is that it’s not just reactive—it’s proactive and scalable. PIP maintains a real-time monitoring system that watches over your entire IT environment, alerting the help desk to any suspicious activity or system anomalies. This allows for immediate response and resolution, reducing the risk of breaches and downtime. Whether your business is growing, shifting to remote work, or adopting new technologies, PIP’s cybersecurity systems scale with you—ensuring consistent protection without compromising performance or usability.
Quick, Easy Compliance with IT Managed Services
A Managed Service Agreement (MSA) plays a critical role in helping your organisation stay compliant with industry regulations, government standards, and sector-specific requirements. By partnering with a Managed Service Provider (MSP) like PIP, you gain access to structured processes, expert oversight, and purpose-built systems that are designed to align your IT operations with the latest compliance frameworks.
PIP’s cybersecurity services are built on globally recognised standards such as ISO 27001, the Australian Signals Directorate (ASD) Essential Eight, and the NIST Cybersecurity Framework. PIP’s managed services include multi-factor authentication, endpoint protection, firewall management, and secure backup solutions—all aligned with regulatory expectations for data protection. For example, the Australian Government’s Cyber Security Strategy emphasises the need for threat blocking, critical infrastructure protection, and compliance uplift—all of which are addressed through managed services.
Staff Focus on Core Business
MSPs streamline IT operations, allowing internal teams to focus on strategic projects rather than routine maintenance. In smaller environments it frees the office manager or CFO from putting on their IT hat several times per day. This boosts overall productivity and ensures that technology investments are aligned with business goals. The latest research suggests managed services can reduce IT costs by 25–45% and increase operational efficiency by up to 65%
Why Partnering with a Managed Service Provider Is Essential
Having a Managed Service Provider (MSP) look after your business is essential in today’s fast-paced, technology-driven environment. As organisations increasingly rely on digital systems to operate, the complexity of managing IT infrastructure, cybersecurity, compliance, and user support has grown exponentially. An MSP brings structure, expertise, and a proactive approach to these areas of information technology—ensuring your systems are not only functional but optimised, secure, and aligned with your business goals.
One of the most significant advantages of working with an MSP is access to a full team of IT professionals across every major IT discipline. Rather than relying on a small internal team or a single generalist, you gain the collective knowledge of professionals in cloud infrastructure, cybersecurity, networking, compliance, and end-user support. This depth of expertise allows your business to respond quickly to challenges, adopt new technologies with confidence, and stay ahead of industry trends—all without the overhead of hiring and training in-house staff.
MSPs also bring with them enterprise-grade tools and systems that would otherwise be out of reach for many small to medium-sized businesses. From real-time monitoring and automated patching to advanced threat detection and multi-factor authentication, these technologies are deployed and managed on your behalf. This not only enhances your cybersecurity posture but also ensures compliance with industry regulations and government standards—critical for sectors like healthcare, finance, and education.
What sets PIP Managed Services Apart ?
PIP’s ownership and operation of its own internet services (NBN, Ethernet and Fibre), national network infrastructure, datacentres, and private cloud is a defining strength that provides a clear competitive advantage and sets its managed services offering apart—especially for small to medium-sized businesses (SMBs) seeking enterprise-grade solutions at an SMB price point.
Unlike many MSPs that rely on third-party platforms, PIP delivers services through infrastructure it directly controls. This includes a nationwide network optimised for business-grade connectivity, ISO 27001-certified Australian datacentres, and a robust private cloud environment tailored for secure, high-performance hosting. This vertical integration allows PIP to offer unmatched reliability, security, and responsiveness.
But the infrastructure is only part of the story. What truly elevates PIP’s managed services is the talent behind it. With dedicated teams across every major IT discipline—networking, cloud, cybersecurity, support, and strategy—PIP brings a depth of expertise that’s typically only accessible to large enterprises. These teams don’t just manage systems; they bring insights from supporting a diverse portfolio of clients across industries. This exposure allows PIP to identify emerging trends, evolving threat, best practices, apply proven solutions, and continuously refine best practices that benefit every client.
For small businesses, this means access to a level of service, security, and strategic guidance that’s rarely available at their scale. Whether you’re hosting critical applications, managing compliance, or planning for growth, PIP’s infrastructure-backed managed services deliver the performance and peace of mind your business needs to thrive.
Whether you need full IT outsourcing, support for a specific project, or just help with compliance and security, PIP can tailor their managed services to any service level agreement to fit your needs, contact one of our friendly staff today.
