The hidden risks of outsourcing IT support (and how to avoid them)

Outsourcing IT support can improve operational productivity, resilience and security when the right provider and service agreement are in place. As with any outsourced service, it is important to understand areas such as system ownership, pricing, provider security and response arrangements before choosing an MSP. 

Choosing a professional and experienced managed IT service provider helps ensure your business has the right technical expertise, processes and support in place from the outset.

In this article, we explore the potential risks of outsourcing IT support, what to look for and how the right approach can help to keep your IT systems robust, secure and productive.

What are the risks of outsourcing IT support?

When you’re considering using an external provider to manage any aspect of your business, weighing up the opportunities and risks is a sensible approach.

With this in mind, there are five important areas UK SMEs should consider when choosing an IT support provider and agreeing how the service will be delivered. 

• Loss of control

Outsourcing IT does involve sharing responsibility for the management of your systems, so it is important that ownership, access and responsibilities are clearly defined from the outset.

Having a responsive, local team who you have a professional relationship with can mitigate this area of concern, as they can share important information and keep you up to date with developments.

Learn more here: How to tell if your IT provider is any good

• Slow response

When choosing a managed IT service, it is important to understand their support hours, response times, escalation process and ability to provide onsite support when required.

Proactive, local engineers with some insight into your business can minimise the risk of slow response times by keeping closer contact with you in order to make sure outages are resolved efficiently. 

Explore more details here: How to choose an IT support company. 

• Provider security

As an IT provider may have privileged access to your systems, it is important to understand the security measures they have in place to protect both their own environment and their customers.

Robust endpoint protection, multifactor authentication and regular backups are required to safeguard your systems.

In fact, third-party involvement in IT breaches doubled from 15% to 30% year on year, according to recent research. This demonstrates that completing appropriate vetting of an accredited provider could make all the difference for your business’s security.

At Integrity, we hold a variety of industry accreditations, including Cyber Essentials Plus certification, and are both a Microsoft Solutions Partner and Sophos Gold Partner, enabling us to help protect your organisation from a range of cyber threats.

• Lock-in

Being locked-in to one contract with an external provider who manages your systems may be an issue if you want to explore alternative solutions or are looking to bring control back in-house.

A clear contract should set out termination and handover arrangements, ownership of systems and data, access to administrative credentials, documentation requirements and any applicable exit costs or timescales.

• Hidden costs

A quote that offers managed IT support at an enticing price level could be difficult to turn down. Nevertheless, cheap quotes often exclude crucial services, such as comprehensive anti-virus and data backups. This could cost your business more over the long run.

Transparent pricing with no hidden extras is an essential part of a service agreement with a professional managed IT support provider. Knowing exactly how much the service will cost you enables you to plan effectively for future goals and workflows.

Browse more information in our article: Is outsourcing IT cheaper than an in-house team? The real numbers

We can help with outsourcing IT support advice

If you’re considering choosing an external provider for IT support, then selecting the right one for your business could be a game changer. Talk to our friendly team of experts about your current IT requirements and find out how Integrity can provide secure, responsive and transparent managed IT support for your business.

Join our new cyber awareness training session following Cyber Awareness Month

Following Cyber Awareness Month, we’re introducing a new open Cyber Awareness Training session designed to make professional cyber security training more accessible to smaller businesses and organisations.

Traditionally, our cyber awareness training is delivered as a dedicated session for a single organisation. While constructive, this can be less cost-effective for smaller businesses that only have a handful of employees requiring training. This new approach allows organisations to book individual places, providing access to the same professional training without the cost of arranging a private session.

First session is 25th November at ECO HQ, Annan, DG12 6TZ. 9:30 am – 11:30 am

Introductory offer: £45 per person

Limited spaces available

To reserve a place for yourself or a member of your team, contact Integrity on 01228 594682 or email info@integrityoffice.co.uk

Key Topics Covered:

• Recognising phishing attempts and other social engineering tactics.
• Password security and multi-factor authentication (MFA).
• Risks associated with public Wi-Fi and unsecured devices.
• Identifying and responding to suspicious emails and links.
• Cyber hygiene tips for maintaining secure work environments
• How cyber criminals are using AI to create more convincing phishing and social engineering attacks. 

This interactive training will include live demonstrations, practical examples, and opportunities for questions, ensuring participants gain valuable, actionable insights. Attendees will leave with increased cyber awareness, practical skills they can apply in the workplace and a certificate confirming completion of the training.