What is a managed service provider and how do they do IT support remotely?

Managed IT Support

What is a managed service provider and how do they do IT support remotely?I get asked many questions regarding IT and one of them is what is Managed Services and how do you do it.

Short brief summary of what is Managed Services?

Managed Services is a delivery model for small to medium businesses (SMB) and small to medium enterprises (SME) and it is redefines how IT Services are consumed.

The typical scenario for Managed Services is that you the customer are able to harness the skills and capabilities of a Managed Service Provider (MSP) who with the power of an Internet-enabled technology platform can provide an amount of IT Services when and how you need it, which is designed to fit perfectly into the cost structure of your SMB or SME i.e. it should be flexible.

Managed Services leverages technology advancements that allows the MSP to provide IT services to the customer that monitors and manages the IT infrastructure.  The technology that a typical MSP uses should be able to provide IT services as effectively as if they were on the customers site locally with capabilities to handle any emergency that may arise.

How MSP’s deliver support and services?

Managed Services is usually delivered by an MSP using software called Remote Monitoring and Management (RMM) on the customer’s internal network and through this software the MSP can gain access to remotely support and monitor the performance and health of the site.

The RMM technology that an MSP uses is created by many different software companies and is not something the customer purchases, it is used by the MSP who provides it as a service to the customer either as a tiered bundle or along with other support they provide.

Typically your MSP can provide these services but it not limited to these.

  • 24x7x365 Health and Performance Monitoring
  • Network management
  • Server management
  • Remote user support
  • Mobile device management
  • Data management
  • Backup & Disaster recovery management
  • Anti-Virus & Anti-Spam monitoring & management

Please if you have any questions regarding IT Managed Services please contact me I am more than happy to answer.

Shaun Goethals

Director / Principal Consultant at

My personal life is at the opposite end to the working life. I have a small property North of Melbourne with lots of animals a few kids and wife, I have been working in IT for over 15 years and in 2013 started IT System Solutions. My focus with IT is to support small to medium sized businesses who need reliable IT support and flexible solutions. We especially enjoy working with start-ups in helping them navigate the technology they need.

The Trustee for Shaun Goethals Trust


Information and communication technology

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Comments (2)
Wendy Huang

Wendy Huang, Full Time Blogger and YouTuber at A Custom Blog in 4 Minutes

These are certainly cheaper than hiring someone dedicated to looking after your computers, as long as the provider is responsive :D Thanks for the article Shaun!

Shaun Goethals

Shaun Goethals, Director / Principal Consultant at

Absolutely Wendy they need to be responsive. The tools that a managed service provider uses should allow for issues to be resolved and at minimum the small issues resolved before the customer has to alert the MSP i.e. running out of toner on the office printer frustrating to the customer but easy to monitor and alert the customer too. Beyond the managed service tools there should be access to a client portal for interaction between customer and MSP on logged tickets and a self-help knowledge base for the simple things that might just be needed to jog the memory of the customer when they are trying to add a network printer or set default home page etc….