In-House VS Outsourced IT Service Providers: Which is Best?

If you are reading this, you probably already realise the importance of keeping your IT systems and infrastructure safe and secure.  

But, should you be hiring an in-house IT team or investing in outside IT service providers? 

The reality is, both have their pros and cons, so you need to decide which one is a more cost-effective and beneficial option for you.   

By the end of this article, you’ll know which one is a better fit for your company’s IT infrastructure.  

Let’s start.  

In-House VS Outsourced IT Services: What’s the Difference? 

Before we dive into the merits and demerits of managed and in-house IT services, it’s important to have a clear understanding of both.  

In-House IT Staff 

An in-house IT staff, as the name suggests, is a team of IT professionals you hire to take care of your IT infrastructure and users.  

It’s composed of dedicated full-time employees with clearly assigned responsibilities.  

The responsibilities of an in-house IT staff member include: 

  • Maintaining the network  
  • Providing support and devices 
  • Deliver training to users 

Although they typically handle every IT task, it’s not uncommon for an in-house staff member to call for external help when needed.  

External IT help may be required sometimes to supplement the in-house skills or manage the workload more efficiently.  

Outsourced IT Providers 

Outsourced IT service providers are of two kinds.  

Break/Fix IT Service Providers 

Companies hire break/fix IT services typically on a temporary basis when something in their IT systems and infrastructure needs fixing.  

These services are essentially pay-as-you-go, which makes them a short-term solution.  

Managed IT Service Providers (MSPs) 

Managed IT services or MSPs are organisations that offer A-Z IT services to other organisations.  

So, you hire an MSP and they take of your systems and infrastructure for you. Managed IT service providers and an in-house IT staff have somewhat similar responsibilities.  

From implementing firewalls to monitoring threats, MSPs handle everything for a monthly fee.  

You can, of course, ask for specific services instead of paying for an all-in-one package.  

These services include: 

  • Cybersecurity awareness training 
  • Strategic IT advice 
  • Guidance 
  • Resource coordination 

In-House IT Staff VS Outsourced IT Service Providers: Which One to Use? 

Let’s now take a look at the pros and cons of in-house and managed IT services.  

In-House IT Staff 

Pros 

Specialisation  

One prominent benefit of an in-house IT staff is that you can train them for specific tasks relatively easily.  

As a result, they form a reliable and consistent support backup for your organisation.  

Organisational Knowledge 

A dedicated full-time IT team would know more about your organisation than a one-time external service provider.  

They’d know its history, what strategies work the best, and have better access to resources within the organisation.  

As a result, an in-house team is better able to address the challenges faced by your company.  

Cons 

Expensive 

The in-house hiring process can be exhausting. Plus, managing an in-house team is expensive. After all, they are on your payroll.  

So, even if you are not using a resource, you’d have to keep paying them month after month.  

Limited Resources 

It wouldn’t be realistic to expect a small IT team to have the skill to take care of every issue. It might need the assistance of an external organisation to tackle some specific situations.  

Break/Fix IT Service Providers 

Pros 

Access 

Working with a break/fix IT service means you have access to a variety of IT skills round the clock.  

So, you don’t have to worry about waiting for the next business day or hours to get something fixed.  

Awareness 

Because break/fix IT services work with a variety of clients, they may be able to diagnose and fix a problem relatively quickly.  

Flexibility 

While hiring an in-house team, you typically have to create a contract, which means you are bound with your employees for a certain period.  

However, with a break/fix IT service, you work as long as you want. If you think they aren’t providing the services you expected, you can always move on.  

Cons 

Inconsistent 

The quality of the service may not always be great when you are working with a break/fix service. 

This is because you’ll mostly be working with different people with varying skill levels and approaches.  

Managed IT Services 

Pros 

Proactive 

MSPs are dedicated IT services equipped to handle a variety of IT-related jobs. These companies work with different clients and stay updated on the latest trends.  

As a result, you don’t have to worry about training your staff and can focus on growing your business with peace of mind.  

Certifications 

MSP members typically have the latest certifications, which helps them implement the latest security solutions for your organisation.  

Cons 

Not for Every Organisation  

You need to find the most cost-effective solution for your organisation, and MSPs aren’t suitable for everyone.   

For instance, if you have five or fewer employees, working with an MSP might be an overkill.  

Contract 

MSPs are typically contract-based, so you’d be paying a monthly fee for their services.  

If at any point, you want to opt out of the agreement, you’ll probably have to pay a fee to end the contract early.   

In-House VS Outsourced: Which IT Solution is Right for You? 

By now, you should have a good understanding of how in-house and outsourced IT services work.  

We’ve talked about their merits and demerits so that you can hire the right IT people for your organisation.   

The type of IT service you should work with depends on your organisational needs.  

Large companies often don’t rely on a single resource; their in-house IT team gets support from outside service providers.  

But, of course, large organisations can afford to do that.  

Small companies aren’t typically equipped with the resources to handle a full-time in-house IT team.  

As a result, an MSP or break/fix IT service seems like a more cost-effective option.  

That said, there’s more to selecting an IT service than your organisation’s size, which is where this article is going to help you out.   

Think managed IT services are right for your business? 

Get in Touch! 

vCIO

BusinessONE also provides quarterly planning and review sessions with a virtual Chief Information Officer (vCIO), who will consult and work with you and your team to approach IT strategically in an ever-changing environment and to keep you ahead of your competitors.

Training

All BusinessONE support levels include virtual training.

Training is essential to help your staff get the most out of Microsoft 365. Training is provided via Microsoft Teams and is generic on a topic of your choice from our catalogue.

Onsite Support Allocation

BusinessONE includes limited onsite support depending on the support level you choose.

Support provided Monday – Friday, 8:30 am – 5:30 pm. After-hours support is available as an add-on.

Service/Change Requests:

BusinessONE includes limited Service/Change requests depending on your support level and number of staff.

A service/change request is a request for information, advice, or additional services/functionality. 

Examples of a Service Change/Requests:

  • Reset a password
  • Install a workstation for a new user
  • Create a new distribution group

Helpdesk Support/Incident Management:

BusinessONE includes unlimited helpdesk support/incident management.

This means that we will work with your employees and respective service providers to resolve any issues quickly and promptly if there is an unplanned interruption to a service or a reduction in the quality of service within your environment.

Examples of an Incident:

  • Unable to print
  • Error messages while saving a document
  • Mailbox or OneDrive Sync Issues


Support provided Monday – Friday, 8:30 am – 5:30 pm. After-hours support is available as an add-on.