About the co-managed IT business model

Co-managed IT services are a business model where a service provider (MSP) works in a long-term partnership with the in-house IT staff of a customer, or with other external resources who are not employees or contractors paid by them directly.

Customers are looking for a hybrid approach for a variety of reasons:

• They may want to offer after-hours coverage, but the volume of support requests does not make it cost-effective to handle this internally.
• They may want to address skills gaps in the internal IT department. The trend to work from home has increased security threats, but customers are without resources to address this, or don't have the skills.
• They would like to let an MSP handle routine maintenance and troubleshooting, so they can focus on organization-specific issues.

For a deeper exploration of this business model, take a look at an article by Bob Petrocelli, at the time CTO of Datto, in Information Age.

The Autotask co-managed help desk is a set of features that allows you to set up selected customer contacts with an Autotask license that gives them access to your Autotask instance with the full power of Autotask, while allowing you, the MSP, to control exactly what co-managing users have access to.