You raise an IT ticket because something isn’t working. It gets acknowledged quickly, perhaps even within the agreed SLA; so far so good! But then… crickets. You might chase for an update, only to be told the problem is with Microsoft, your broadband provider or another software supplier altogether. So now you’re contacting them, explaining the problem all over again and trying to work out who is responsible for getting it fixed. On paper, your IT provider has technically responded to the ticket, but you’re still the one wasting time trying to get the issue sorted out.
This is where the difference between IT support and IT ownership becomes really important. Support is about responding when something goes wrong and helping to resolve the immediate problem. Ownership is about taking responsibility for the wider outcome, making sure the right people are involved and following things through rather than leaving you to join the (often confusing!) dots.
What do we mean by IT ownership?
There’s nothing wrong with good old fashioned IT support. Businesses need somewhere to turn when a laptop stops working, someone can’t access their emails, or a new member of staff needs an account setting up. Quick, reliable support is a big part of keeping a business moving. The problem comes when support becomes little more than a series of disconnected tickets.
IT ownership looks at the bigger picture. It means someone understands your technology setup, knows what you’re trying to achieve as a business and takes responsibility for moving issues forward. If another supplier needs to be involved, that doesn’t necessarily mean your IT provider can fix the problem themselves, but they should still be able to help establish what’s happening, advise on the next step and keep things ticking along.
Four examples of IT support vs IT ownership
But what does support vs ownership look like in person? We hear you cry (probably). Well, hold onto your office chair, because we’re about to tell you. Think about what happens if your internet connection that suddenly goes down. A support-only approach might be to check the router, confirm that the issue appears to sit with your broadband provider and tell you to give them a call. That’s not necessarily bad support, but it leaves you to take the problem from there.
An IT provider taking ownership would help establish where the fault sits, advise on what needs to happen next and, where appropriate, work with the broadband provider or help you escalate the issue. Of course, they can’t magically repair someone else’s network, but they can make sure you’re not left wondering what happens next or stuck on endless phone calls whilst trying to manage your business.
The same applies to recurring problems. If someone keeps having issues with Outlook, for example, support might fix the problem each time a ticket is raised. Ownership means noticing that the same problem keeps coming back and asking the right questions. Is there an underlying configuration issue? Is it related to a particular device? Is there a wider Microsoft 365 problem that needs investigating? The aim isn’t just to close another ticket, but to stop the same problem becoming a regular fixture in everyone’s calendar.
New starters are another good example. Support can mean setting up an account and laptop when the Office Manager asks for them. Ownership means having a proper onboarding process in place, covering devices, Microsoft 365 licences, security, access permissions and the systems the employee needs. That makes life easier for everyone and means your new starter isn’t sitting at their desk, twiddling their thumbs on day one waiting for someone to remember their password.
Then there’s hardware. If a laptop fails, support can replace it. An IT provider taking ownership should also have a view of the wider device estate, including which machines are getting towards the end of their useful life. That gives you time to budget for replacements rather than waiting for several laptops to fail… all at the worst possible moment naturally!
What should proactive IT support look like?
We’re big believers that IT shouldn’t only be discussed when something breaks. A proactive IT provider should be looking at what’s coming down the line as well as what’s happening today. That could mean reviewing Microsoft 365 licences, keeping an eye on cybersecurity, planning device replacements, considering capacity as the business grows or helping you understand what your technology budget needs to look like over the next year.
It also means looking for patterns. If the same problem keeps appearing, something probably needs to change. If your team is constantly working around an awkward process, perhaps the technology could be improved. If equipment is approaching the end of its lifecycle, you should know before it starts failing. This is where managed IT services and genuine IT ownership overlap. The aim isn’t to make changes for the sake of it or sell you technology you don’t need, it’s really just about having someone who is paying attention and can tell you when something needs addressing.
Questions to ask your IT provider
If you’re not sure whether you have genuine IT ownership or simply somewhere to send support tickets, there are a few useful questions to ask:
- If an issue involves another supplier, who coordinates it?
- Who notices recurring problems and decides when something needs to change?
- Who is responsible for understanding our wider technology setup?
- Who talks to us about upcoming risks, costs and improvements?
- When something gets stuck, is there a named person responsible for moving it forward?
The answers should give you a pretty good idea of where the responsibility sits.
If you’re not sure whether your current IT provider is giving you support or genuinely taking ownership, we can offer a second opinion. Book a free, no obligation chat with Mark.
TL; DR
IT support is important, but fixing individual problems isn’t the whole job. IT ownership means looking beyond the ticket, understanding the wider setup, coordinating issues when other suppliers are involved and spotting problems before they become bigger ones.
Most importantly, outsourcing your IT shouldn’t mean becoming your own IT project manager. You should know that someone is paying attention, understands your business and will take responsibility for getting things moving when something goes wrong.
FAQs
What is the difference between IT support and IT management?
IT support generally focuses on resolving individual technical problems when they arise. IT management takes a wider view, covering things such as security, devices, Microsoft 365, technology planning, suppliers and the future needs of the business.
What does IT ownership mean?
IT ownership means taking responsibility for the outcome rather than simply responding to individual tickets. It includes coordinating with other suppliers where necessary, following issues through and making sure the client understands what happens next.
What is proactive IT support?
Proactive IT support means identifying and addressing potential problems before they cause disruption. This can include monitoring systems, reviewing security, managing device lifecycles and spotting recurring issues that need a longer-term solution.
Does an IT provider need to manage all my suppliers?
No, an IT provider won’t necessarily be responsible for fixing every third-party service. However, they can still help establish where a problem sits, advise on the right next steps and coordinate with other suppliers where appropriate.
How do I know if my IT provider is taking ownership?
Look at what happens when an issue falls outside a straightforward support ticket. Do they help move it forward, keep you updated and look for the underlying cause, or are you left coordinating everything yourself? The answer can tell you a lot about the level of ownership you’re getting.