Co-Managed Services

Co-Managed IT Services is a solution designed for companies who have, and wish to retain, their own IT Technical personnel and developed intellectual property. We provide the enterprise tools, utilities, services, policies, and procedures needed to keep your systems secure and compliant and to allow your technicians to perform their roles more effectively.

Delivering Value

As one of the IT Industries early Managed IT Service Providers (MSP), Innovative’s primary focus is to provide our clients with a partnership which encourages business improvement and growth.

  • Business-Focused
    • At Innovative IT Concepts, we provide clients with stable and effective technology solutions which drive business efficiency and effectiveness.
    • We’re a results-driven company who uses technology to provide client stability which drives business efficiency and effectiveness!
      • Having the latest cool technology will not ensure that your business runs smoothly and reliably, help you to meet or exceed your business goals, nor will it help you sleep better.
  • Process
    • We’ve developed industry proven Standard Operating Procedures to formalize all IT related efforts and activities; this ensures that while our Guardian Services model continues evolving, to accommodate new technologies and vulnerabilities, we’re constantly measuring client systems and business processes to ensure “best practices” alignment, and high-level business availability and effectiveness.
  • Unique Client Support
    • We create and maintain client “standard operating procedures” to ensure that your specific needs are addressed and required processes are consistently followed.
    • We ensure that your technical team is trained on industry standard technologies and proprietary client needs to ensure rapid issue resolution.
    • We provide technician assistance and Tier 3 escalations as needed; your technicians can observe while we resolve issues so they understand how to solve similar future issues.
  • Enterprise Services and Tools
    • We provide, maintain, and support the Enterprise-level tools, utilities, and services needed to ensure that your business is protected and that your Technicians are equipped to rapidly handle all user assistance requests.
      • Effective implementation and management of these enterprise-level tools are typically reserved for business with extremely large IT staffs and budgets as these tools require thousands of hours annually to maintain and improve.
    • We work directly with your technicians to ensure proper ticket handling and issue resolution.
  • Eliminate Reactive Support
    • We’re constantly analyzing support data to develop new solutions which improve support effectiveness and client functionality and efficiency.
  • Measurable Results
    • We’ve designed our services to be measurable to ensure that we’re constantly improving and that our services are providing client value.
    • Besides or standard effectiveness and efficiency reports, we’re able to create custom reports for direct delivery to your Inbox at your chosen interval.
  • Fixed Costs
    • Domain, Network, and Services Administration is included.
    • Monthly Services costs are adjusted dynamically to ensure that they’re accurate to exact support needs.

Your Team, Our Results

The same technologies we’ve developed, and continue to improve, for our Managed IT Services solutions are utilized and made available, with training, to your technicians; those technologies include:

  • IT Representation / Oversight
    • Business Technology Alignment and Planning
      • CIO and Technology Alignment reviews
      • Budgeting, Planning, and Effectiveness reviews
      • License Compliance Testing
      • Hardware Refresh/Rotation
      • Project Management
  • Security
    • Security Patch Management
      • We ensure that all required Microsoft operating system and application patches and hotfixes are applied to address newly discovered vulnerabilities and to improve system performance and reliability.
    • Virus / Malware / Ransomware Protection
      • We provide a complete Virus / Malware / Ransomware protection solution to ensure your systems are always protected from the most recent threats.
    • Web Content Filtering
      • Highly Customizable content and category-based Web Filtering may be applied to limit what websites or Internet content your users can access.
    • Global DNS Blocking
      • This not only blocks malware, botnets and phishing over any port, protocol or app, but also detects and contains advanced attacks before they can cause damage. This allows you to protect your internal systems, mobile users, or remote offices without sacrificing performance or website access.
    • User Permission Control
      • Properly applied user permission control prevents malicious applications from installing or making system changes.
    • Distributed Policy Control
      • We constantly develop new protection methods in response to arising threats and ensure that your systems are completely updated regardless of where they’re being used.
    • Application Privilege Management
      • Users can have restricted rights to prevent malicious applications (viruses, malware, bots, etc.) from having the access needed to infect your systems while approved applications are given elevated rights to allow for ease of access and proper operation.
    • Remote Access/VPN
      • We provide site-to-site connectivity for the secure flow of information and remote access for rapid resolution to reported issues.
  • Management and Administration
    • Domain and Server Administration
    • Network Configuration and Troubleshooting
      • Routers
      • Managed Switches
      • Wireless Controllers and Access Points
      • Hardware Maintenance Agreements
    • Office 365 Administration
      • Subscription Management
      • SPAM Filtering
      • Message Encryption
      • Legal Hold
      • Mobile Device Management
    • OneDrive Setup and Administration
  • Internet and Phone Services
    • Internet Circuit
    • Hosted VoIP Services
    • …………………….
  • Data Protection
    • Disaster Recovery Planning, Documentation, and Testing
    • Full server images are created hourly and stored on a local BDR for quick spin-up or data recovery.
      • Local server images are spun-up daily to ensure data consistency and availability.
      • Daily server images are stored off-site in an AES 256 encrypted US Based data vault (images can be spun-up in the event of a catastrophic site event).
    • Infinite Data Retention options are available to meet any compliance needs.
    • System and Data monitoring, reporting, and recovery services are included.
  • Tracking and Documentation
    • Inventory Tracking and Reporting
      • We monitor your network for online resources and provide detailed reports.
    • Software, Subscription & License Management
      • We store your software licensing information.
    • Visibility/Metrics
      • We provide accurate asset and support ticket reporting to keep you updated on the overall health of your systems and to aid in budgeting.
    • Documentation
      • We create custom standard operating procedures, network layouts, and application support/troubleshooting documents to ensure that we’re providing consistent and efficient user and system support.
    • Business Continuity Solutions (Backups & Disaster Recovery)
      • We offer a variety of system and data protection services to ensure that your critical business data and services are safe and recoverable.
    • Client Information Confidentiality and Transfer
      • Client information developed and/or retained by Innovative IT Concepts is the client’s property and will be provided upon the termination of services.
  • User Support
    • IITCI monitors, maintains, and supports your valuable technology assets to predict potential failures while ensuring they’re operating at peak performance levels. Some of our customers refer to this as “Clairvoyant Support” as we’re typically contacting them to schedule repairs on systems which are in use and not yet showing signs of performance loss. The idea is to entirely eliminate business service outages and lost productivity.
    • 24/7 Computer and Network monitoring and maintenance
      • We proactively monitor your hardware, operating systems, and network communications to predict impending failures and to resolve issues before an outage occurs.
    • ITIL Compliant Help Desk Ticketing System
      • Contact via Phone, Portal, Email
      • Daily ticket and issue handling reviews are performed to ensure a superior end-user experience
      • Weekly and Monthly reviews are performed to catch trending issues and to make enterprise service and/or issue handling adjustments
      • On-Call management and escalation services
    • Fully configurable Partner portal
      • User specific support request types (e.g. HR, Finance, Procurement, Security, etc.)
      • IT quick reference guides
      • Employee training courses and materials (w/quiz)
      • Full tracking and documentation of all support issues and resolutions
      • Procurement request options
      • Approval processing
      • Service usage statistics
      • Review of CIO and Technology Alignment recommendations
    • Document and Password management system
    • Standard Operating Procedures (Global and Client specific) to ensure support consistency
    • Customized reports for measuring Innovative’s Support and On-site technician effectiveness
    • Enterprise-level Remote management system
    • Tier 3 Support Escalations