17 Pros and Cons of Internal vs Outsourced IT Support- Every IT manager/Business owner should know


It’s a fact that most businesses need IT support to some extent. The advent of technology has brought so many transformations in the business operations as well as visible changes in the work culture of the organizations. A large portion of companies today uses some sort of IT support and have the IT department run the day to day business operations. Most businesses and companies need IT services and the only difference is the scale of usage. Many businesses cannot thrive without integrating IT things like bespoke programs, software, customized management software, etc.

The scale of usage of IT supports or having the IT department set up depends on the nature of business. But still, there is always a debate on why businesses don’t set up their own IT support system. Some experts emphasize managed IT services because not every business has the same scale of virtual IT usage. So, today we will be discussing whether a business or organization has internal IT services or managed IT services is a better option.

In-house IT department
In-house technical support
pexel/field engineer

The Pros of Internal IT Department:

1. Internal IT Department Streamline Business Operations:

When a company has internal IT department the IT staff is generally familiar with the business operations daily and thus have a good understanding of the entire management and workforce who are using computers and internal network and can troubleshoot the technical glitch very quickly. Identifying the source of the problem is very easy for the internal IT department.  

2.  IT Support Provides More Disciplined Approach:

Internal IT support team work at a deliberate pace and provide comprehensive solutions to a particular problem.

3. Internal IT Service Means Quick Response:

The prime benefit of the internal IT department is that in case of emergency the support can be provided immediately. Thus managed IT saves unwanted business operation delays and costly downtime. 

4. IT Service is Available 24×7:

Companies having an internal IT department have access to IT support 24×7 and 365 days a year. The IT support staff have different tools and expertise to provide the solution as and when required.

5. Internal IT Support Means Less Security Breach:

Unauthorized access to confidential data is a big threat to companies. When companies have internal IT services team security protocols are followed and only the authorized personnel have access to confidential information passing through the managed IT network.

The Cons of Internal IT Support:

1. Surplus of Tasks:

Except for the big conglomerate most companies have a handful of IT support staff to cater to problems and requests in their IT department. This generally leads to piling up of tasks making it unmanageable for the team. This overflow of tasks forces the virtual IT staff to leave the necessary research and documentation part for the sake of dealing with requests and troubleshoot. 

2. Vacations and Leaves:

It often becomes hectic for the companies to cope up with technical glitches when the IT staff is on sick leave or holidays. When the IT staff returns they have to deal with so many requests and problems. Things could be more dramatic if there is the only person in the IT department. 

3. Costs and Salaries:

When the business grows, the workforce using computers and networks also increases and so do the IT support staff. This could, in the long run, become extremely expensive. Also, one or two virtual IT professionals can’t be experts in all the technical areas.  

Virtual IT technician monitoring remotely
pexel /Christina Morillo

The Pros of Outsourcing IT Support:

1. Managed IT Support Provides Higher Level of Expertise:

Opting for outsourcing lets the companies enjoy a higher level of expertise which is not available in their organization. Besides this, the company can hire a wider pool of potential workers for IT department because the company is not just limited to local boundaries.  

2. Managed IT Services Are Affordable:

Outsourcing IT support is affordable as there are numerous expenses that the company doesn’t have to bear. It is estimated that companies can save hundreds of thousands of dollars a year because they don’t have to invest in IT department employee training, insurances, sick pay, etc.

3. Outsourcing IT Support Companies Have Advance Equipment and Security:

Outsourcing contractors generally deal with all sorts of IT support needs and thus have the latest and best equipment and software. Besides this, security standards are also very high. 

4. IT Service Liberate More Internal Resources:

Internal IT department can utilize many internal resources so when the managed IT is outsourced the internal resources can be freed up which were previously used to accommodate extra IT functions. 

5. Virtual IT Help Business Become More Focused:

When a company outsources it’s less important IT services or other needs it is more focused, adaptable, and agile. The staff can be more focused on delivering its core product.

The Cons of Outsourcing IT Support:

1. Quality and Delivery is A Concern:

It is often seen that outsourcing contractors don’t always meet the demand of the customers and there is a persistent quality expectation gap.

2. Less Control:

The control a company has on the IT department staff who work on-site is not what companies can expect when they outsource managed IT service. Although detailed instructions and guidelines can be issued to the off-site team still the company has less control over the off-site workforce.

3. Communication Gap:

The main problem companies face when they outsource the IT service is of a communication gap. When teams work from different locations with different time zones it becomes a problem to communicate frequently and effectively.

4. Can Affect The Work Culture:

This depends on the context but replacing the internal IT services team in the IT department with outsourcing can affect the work culture. Because a positive work culture makes employees more productive.

Woman desperately needing IT support
Woman desperately needs IT support

Few Questions To Think About Your IT Support needs:

1. What are your IT Support needs?

This is important to know because until you are not sure to what extent your organization needs IT support you cannot reach a decision.  Decide whether you need simple hardware maintenance and patching or a full suite of IT services. If you have no idea how to evaluate, talk to an expert.

2. What IT services capabilities your company has at present?

Larger companies with more non-technical users often need much assistance in comparison to small companies with more tech-savvy employees. More tech-savvy workforce means you don’t have to outsource your IT service.

3. What time of the day you will need it?

Does your company need virtual IT assistance just for the business hours or 24×7? Does it affect your business drastically when your IT staff goes on vacation? Based on the hours of the need for IT department and maintenance you can decide between internal and managed IT support.

Others IT department Questions You Have to Take into Consideration are: 

  • How much technology dependent is your company?
  • Does your company need in-person assistance?
  • Can your company afford internal IT support?
  • Would you prefer MSPs that are local to your area?


Overall it all depends on the approach of the company that best suits it. When it comes to having an internal IT department team or outsourcing the IT services there is no one size fits all solution. For some companies, the internal IT department is enough to cater to all the requests and problems while some may need to focus on core products and prefer virtual IT outsourcing as the best option.

Article you might be interested in: