A Layman’s Guide to Managed IT Services Terminology


At InfoTech Solutions we work, live, and breathe Managed IT Services.

But we know that not everyone does. So we’ve pulled together a quick list of common Managed IT Services terminology you may hear, and translated them into simple terms, to give you a better understanding of what’s involved with your Managed IT Services solution.

Break / Fix

Break/Fix is the more traditional form of IT support. There’s not much to it: if your software, hardware, or infrastructure breaks, your IT support team fixes it. It’s a very reactive service, focused on solving the symptom rather than the underlying problem. This is actually included as part of your Managed IT Support service, but reframed as a proactive service instead.

Business Continuity

Business Continuity is the collection of systems that a business should have in place that map out what you will do should disaster strike, and the processes that kick into gear should this occur. The aim is to ensure your daily level of service and operational ability is maintained, and that all your information and data remains secure. In terms of our Managed IT services, your MSP will create this for you. This will include thorough system data backups (both physical and cloud-based), help desk support systems, and the security protocols to deal with external threats.

Cloud Computing

The delivery of your business’ computing services—so your storage, software hosting, databases, and servers—through cloud-based solutions. This is a necessity in the modern world, and enables your business to access the power and flexibility of cloud services.

Cloud Hosting

Rather than hosting your business’ data, network, or systems on one single server, cloud hosting enables you to spread and store your data across a range of interconnected servers via the cloud. This provides more space and power than is typically available on a single physical server, and the ability for your business to scale practically infinitely.

Cloud Migration

The process of moving your business’ data, systems, operations, and processes to a cloud-based solution. This typically occurs when a business moves from a physical legacy system to a digital one.

Help Desk / Desktop Support

Your Managed IT Support Help Desk is the team that’s on-hand to help solve your technical issues. They’re the ones you interact with when you experience an IT problem, need support with your applications or hardware, require cyber security assistance, or simply have an IT question.

Desktop Support is a form of Managed IT Support that concentrates specifically on helping support the use of your computer. Any issue you may have, your Desktop Support team can access your computer remotely and diagnose and fix the problem.

Incident / Disaster Recovery

Incident / Disaster Recovery is the series of actions that take place when a disaster befalls your business. It’s made up of your physical and cloud-based data backups, your system processes that bring your network back up and running, and the processes that you and your teams can take to help your business recover from an incident. The incident or disaster isn’t just physical, such as a fire, flood, or dangerous weather. It can also include cyber security incidents, data breaches, or data loss.

Your Managed IT Services provider can work with you to ensure you have a comprehensive Disaster Recovery plan in place.

Managed IT Services

Managed IT services are the outsourced IT services and solutions that your MSP provides your business. This can include:

  • Providing complete network audits
  • IT consultation
  • Software and hardware support
  • Cloud computing and cloud migration solutions
  • Around-the-clock cyber security support
  • Providing a Virtual CIO resource to businesses without the capacity for a C-suite role

MSP (Managed Service Provider)

Your MSP, or Managed Services Provider, is the business that provides and manages the full breadth of your IT services remotely. They work with you to create a tailored IT solution that takes into account all your needs, and then deliver a proactive support service to ensure this solution meets your business goals.

Managed Security Solutions

Managed Security Solutions are the cyber security services that your MSP provides. More in-depth than your typical IT support team, they provide around-the-clock security monitoring, cyber threat detection and response, network risk and vulnerability assessment, threat and penetration testing, and advice and support on how to maintain strict network and IT security.

Network Monitoring and Maintenance

Proactive network monitoring and maintenance is one of the big benefits of your Managed IT Services team. They actively monitor your network, and get notifications in the event that anything seems amiss. This allows them to detect and solve any issues before they negatively impact your business operations. This is typically done remotely.

Remote Access

Remote Access is the ability for an authorised user to use a combination of hardware and software to access your business’ IT network from a geographical distance. This can include your Managed IT Services provider accessing your network remotely to provide support, or when you and your teams work remotely and access your business systems from home.

Remote vs. On-site Support

This is where your Managed IT Services provider stands out from your standard IT support team. A typical IT support team may work on-site, in-house, and work across your entire organisation. When you have an issue, one of this team will physically come to your location and help you with your device.

Remote support is the ability to access, diagnose, and solve your IT issues without necessarily being in your office, or even your town. Your Managed IT Services team can access your computer network and devices by connecting to your network remotely. They can even provide the hardware and cloud-hosted infrastructure your business needs, and enable you to access it through your network.

Virtual CIO

A Virtual CIO acts as your business’ Chief Information Officer, albeit working in a remote and typically part-time role. This enables businesses to access a C-suite resource, without necessarily engaging a full-time C-suite role. A Virtual CIO will typically work with your team to focus on your business IT strategy, providing advice and support that connects your IT needs to your broader organisational goals. They work with you to factor your IT functions into your long-term business planning.

Let InfoTech Solutions manage your IT needs for you

InfoTech Solutions provide end-to-end managed IT services and education to ensure your business continues to thrive. Get in touch with us today to discuss a Managed IT Solution for your business.

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