When it comes to keeping your business running smoothly, few things are as important as having technology you can depend on. But should you handle everything in-house, or is it smarter to outsource?
With over 20 years in the industry, our founder at Ratcliff IT - James Ratcliff - has helped companies navigate these choices with clarity and confidence. In this guide, we’ll walk you through the key advantages and drawbacks, so you can decide what’s right for your business.
What Does IT Outsourcing Mean?
IT outsourcing simply means hiring a third-party provider to manage some or all of your IT needs. Instead of building a full in-house team, you bring in experts to manage things like day-to-day IT support, cyber security, and system updates.
There are different ways to outsource, but one of the most effective is managed IT support. This means your provider takes care of your technology continuously - monitoring systems, applying updates, fixing issues, and keeping everything running smoothly in the background.
This is different from ad hoc support, which is more reactive and only steps in when something goes wrong, or project-based support, which typically focuses on one-off tasks like software development.
What are The Pros and Cons of Outsourcing IT Support?
Outsourcing solutions can offer real value - but like any business decision, it’s worth understanding both sides. Here’s a comparison of the key outsourcing advantages and disadvantages before we go into more detail.
The Pros of Outsourcing IT Support
Let's go into more detail on the pros of outsourcing IT.
1. Cost Savings
Outsourcing IT support can be a smart way to reduce costs, but how you outsource makes a big difference. Ad-hoc support might seem cheaper upfront, but paying each time something goes wrong can quickly add up and make budgeting a challenge. In contrast, managed IT support gives you a fixed monthly fee.
For example, picture a busy consulting agency with 25 people on the team. Rather than juggling IT themselves or hiring an internal team, they partner with a managed service provider. The agency gets everything from day-to-day support to ongoing maintenance, all wrapped up in one predictable monthly fee - no surprises, no stress.
2. Access to a Highly Skilled IT Team
Outsourcing your IT support means gaining access to a team with specialist knowledge, backed by industry certifications and hands-on experience.
These teams work with businesses across a wide range of sectors every day, so they’re quick to spot patterns, resolve complex issues, and apply tried-and-tested solutions. Whether you're in finance or professional services, they’ve seen your challenges before - and know how to handle them efficiently.
Real Life Example
This kind of expertise made a real difference for Triton Building Restoration, whose team is split between office-based staff and on-site workers.
Using our experience with hybrid working environments at Ratcliff IT, we designed and delivered a tailored solution for their business. Our understanding of similar setups meant we could plan the transition carefully, avoiding disruption and keeping the business running smoothly throughout.
3. Time to Focus on Your Business
Outsourcing IT support allows your internal team to focus their time and energy where it counts - on your clients, projects, and long-term goals - rather than dealing with IT issues that pull them away from their core roles.
Take an accountancy firm in the middle of tax season. When deadlines are tight and client demands are high, even a short period of downtime or a software glitch can cause serious delays. With outsourced IT support in place, those issues are dealt with immediately, often before they’re even noticed.
4. Scalable Services That Grow With You
As your business grows, your IT needs evolve - more staff, more devices, more systems to manage. One of the biggest advantages of outsourcing is how easily you can scale your support without needing to hire, train, or manage additional IT staff in-house.
With the right outsourcing provider, adding or removing users is straightforward. Whether you’re onboarding new team members, opening a second office, or shifting to remote working, your IT support can flex to match your pace.
5. IT Strategy to Set Your Systems Up for Success
Not every outsourced provider will offer an IT strategy - some will only focus on support tickets and fixes. But it’s worth choosing an outsourcing company who can see the bigger picture and actively help you move your business forward.
Why does this matter? Let's use a growing investment firm planning to double its headcount as an example.
Instead of rushing to buy new laptops or cobbling together systems as they go, their outsourced IT partner works with them to create a clear roadmap. This includes choosing scalable systems, setting up secure file access for remote teams, and ensuring their infrastructure can grow without needing a complete overhaul.
The result: no wasted spend and no painful system swaps six months down the line. Just a practical, well-planned setup that supports the firm's ambitions.
6. Improved Security and Compliance
Cyber threats are constantly evolving - and staying ahead of them takes time, expertise, and the right tools. Outsourcing your IT support gives you access to a dedicated team that’s actively monitoring your systems, identifying risks early, and putting safeguards in place before problems arise. Potential issues like data breaches, unauthorised access, or outdated software can be caught early and resolved quickly.
Outsourced IT support also gives you access to expert guidance on compliance. According to a BSI survey, nearly one in five small and medium-sized businesses have breached the Data Protection Act, often because the rules are hard to navigate. A knowledgeable IT partner can simplify the process, help you stay fully compliant, and protect your business from unnecessary risk or fines.
The Cons of Outsourcing IT Support
What are the potential drawbacks of outsourcing IT support?
1. Potential Cultural or Workflow Misalignment
Every business has its own way of working - its pace, priorities, and company culture. That’s why a strong onboarding process is so important.
A good IT partner will spend time getting to know your business - how your teams work, what tools you rely on, who needs to be kept in the loop, and how quickly things need to move.
A real-life example of this is our work with AGL. After a detailed assessment of their existing setup, we recommended starting fresh and building their IT foundations from the ground up. To avoid disrupting their usual pace of work, we scheduled the Office 365 email migration during a quieter period and ensured everything was in place before going live. The result was a smooth transition that respected the way they worked and kept the business running.
2. Communication Challenges
Working with an external team can sometimes lead to delays or miscommunication. But clear communication is a two-way street, and the key is having proper onboarding and solid Service Level Agreements (SLAs) in place.
The right provider will establish clear points of contact, fast response times, and regular check-ins to keep things running smoothly. It should feel like an extension of your team, not a separate one.
3. Less Direct Control Over Daily IT Operations
When you outsource, you’re trusting a third party to handle key parts of your IT - and that can feel like you’re giving up some control. With the right provider, however, this shouldn't be something you see as a disadvantage.
As an example, take a growing consultancy firm managing IT in-house. Every system update, software glitch, or user request lands on the business owner's desk - pulling them away from client work. After outsourcing their IT, changes are handled through a clear ticketing system, with updates tracked and turnaround times agreed in advance. Instead of losing control, the team gains peace of mind.
Should Your Business Outsource IT Support?
If any of the following sounds familiar, it might be time to consider outsourcing:
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IT problems are distracting your team from their core work
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You’ve experienced downtime or security concerns
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You’re unsure if your business is fully compliant
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You're planning to grow and need scalable, flexible IT support
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You're unsure what you’re really paying for in your current setup
Thinking About Outsourcing Your IT Support?
At Ratcliff IT, we offer outsourced IT support that’s proactive, fully managed, and built around you. No jargon. No hidden fees. No fuss.
Here's why we're the provider of choice for IT support in London:
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We don’t just fix problems - we solve them before they start. Monitoring your systems in the background, installing updates, scanning for issues, and making sure everything’s running smoothly at all times.
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We take the time to understand how your team works, what your priorities are, and where you're heading - so we can make sure your IT supports that. It’s not just about aligning technology with business goals on paper. It’s about delivering support that fits your day-to-day reality and keeps you moving without friction.
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With us, you’ll speak to the same engineers who know your setup and understand your working style. Expect clear communication, thorough documentation, and a team that genuinely enjoys what they do - and cares about doing it right.
Let’s talk about how we can take IT off your to-do list and give your business the support it deserves.
Explore what's included in our outsourced IT support.
Frequently Asked Questions
We've answered some of the most common questions on outsourcing IT below.
Why Outsource Your IT Services?
The main reason to outsource your IT services is that you gain expert support and the freedom to focus on your business - not your IT problems. It’s a cost-effective way to access a full team of professionals without the overheads of hiring in-house.
What is the Most Commonly Outsourced IT Service?
Help desk support is one of the most commonly outsourced IT services. However, a managed approach offers more value. Instead of just reacting to problems, a managed IT provider works proactively - monitoring your systems, applying updates in the background, and preventing issues before they cause disruption. It’s a smarter, more reliable way to keep your business running smoothly.
How Do I Choose the Right Outsourced IT Provider?
To choose the right outsourced IT provider, look for one that offers more than just reactive support. Prioritise providers who take the time to understand your business operations, offer proactive monitoring, and provide a clear, all-inclusive service with no hidden fees.
Before committing to any IT partner, it’s important to ask the right questions. Our checklist highlights the key things to consider, so you can move forward with clarity.
Will Outsourcing IT Save My Business Money?
Yes, outsourcing IT can significantly reduce costs. Instead of paying for the full-time salaries, training, and overheads of internal resources, you get access to a whole team of experts for a fixed monthly fee. It also reduces downtime and avoids costly emergency fixes, helping you save money in both the short and long term.
What is the Difference Between IT Services and IT Consulting?
IT services focus on day-to-day support, managing systems, fixing issues, and keeping things running. IT consulting is more strategic, helping you plan, invest in the right tools, and align technology with your business goals.
Find out more about the value each can bring to your business in our full guide: IT Services vs. IT Consulting