Co-managed IT lets your organization keep internal IT leadership while assigning selected operational work to Virteva. The engagement defines the services, systems and responsibilities each team will handle.
A fully managed engagement gives Virteva a broader role as your primary IT operations provider. Service desk outsourcing focuses on user support. A co-managed engagement can also include agreed responsibilities for endpoints, infrastructure, Microsoft administration or security operations.
Your team may retain the technology roadmap, budget, business applications and vendor relationships while delegating some of the work. Approval authority and exceptions need to be agreed alongside the task list.
Who it fits
Co-managed engagements suit organizations that already have IT leadership, and often a small team, and that have run into one or more of these situations:
- The team is spending its week on tickets and maintenance while projects wait.
- The business runs shifts, multiple sites, or time zones that an 8-to-5 team cannot cover.
- A migration, acquisition, or security initiative needs temporary capacity that the team cannot provide alongside daily support.
- Specialist work in Microsoft identity, security operations, or cloud infrastructure is needed regularly but not full time.
- One or two people hold most of the environment’s knowledge, and that concentration has become a risk.
Fit depends on your environment, locations and internal capabilities rather than a headcount threshold. If you need a primary operations provider, explore fully managed IT. If your gap is limited to user support, consider an IT service desk engagement. For migrations and projects, see Microsoft cloud services.
How responsibility gets divided
For each service you want to delegate, clarify who performs the work, who approves changes and who handles escalations. Include work retained by your team and any responsibilities held by application, connectivity or equipment vendors.
A responsibility matrix is a useful way to record those answers. The agreed scope should also explain exclusions, what actions are authorized in advance and how changes to responsibility will be handled. The documentation and contractual terms are part of the proposal discussion. See how to build a co-managed responsibility matrix.
Escalation and visibility
Discuss escalation alongside coverage: which issues require your team’s decision, who can be reached after hours, and what actions are permitted if that contact is unavailable. Those arrangements need to match the responsibilities in the engagement.
Virteva uses ServiceNow for service delivery. Confirm the records, reports and access your team needs during scoping, including any integration with your existing tools. Direct access to a shared queue is not assumed for every engagement.
Getting started
Bring a summary of your current team, systems, locations, support hours and upcoming projects to an initial conversation. Identify the work you want to retain and the areas where you need help.
Before an engagement begins, confirm the proposed scope, pricing, exclusions, onboarding requirements and escalation arrangements. Ask how reporting and service reviews will work, and how responsibilities can change over time. Onboarding timing depends on the agreed work and the state of your environment.