Managed IT Services
A complete IT department under contract, for companies that do not want to build one in-house.
What managed IT services are
Managed IT services mean an external provider, an MSP (Managed Service Provider), takes over the day-to-day running of your IT: end-user support, server and network administration, security, backup and planning. You pay a fixed monthly fee instead of paying for every call-out and every hour of work.
The difference from a conventional IT service company is not only how it is billed. With a break/fix contractor, the provider earns money when something breaks. With managed services, they earn it when nothing breaks, so for the first time the provider's interest and the client's interest point the same way.
eOffice Network has worked on this model since 2008, with services shaped for small and medium businesses rather than for corporations.
IT operations management
IT operations management is the part nobody sees until it fails: whether updates actually install, whether backups actually pass, who has access to what, what happens to an account when someone leaves, and whether anyone notices a disk at 95 percent before it stops.
Monitoring and alerting
Continuous monitoring of availability and performance across servers, network and key services. Alerts reach us, not you, including outside business hours.
Change and patch management
Updates are planned and tested rather than applied at random. Larger changes go through an agreed window so work does not stop mid-day.
Access and account management
Onboarding and offboarding, access rights, 2FA and a record of who can reach what. An employee leaving does not leave a door open.
Backup and business continuity
Backup on the 3-2-1 principle, with periodic verification that recovery can actually be performed. A backup that has never been tested is not a backup.
Security
Antivirus and EDR, firewall, VPN, DNS filtering and regular risk assessment, with incident response.
Documentation and reporting
Written documentation of your system and a periodic report on status, incidents and recommendations. The system stays understandable even as people change.
Service levels
Scope is agreed based on the number of users and devices, and on how much IT the company actually uses. These are three typical levels, but the package is always adjusted after an audit.
Essential
For smaller offices with no server of their own, relying on cloud services.
- Helpdesk for staff during business hours
- Workstation and network equipment monitoring
- Antivirus and patch management
- Microsoft 365 and Google Workspace account administration
- Monthly system status report
Standard
For companies with their own servers, shared resources and multiple sites.
Everything in Essential, plus:
- Server, virtualisation and network administration
- Backup with periodic recovery verification
- Firewall, VPN and 2FA
- Regular on-site visits and field support
- Licence management and equipment procurement
Advanced
For companies where downtime has a direct cost and IT feeds into business decisions.
Everything in Standard, plus:
- vCTO consulting and IT budget planning
- After-hours support under contract
- DNS firewall and advanced threat detection (EDR)
- Business continuity and disaster recovery planning
- Documented security incident response plan
Pricing is set after an audit, based on the number of users and devices in scope. Hardware and licence procurement and larger one-off projects are billed separately.
Managed services, in-house IT or a break/fix contractor
Break/fix contractor
- Billed per call-out, cost is unpredictable
- Reacts only once something has stopped
- No monitoring and no documentation
- Knowledge of the system lives in one person's head
In-house IT team
- Fixed cost of salary, contributions and training
- On site and familiar with the company context
- No cover for holidays and sick leave
- Hard to cover every area with one or two people
Managed IT services
- Fixed monthly fee, predictable budget
- Proactive maintenance, monitoring and planning
- A whole team of specialists instead of one generalist
- A documented system that does not depend on one person
This is not an either/or choice. For companies that already have an IT person, we usually work alongside them: we take on servers, security and night-time alerts, while they stay with end users and internal projects.
Request a managed IT services quote
The first step is an audit. We look at what you have, where the risks are and how much work is involved, and you get a concrete scope and a fixed monthly fee.
Book a consultationFrequently asked questions
What are managed IT services?
Managed IT services are a model in which an external provider takes over the day-to-day running of a company's IT systems for a fixed monthly fee. That covers end-user support, server and network administration, monitoring, security, backup and IT planning. A provider working on this model is called an MSP, a Managed Service Provider.
How does an MSP differ from a conventional IT service company?
A conventional IT service company is paid per call-out and is engaged once something has already stopped working. An MSP is paid monthly and its aim is that no call-out is needed, so it invests in monitoring, patching, backup and security. The practical difference for a company is that the cost is predictable and someone watches the system continuously, instead of starting from scratch each time.
Do managed IT services replace an in-house IT person?
They can, but they do not have to. For smaller companies with no IT staff we take on IT entirely. For companies that have their own administrator we usually work alongside them: we take servers, security, backup and alert duty, while the in-house person stays with end-user support and knowledge of the business processes. That also solves the cover problem during absences.
How is the price of managed IT services determined?
The basis is the number of users and devices in scope, together with the agreed service level. The fee is a fixed monthly amount, so cost does not rise when a problem appears. Hardware and licence procurement is billed at equipment cost, and larger one-off projects such as a relocation or migration run as separate projects. We give a concrete price after an audit.
What does IT operations management include?
IT operations management covers availability and performance monitoring, planning and applying updates, access and account management, backup and recovery verification, security controls, incident response, maintaining documentation and periodic reporting. The goal is a system that behaves predictably and problems that get resolved before the business feels them.
Do you provide IT outsourcing outside Belgrade?
Yes. Remote support covers all of Serbia and resolves the majority of tickets. On-site visits are routine in Belgrade, Pančevo and the wider area, and for other locations we agree a schedule of regular visits.
Contact us to solve your IT problems together.
With our expertise, you can focus on what matters most, growing your business.
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