Ownership
Who owns service desk, endpoints, infrastructure, suppliers and improvement work.
Technology comparison
The right support model depends on ownership, internal capability and escalation depth.
Compare fully managed IT outsourcing with co-managed support for organisations deciding how much operational responsibility to retain internally.
GUIDE?
Who this is for
Use requirements before product preference.
Business leaders and internal IT managers redesigning their support operating model.
Comparison criteria
Questions worth answering before the shortlist.
Internal capability
Which skills and business knowledge should remain inside the organisation.
Escalation
How specialist infrastructure, cloud, security and application issues move between teams.
Coverage
Support hours, onsite response, project delivery and out-of-hours expectations.
Governance
Service reviews, reporting, documentation, change ownership and strategic planning.
Commercial model
Predictable managed scope versus flexible augmentation and project capacity.
AL Group position
We would rather recommend the right architecture than force a predetermined answer.
AL Group supports both models. The engagement should document responsibilities explicitly so the customer does not end up paying two teams while critical tasks sit between them.
Need an evidence-led comparison?
Talk to an engineerBring us the estate, constraints and target outcome.
We can assess the current state, compare realistic options and document migration or implementation risk before you commit.