You’re deciding how IT work gets owned, executed, and measured day to day. CitySource Solutions offers two proven operating models: Fully Managed IT, where outcomes and SLAs are owned end-to-end by our team, and Co-Managed IT, where your internal IT keeps control while CitySource Solutions fills capacity and capability gaps (after-hours support, Tier-3/4 escalations, SOC/XDR, complex projects). The right choice comes down to ownership, scope, control, budget predictability, compliance load, and coverage windows.
What Is the Actual Decision You’re Making Between Managed and Co-Managed IT?
You’re choosing between outsourcing IT outcomes to a single accountable MSP versus running a shared responsibility model with clear handoffs.
- Managed IT centralizes ownership: CitySource Solutions operates helpdesk, infrastructure, cloud platforms, endpoint protection, monitoring, backups/DR, compliance reporting, and incident response under a flat-rate SLA with 24/7 coverage.
- Co-Managed IT shares ownership: your team leads daily business context and retains tooling visibility, while CitySource Solutions supplies 24/7 monitoring, after-hours support, SOC-led security, Tier-3/4 engineering, migration projects, and compliance artifacts.
Both models reduce downtime, tighten security posture with Zero Trust, and align to audit frameworks such as HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, and ISO 27001. The difference is how much control you keep and how you prefer to structure predictable costs.
What Is Fully Managed IT and When Does It Fit Best?
CitySource Solutions owns outcomes and SLAs end-to-end. We deliver the entire stack, helpdesk, infrastructure, cloud (Microsoft 365, Google Workspace, Azure, AWS), endpoint protection, SOC monitoring (SIEM/XDR/EDR), backup/DR, compliance reporting, vCIO planning, for a flat-rate that drives predictable OPEX.
When it fits:
- You lack internal IT or need to eliminate ticket backlogs without hiring.
- You require 24/7 monitoring, after-hours support, and clear ticket escalation paths.
- You must demonstrate audit readiness with consistent evidence (patch reports, access reviews, backup tests, incident logs).
- You prefer one accountable partner to reduce MTTR, minimize downtime, and keep a single onboarding roadmap for every site and user.
What you get:
- SLA-backed helpdesk with defined first response and resolution targets.
- Security Operations Center (SOC) handling alert triage, incident response, and policy enforcement guided by a Zero Trust model.
- Business continuity planning with tested RPO/RTO, plus role-based access controls and identity management.
- A strategic roadmap maintained by a vCIO to align spend, predictable costs, and capacity with your growth.
What Is Co-Managed IT and When Should You Consider It?
A shared responsibility partnership. Your internal IT retains authority over key systems and day-to-day context, while CitySource Solutions augments Tier-3/4 engineering, SOC/XDR, SIEM logging, after-hours coverage, cloud migrations, and project surge capacity. Tooling, ticketing, documentation, and RMM, is shared for transparency.
When it fits:
- You have 1–3 IT staff and need bandwidth for tickets and projects without adding multiple hires.
- You want higher control and visibility while offloading specialty security and complex escalations.
- You must meet regulated industry obligations (HIPAA, PCI-DSS, FINRA/NYDFS) and want CitySource Solutions to own SOC and reporting while your admins handle in-house tasks.
- You need coverage for evenings/weekends or multi-time-zone teams.
What you get:
- Shared dashboards and documentation to accelerate troubleshooting and change management.
- Helpdesk escalation tiers that route L1/L2 internally and L3/L4 to CitySource Solutions.
- Compliance evidence on cadence: audit logs, patch baselines, access reviews, backup verification, incident summaries.
- vCIO planning that preserves control of priorities while adding expert guidance on identity access management, Zero Trust, and multi-cloud strategy.
How Does Managed vs Co-Managed IT Compare Side by Side?
| Area | Fully Managed IT (CitySource Solutions Owns Outcomes) | Co-Managed IT (Shared Responsibility With Your Team) |
| Ownership & Control | Single accountable MSP; outcomes and SLAs are MSP-owned | Shared RACI; internal team retains authority over key systems |
| Scope of Work | All-inclusive stack: helpdesk, infra, cloud, security, compliance, vCIO | Gap-filling: Tier-3/4, SOC/XDR, projects, after-hours, tooling integration |
| Ideal Team Setup | No internal IT, or leadership wants one throat to choke | Small, overstretched IT team needing scale and specialty depth |
| Security Operations | 24/7 SOC, SIEM/XDR/EDR, Zero Trust policies, incident response | MSP-owned SOC recommended; internal handles BAU, MSP handles advanced detection/response |
| Tooling & Visibility | MSP-operated PSA/RMM and documentation | Shared dashboards, ticketing, documentation, and runbooks |
| SLA & After-Hours | Defined SLAs, 24/7 monitoring and after-hours support included | Business-hours or 24/7 add-on; explicit ticket escalation paths |
| Compliance Alignment | Built-in evidence: HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, ISO 27001 | Evidence delivered for MSP-owned domains; shared responsibilities documented |
| Pricing Orientation | Flat-rate pricing for predictable costs (per user/device), reduces internal headcount | Layered cost: internal salaries + configurable MSP retainer; typically cheaper than multiple hires |
| Business Continuity | MSP accountable for backups/DR, RPO/RTO targets, restore test cadence | Ownership defined per function; MSP often accountable for DR testing and reporting |
| Change Management | MSP proposes and executes with stakeholder approvals | Joint CAB; approvals split by domain with documented handoffs |
What Is the 5-Question Fit Test to Pick Your Model?
1) Do you have in-house IT with bandwidth for tickets and projects?
- No → Choose Fully Managed IT. You get end-to-end coverage under a single SLA.
- Yes, but stretched → Choose Co-Managed IT. Keep control; add Tier-3/4, SOC, and surge capacity.
2) How critical is after-hours coverage (evenings/weekends, multi-time-zone)?
- Critical → Either model works; ensure 24/7 monitoring and a documented escalation chain.
- Nice to have → Co-Managed IT with defined business-hours plus targeted after-hours for P1s.
3) Are you under strict compliance with recurring audits (HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, ISO 27001)?
- Heavy audit load, minimal internal bandwidth → Fully Managed IT centralizes accountability and evidence.
- Existing IT team, high compliance → Co-Managed IT with CitySource Solutions owning SOC and compliance reporting.
4) Do you want predictable OPEX with a single flat rate?
- Yes → Fully Managed IT standardizes scope and cost, reducing variance and surprise bills.
- Mixed → Co-Managed IT blends internal effort with a targeted MSP retainer for efficiency.
5) How much control do you want to keep over tooling and day-to-day changes?
- Low (just make it work) → Fully Managed IT reduces operational overhead and speeds decisions.
- High (retain visibility and authority) → Co-Managed IT with shared dashboards, documentation, and named owners.
Next step: request a 30-day onboarding map to translate your answers into a concrete onboarding roadmap, SLA targets, ticket escalation paths, and a prioritized IT health check across helpdesk, security monitoring, cloud configuration (Microsoft 365, Google Workspace, Azure, AWS), and backups/DR. CitySource Solutions will align responsibilities using a simple RACI so there are no gaps in ownership or incident response.
How Should Responsibilities and Handoffs Be Defined Between Teams?
Start by naming owners for each function and writing a one-page RACI so nothing falls between the cracks.
- Helpdesk & Escalation Paths:
- Managed IT: CitySource Solutions is responsible for L1–L3, with SLA-backed first response and MTTR; execs are consulted for priorities.
- Co-Managed IT: Your internal team handles L1/L2; CitySource Solutions handles L3/L4, complex troubleshooting, and ticket overflow. Define P1/P2/P3 bands and who is the P1 “incident commander.”
- Security Monitoring & Incident Response (SOC, SIEM/XDR/EDR):
- Managed IT: CitySource Solutions owns 24/7 monitoring, detection, and containment under Zero Trust controls.
- Co-Managed IT: CitySource Solutions typically owns SOC while your admins manage day-to-day policies; document the alert-to-action flow.
- Patching & Vulnerability Management:
- Managed IT: CitySource Solutions is accountable for patch cadence and reporting.
- Co-Managed IT: Split by platform (servers vs. endpoints). Name the approver and maintenance windows.
- Backups/DR & Business Continuity:
- Managed IT: CitySource Solutions owns backup policy, RPO/RTO targets, and restore tests.
- Co-Managed IT: CitySource Solutions performs restores/tests; your team approves change windows and retains local knowledge.
- Identity & Access (RBAC/IAM):
- Managed IT: CitySource Solutions manages lifecycle (joiners/movers/leavers) and role-based access.
- Co-Managed IT: Your team approves roles; CitySource Solutions enforces policies and MFA.
- Cloud & SaaS (Microsoft 365, Google Workspace, Azure, AWS):
- Define who owns tenant configuration, conditional access, licensing, and change control. Agree on rollback plans.
- Tooling & Documentation (PSA/RMM/Wiki):
- Share dashboards, ticket queues, and runbooks. Avoid silos by granting read/write access per role.
Write the escalation tree, name the incident commander, specify change windows, and attach the monthly compliance artifact list (patch reports, access reviews, backup tests, incident summaries).
Which Real-World Scenarios Map Cleanly to Each Model?
- No Internal IT, 25–150 Users:
Choose Fully Managed IT. CitySource Solutions runs the entire stack with 24/7 monitoring, flat-rate pricing, and a single service level agreement. Expect faster MTTR, lower downtime, and predictable costs. - Small Team (1–3 IT Staff) With Ticket Backlog:
Choose Co-Managed IT. Keep context in-house while CitySource Solutions absorbs helpdesk overflow, Tier-3/4 escalations, and after-hours support. Result: fewer open tickets, clearer escalation, and higher service quality without adding headcount. - Regulated, Multi-Site Operations (Healthcare, Finance, Legal):
If leadership wants one accountable owner, pick Fully Managed IT. If retaining control is important, pick Co-Managed IT and assign CitySource Solutions ownership of SOC, incident response, and compliance reporting. - M&A, Cloud Migrations, or Rapid Expansion:
Co-Managed IT adds project surge capacity, security hardening, and structured onboarding across Microsoft 365, Google Workspace, Azure, and AWS—without slowing your internal roadmap. - After-Hours Pain or Multi-Time-Zone Teams:
Either model works; ensure documented 24/7 coverage with a clear bridge number, escalation matrix, and P1 leadership.
What Drives Cost, Control, and Predictability in Each Model?
- Pricing Models You’ll Encounter:
- Fully managed: flat-rate per user/device with defined scope and SLAs.
- Co-managed: layered cost, your internal salaries plus a configurable retainer for CitySource Solutions, with project-based work as needed.
- True Cost Drivers:
User/device count, number of sites, required 24/7 monitoring, after-hours support, cloud footprint (Microsoft 365, Google Workspace, Azure, AWS), compliance depth (HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, ISO 27001), and project backlog. - Control vs. Predictability:
- Fully Managed IT: maximum predictability and fewer vendors to coordinate; CitySource Solutions owns outcomes and provides audit-ready reporting.
- Co-Managed IT: maximum control and visibility with shared dashboards and documentation; you tune spend to specific gaps like SOC, Tier-3, or migrations.
- Budget Tips:
Avoid a la carte sprawl. Scope to risk: prioritize incident response, backups/DR, endpoint protection, and identity controls before cosmetic projects. Lock SLAs and escalation paths in writing.
Which SLA and After-Hours Metrics Matter Most?
Measure what actually impacts uptime, security, and user experience:
- First Response Time (by severity band): Define targets for P1, P2, P3 tickets, including after-hours.
- Mean Time to Resolve (MTTR): Track by severity and by function (helpdesk vs. SOC incidents).
- After-Hours Path: Publish the on-call bridge, paging rules, and leadership escalation for P1.
- Change Management: Require approvals for risky ops; log change windows and outcomes.
- Backup/DR Cadence: Specify RPO/RTO bands and the frequency of restore tests with evidence.
- Patch Compliance: Set coverage thresholds and exception handling.
- Detection-to-Containment (SOC): Define how quickly alerts move from triage to containment with CitySource Solutions as the security owner.
- Compliance Reporting: Monthly artifact drop: patch reports, access reviews, backup tests, and incident summaries for audit readiness.
Clear SLAs plus real evidence make audits faster, reduce downtime, and improve accountability in both managed IT and co-managed IT.
What Risks Should You Watch For Regardless of Model?
- Ambiguous Ownership: Fix with a one-page RACI that names owners and approvers per domain.
- Tooling Silos: Share ticketing, RMM, and documentation; CitySource Solutions provides dashboards to eliminate blind spots.
- Shadow Changes: Centralize change control and require approvals for high-impact actions.
- Compliance Drift: Calendar monthly evidence delivery; capture access reviews, patch baselines, backup tests, and incident reports.
- Vendor Sprawl: Consolidate critical vendors and define who manages each contract and integration.
- Knowledge Loss: Keep runbooks current and attach them to tickets and changes.
- After-Hours Gaps: Name the P1 incident commander and publish the escalation tree.
What Are the Immediate Next Steps to Make a Confident Decision?
- Inventory users, devices, sites, and cloud apps.
- Run a Tech Health Check to surface coverage gaps in helpdesk, monitoring, patching, backups, identity, and compliance reporting.
- Use the 5-Question Fit Test to choose fully managed IT or co-managed IT.
- Draft the RACI and Escalation Tree with named owners and a P1 incident commander.
- Confirm SLA Targets for first response, MTTR, after-hours coverage, and change approvals.
- Map Compliance Scope (HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, ISO 27001) and schedule monthly evidence delivery.
- Schedule Onboarding and request your 30-day onboarding map to align scope, handoffs, and timelines across Microsoft 365, Google Workspace, Azure, and AWS.
Which Model Fits? Three-Question Quick Check
Do you have 0–1 internal IT staff and need predictable flat-rate coverage?
Choose Fully Managed IT from CitySource Solutions.
Do you have 1–3 staff but struggle with security, after-hours, or escalations?
Choose Co-Managed IT and assign SOC/XDR and Tier-3/4 to CitySource Solutions.
Are audits frequent and leadership wants a single accountable owner?
Lean Fully Managed IT, or use Co-Managed IT with CitySource Solutions owning security and compliance artifacts.
What Should Your SLA and Evidence Pack Include Before You Sign?
- Severity bands and targets: First response and MTTR for P1/P2/P3, including after-hours.
- Escalation tree: Named P1 incident commander, bridge, paging, and leadership escalation.
- Change control: Approval workflow, maintenance windows, rollback plans.
- Security operations: SIEM/XDR triage-to-containment timing, incident response runbooks, Zero Trust policies.
- Patching & vulnerability: Cadence, coverage thresholds, exception handling.
- Backups/DR: RPO/RTO targets and restore test frequency with documented results.
- Compliance evidence (monthly): Patch reports, access reviews, backup tests, incident summaries, and audit logs aligned to HIPAA, PCI-DSS, FINRA/NYDFS, NIST CSF, ISO 27001.
CitySource Solutions packages these artifacts on a schedule so auditors and executives see the same facts.
What Common Pitfalls Lead to Downtime or Audit Findings?
- Ambiguous ownership: Resolve with a one-page RACI naming owners, approvers, and informed stakeholders.
- Tooling silos: Share ticketing, RMM, and documentation so nothing disappears between teams.
- Shadow changes: Centralize change approvals and record outcomes.
- Compliance drift: Calendar evidence delivery; verify access, patches, and backups monthly.
- After-hours gaps: Publish the on-call matrix and run a P1 drill before go-live.
- Vendor sprawl: Assign a single owner for each critical vendor and integration.
CitySource Solutions addresses each risk with documented handoffs, shared dashboards, and SOC-led monitoring.
How Do You Finalize the Decision and Start Strong in 30 Days?
- Inventory users, devices, locations, and cloud apps.
- Run a Tech Health Check to surface ticket load, security coverage, patch status, backup success, and identity controls.
- Apply the Fit Test to select fully managed or co-managed.
- Draft the RACI and name the P1 incident commander and approvers.
- Lock SLAs for first response, MTTR, after-hours, and change windows.
- Map compliance scope and set a monthly evidence cadence.
- Kick off onboarding with a 30-day roadmap covering helpdesk cutover, SOC integration, identity hardening, and backup/DR validation across Microsoft 365, Google Workspace, Azure, and AWS.
What Outcome Should You Expect?
- Fully Managed IT with CitySource Solutions consolidates ownership and delivers predictable flat-rate operations, faster MTTR, and continuous audit readiness with 24/7 monitoring.
- Co-Managed IT with CitySource Solutions preserves your control and context while adding Tier-3/4 depth, SOC/XDR, after-hours coverage, and project velocity, using shared dashboards and documented handoffs.
Whichever model you choose, the goal is the same: fewer open tickets, tighter security posture, clear accountability, and measurable uptime, validated by SLAs and evidence your auditors and executives can trust.
What Questions Do Decision-Makers Ask Most About Managed vs Co-Managed IT?
What is co-managed IT?
Co-managed IT is a shared responsibility model: your internal team retains control while CitySource Solutions fills gaps such as Tier-3/4 escalations, SOC/XDR monitoring, after-hours coverage, complex projects, and compliance reporting with shared tooling and clear handoffs.
Is co-managed IT cheaper than fully managed?
Often, yes. Total cost blends internal salaries with a configurable retainer for CitySource Solutions, which is typically more efficient than hiring multiple specialists. Fully managed IT replaces internal headcount with a flat-rate, predictable monthly cost.
What does co-managed IT include?
Anything your team can’t cover consistently: helpdesk overflow, ticket escalation paths, endpoint protection, SIEM/XDR/EDR, patching, backups/DR testing, audit evidence delivery, cloud migrations (Microsoft 365, Google Workspace, Azure, AWS), and project surge capacity.
What’s the difference between an MSP and “IT support”?
CitySource Solutions operates as an MSP: proactive operations, defined SLAs, 24/7 monitoring, security operations, roadmap planning, and compliance alignment. “IT support” alone implies reactive ticket handling without accountability for outcomes.
Who handles after-hours incidents in a co-managed model?
Define it in the SLA. Most clients appoint CitySource Solutions as P1 incident commander after hours, with a documented bridge number, paging rules, and escalation to leadership.
Can we switch models later?
Yes. Many organizations start with co-managed for elasticity and later move to fully managed as hiring plans, compliance demands, or coverage needs change (and vice versa).