Managed and Co-Managed IT for Canadian Businesses

Your workplace

Why this matters.

An office can rely on several technology suppliers while still lacking a clear owner for a problem. Staff need to know who handles account access, who looks after the network and who coordinates an application issue that crosses both. As a business grows, unclear responsibilities can also leave maintenance, documentation and project preparation waiting between teams instead of moving forward.

Managed IT brings the agreed work into a coordinated service arrangement. Co-managed IT adds Netsmart's expertise and capacity alongside your existing staff, with responsibilities defined together. A shared understanding of supported systems, approval routes and supplier contacts helps daily requests reach the right people and makes it easier to plan improvements around your business priorities.

The IT work

What Netsmart can help with.

1. Define responsibilities

   Netsmart reviews your users, infrastructure, applications and existing supplier arrangements to identify the work each party owns. We agree which devices and services we support, which tasks remain with internal IT staff and who approves access, purchases and significant changes. In a co-managed arrangement, this can separate workstation support and network maintenance from application administration while keeping coordination clear. We document the division of work, key contacts and escalation points so everyday requests and larger changes have a practical route forward.

2. Establish support routes

   We confirm how staff submit requests, what information helps investigation and how issues move between Netsmart, your internal team and relevant suppliers. This includes agreed access arrangements, urgent escalation contacts and the records needed to understand the supported environment. Netsmart organises available asset information, application dependencies and useful troubleshooting history for the work we handle. We also establish how approval and change information is shared, giving both teams a consistent starting point when a problem affects several systems or departments.

3. Plan ongoing work

   Netsmart reviews maintenance needs, recurring requests and upcoming business changes with the people responsible for your technology. Together we identify improvements, equipment replacements and projects that need additional planning or specialist supplier input. Co-managed discussions can also highlight where your staff need capacity for a particular change or support task. We record priorities, ownership and the next steps for agreed work, connecting day-to-day support findings with a practical plan that your business can review against its timetable and available budget.

A workable support arrangement connects daily requests with the people who can approve and carry out changes. We establish a shared view of supported assets, access procedures and supplier contacts, then agree how requests move between Netsmart and internal staff. In a co-managed environment, documentation and change records help both teams work from the same information. Regular discussions identify recurring issues, upcoming projects and tasks that need a clearly named owner.

A practical example

How this works in practice.

For example, an internal IT employee manages business applications but needs help with workstation maintenance and network issues. We would define those responsibilities, agree escalation information and document how both teams coordinate an application outage affecting several staff.

Checks and handover

What the work can include.

• Responsibility and escalation map
• Shared support and change records
• Prioritised list of ongoing work