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IT Infrastructure Outsourcing

Ensure the Stability and Scalability of Your IT Infrastructure

Since 2007 in help desk services and since 2008 in ITSM, ScienceSoft provides IT infrastructure monitoring, troubleshooting, and evolution services to businesses in 30+ industries.

IT Infrastructure Outsourcing - ScienceSoft
IT Infrastructure Outsourcing - ScienceSoft

IT infrastructure outsourcing is an effective way to support your IT infrastructure by letting a competent third-party vendor maintain your IT environment. You can get quick access to expert skills, easily scale the ITSM team on demand, and save up to 150% compared to in-house support costs.

As a mature MSP with 15 years of experience, ScienceSoft offers comprehensive services that go beyond simply supporting your current infrastructure. We don’t just follow the existing SOPs — our proactive infrastructure engineers are here to help you improve, secure, and evolve your IT environment so that it can support even the most ambitious digital initiatives.

IT Infrastructure Components ScienceSoft Covers

IT Infrastructure Components ScienceSoft Covers

  • Networks (servers, switches, routers, modems, wireless access points, etc.).
  • Cloud services (IaaS, PaaS, SaaS).
  • On-premises data centers.
  • Cybersecurity tools (firewalls, SIEM, IAM, antivirus tools).
  • Data storage, including databases, data warehouses, data lakes.
  • Data backup systems.
  • Application infrastructure.
  • Development infrastructure (CI/CD, development and testing environments).
  • Desktops, laptops, mobile and IoT devices.

Outsourced IT Infrastructure Services ScienceSoft Delivers

ScienceSoft covers the full spectrum of IT infrastructure management services from the initial planning and design to the implementation and ongoing maintenance.

IT infrastructure planning and design

  • Analyzing the existing IT infrastructure components and management processes, defining the weak spots, and providing improvement recommendations.
  • Designing a new IT infrastructure or its components.
  • Developing new processes and policies for infrastructure management.
  • Contingency planning.

IT infrastructure administration

  • Administration of the entire IT infrastructure:
    • User administration, workstation management, assisting employee onboarding/offboarding.
    • Regular software updates.
    • Network management.
    • Data center management.
    • Cloud service management.
  • Infrastructure automation (e.g., CI/CD pipelines, IaC).
  • Contingency plan execution.

IT infrastructure monitoring

  • Continuously capturing the health and resource utilization of IT infrastructure components.
  • Ensuring real-time visibility across the IT infrastructure and prompt issue detection.

IT help desk

  • L1 & L2 support: resolving user and technical incidents for all infrastructure components.
  • Root cause analysis and issue recurrence prevention.

Cloud management

  • Migrating any workload (applications, websites, databases, storage, servers) from an on-premises to the cloud environment or a different cloud platform.
  • Cloud usage optimization.
  • Introducing workflow automation to manage cloud instances without human intervention.
  • Managing cloud workloads and ensuring stable cloud infrastructure performance.

Infrastructure security and compliance

  • Advising on security policies.
  • Regular infrastructure compliance reviews (HIPAA, PCI DSS, GDPR, etc.) and reporting.
  • Managed vulnerability scanning of networks, servers, databases, and applications.
  • Regular penetration testing (e.g., yearly, quarterly).
  • Continuous (365 days a year) security monitoring and analysis of events.
  • Incident response.
  • Transforming complex security regulations into comprehensible guidelines for employee training.

Our Selected Projects

What Our Customers Say

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Our Deliverables

ScienceSoft’s deliverables are tailored to suit the chosen service scope, cooperation model, and covered infrastructure components. We provide comprehensive and transparent reporting, including:

  • SOP documentation (service process descriptions; standards for ticket resolution; roadmaps to cloud infrastructure, CI/CD, IaC).
  • Regular SLA reports.
  • Knowledge base articles, FAQ, user guides.
  • Regulatory compliance reports.
  • Quarterly maintenance reports (performance, security, capacity, issues, patches, backups).
  • Infrastructure health check reports.
  • Security audit reports.
  • Incident reports, incl. root cause analysis.

Why Outsource IT Infrastructure Management to ScienceSoft

  • 34 years in IT services.
  • 15 years of experience in ITSM.
  • Partnerships with AWS, Microsoft, ServiceNow, Salesforce, and other tech leaders.
  • 10 years in DevOps practices.
  • 750+ IT experts, including Microsoft Certified Professionals, AWS Certified Solutions Architects, AWS Certified SysOps Administrators, AWS Technical Professionals, and Red Hat Certified System Administrators.
  • ISO 9001 and ISO 27001 certifications proving our dedication to high service quality and the security of our clients' data.
  • A top outsourcing service provider and advisor, according to IAOP's Global Outsourcing 100 list (2022, 2023).

Technologies We Use to Sustain Your IT Infrastructure

Flexible Service Plans to Meet Your Unique Requirements

Standard plan

  • Incident monitoring, resolution, and prevention.
  • Resolving user and technical issues, analyzing their root causes.
  • Security and compliance management.
  • Cloud services management and optimization.
I’m interested

Extended plan

The standard plan, plus:

  • Detecting and analyzing weak spots in the existing infrastructure.
  • Designing a new infrastructure or its components.
  • Reviewing and adjusting infrastructure policies and ITSM processes.
I’m interested

Advanced plan

The extended plan, plus:

  • Assistance with migrating to the cloud.
  • Setting up automated CI/CD pipelines.
I’m interested

Our Flexible Pricing Models

Monthly subscription fee

Best for: On-premises and cloud infrastructure management.

The subscription fee can be fixed (when the service scope is predictable) or determined on a pay-per-use basis.

Per-ticket pricing

Best for: L1, L2 support.

We establish the ticket cost at the start of our partnership. The number of tickets resolved will determine your monthly charges.

Time and Material (with a cap)

Best for: Consulting (e.g., cloud migration strategy and roadmap), test automation process setup, infrastructure transformations.

The monthly invoice you receive will be based on the amount of expended time and effort for that specific month.

Mixed model (e.g., subscription fee + T&M)

Best for: long-term cooperation involving multiple services.

You have the flexibility to combine pricing models that are tailored to your unique needs.

Navigating the Pitfalls of IT Infrastructure Outsourcing

Is the risk of security breaches higher when outsourcing IT Infrastructure to a third party?

Outsourcing infrastructure to a third party can increase the risk of security breaches if the vendor lacks adequate security measures and policies. A good indicator of solid security practices is an ISO 27001 or SOC 2 certification. At ScienceSoft, we hold an ISO 27001 certification and maintain a mature security management system, ensuring that cooperation with us doesn’t pose any risks to our clients’ data privacy.

Is it possible to outsource IT infrastructure management and still have full control over all the ITSM processes?

ScienceSoft's IT infrastructure teams are fully self-managed, but if you want your IT manager to lead the outsourced team, we are ready to cooperate on your terms. If you would prefer to be fully informed but not involved in the day-to-day routine, ScienceSoft preserves the transparency of the process by sharing regular detailed reports.

Does IT infrastructure outsourcing entail any hidden costs or fees that are not explicitly disclosed upfront?

This may be the case if you run into an MSP that doesn’t provide a clear and comprehensive service level agreement (SLA). A detailed SLA ensures transparency and cost predictability, as it clearly outlines the scope, conditions, and frequency of services provided by your MSP.

What if I decide to switch to another vendor or hire an in-house team?

ScienceSoft guarantees no vendor lock-in. If a client decides to end our cooperation, they will receive all the deliverables (description of infrastructure components, SOPs, roadmaps for to-be initiatives) to ensure a smooth responsibility transfer.

KPIs to Measure IT Infrastructure Outsourcing Efficiency

At ScienceSoft, we believe that quality can be managed only when measured. Here are the core KPIs we usually rely on:

Infrastructure performance and optimization

  • Reliability (based on SLO: service availability, number of incidents and recurring incidents, incident response time).
  • User satisfaction score.
  • Costs (target budget for cloud services vs. budget spent).

Infrastructure transformation

  • Change requests implemented.
  • Change requests waiting in the backlog.
  • Target budget for transformation implementation vs. budget spent.
  • Application adoption metrics.
  • Performance.

Help desk

  • First response time.
  • Customer satisfaction score.
  • Resolution rate.

Cybersecurity

  • Security incidents (detected, resolved, incident response time).
  • Protection level (vulnerabilities found, vulnerability fixes delayed).

What to Expect from ScienceSoft as Your MSP

  • 1.5–2.5x

    infrastructure cost reduction compared to the cost of in-house infrastructure support

  • 7–20%

    reduction in cloud costs due to cloud consumption optimization

  • 99.95%–99.99%

    application availability

  • 90%+

    user satisfaction score

  • <40 sec

    first response time for 90% of calls

  • <30 min

    first response time for help desk email tickets

Ready to Talk Specifics?

Let your team focus on business growth. We will be there to make sure your IT infrastructure keeps up the pace.