When it comes to IT support, the difference between good and bad isn’t just technical, it’s foundational. We’ve seen it all, and the patterns are clear. Here’s what separates the providers who protect your business from those who put it at risk.
🔐 Admin Passwords
Bad IT Support:
Same admin password across multiple clients.
No separation. No control. One breach, and everyone’s exposed.
Good IT Support:
Unique, secure credentials for every client.
Access is limited, logged, and regularly reviewed.
✅ The best go further with automated password rotation and just-in-time admin rights.
If the basics are ignored, no fancy tool will save you.
🛡️ Microsoft 365 Global Admin Access
Bad IT Support:
Old IT providers still have Global Admin access – sometimes years after contracts end.
No audits. No clean-up. Huge security risk.
Good IT Support:
Roles are regularly audited.
Global Admin access is restricted and monitored.
Former suppliers? Removed the day the contract ends.
Ask yourself: Who actually has access to your environment right now?
💸 Unused Microsoft 365 Licences
Bad IT Support:
Licences still active for staff who left months (or years) ago.
No checks. No audits. Just wasted money.
Good IT Support:
Leaver processes are airtight.
Licences are reassigned or cancelled promptly.
You only pay for what you need.
It’s not just about savings, it’s about control.
🔧 Security Tools vs Security Basics
Bad IT Support:
Sells every tool under the sun – SIEM, EDR, DNS filtering, threat hunting…
But skips the basics: Windows updates, third-party patches, firmware.
Good IT Support:
Starts with fundamentals.
Patch management is automated, monitored, and reported.
Advanced tools come later and only when managed by experts.
Cyber security isn’t about what you’ve bought. It’s about how well it’s run.
📉 18% of IT Providers Are Losing Money
(Source: Service Leadership Inc., Q4 2024)
Bad IT Support:
Undercharging, cutting corners, running at a loss.
Slow service. High turnover. No long-term planning.
Good IT Support:
Profitable because they run efficiently.
Fair pricing, team investment, client-focused outcomes.
You might wonder why you should care, but when the company that holds the keys to your digital kingdom goes to the wall you’ll understand. Cheap IT might save you now-but it could cost you when it matters most.
📞 Getting Help When You Need It
Bad IT Support:
Won’t take your call.
Everything goes through a portal with no exceptions.
Good IT Support:
Meets you where you are: phone, live chat, email, portal.
Help is fast, flexible, and human.
Great support isn’t just technical. It’s personal.
🎓 Security Awareness Training
Bad IT Support:
Sells you a tool and calls it done.
No rollout. No engagement. No accountability.
Good IT Support:
Helps embed training into your culture.
Starts with leadership buy-in.
Integrated into HR processes and 1-to-1s.
Training only works if it sticks. And that takes more than a login link.
This is a VERY active blog post! Every time we take on a new client we see something else that we can add to this list.
If any of it sounds familiar, it might be time to rethink your IT support. Providers of Good IT support don’t just sell tools, they build partnerships that protect your business.
