Kenny Natiss on How to Make Managed IT Services Actually Work for Your Business

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Kenny Natis


Managed IT services are often pitched as the “fix-it-all solution," as if they’re going to be reliable problem-solvers, wherein the lowers are lower, uptime is better with less internal pressure. But in practice, most organizations don’t get what they pay for. As per Kenny Natiss, founder of The LCO Group, that’s because too many companies focus on delegation and not design. They tend to outsource the tasks without actually digging deep and structuring the possible outcomes.


Kenny Natis believes that the issue doesn’t lie in managed services, but it’s the absence of strategy around how they’re implemented, monitored, and measured. According to him, this is the real cause of the model not working as well as it should. Managed IT services can absolutely create value but only if they’re designed and utilized like any other critical function in your business.

 

Start with Business Priorities


Managed IT contracts usually begin with a checklist that includes basics like patching, endpoint security, ticket handling and so on. But with Kenny Natsiss, it’s a little different. He emphasizes that no technical function should be defined outside of business, which basically means figure out how it is going to help you.


Kenny Natis emphasizes that IT services should be strategically aligned with the business’s immediate goals, whether that means accelerating onboarding, improving compliance posture, or reducing risk, rather than simply maintaining system functionality.


If your provider isn’t asking those questions upfront, the result is usually generic execution and limited value.


How To Define Accountability


One of the most overlooked aspects of managed IT services is the ownership, so when something fails, like an email breach, a backup or a delay in onboarding, who’s responsible? Kenny Natiss states that a lot of companies lose credibility over this, where the assumptions are made but no one is made accountable when things get hard or when you need someone to rely on.


Kenny Natis emphasizes that for managed IT services to actually drive value, role clarity has to be built into the process. This means clearly defining who monitors systems, who escalates issues, and who signs off on fixes. Without defined accountability, even the best tools fall flat.

 

Don’t Trade Visibility for Efficiency


Outsourcing infrastructure doesn’t mean outsourcing insight, yet that’s what often happens. A provider that doesn’t deliver regular reporting on uptime, performance metrics, ticket trends, or user satisfaction isn’t a partner - they’re a black box.


Kenny Natiss states that IT should be treated and managed like how you manage any regular vendor-driven function. She firmly believes that you don’t need to accept marketing without data, finance without reconciliation and tech support without transparency. Keeping things efficient in IT services is the key to better outcomes, and being a founder himself, he knows it better than anyone.

 

Cheaper Is Not Always Smarter


Cost is always a concern regardless of the industry or the service you pick. Many businesses switch to managed services thinking that it will lower their IT spend. But again, they don’t think about the true total cost of ownership. The LCO Group routinely re-evaluates clients’ service costs against ROI metrics like response latency, staff productivity, and recovery time objectives.


Kenny Natiss says that they’ve seen companies that save a lot on contract value but end up losing a lot more in productivity due to poor support. Now again, that’s not savings, as the damage is already done. At his firm, regular financial reviews are baked into service relationships to prevent exactly that.

 

Security Is Never an Add-On


Security services at The LCO Group aren’t upsells; they’re in fact prerequisites, as security is non-negotiable, never an option. It includes everything from endpoint hardening, encryption, zero-trust access policies, employee training, and real-time threat monitoring.


Kenny Natiss understands that security can’t be a bullet point; it has to be a part of your system and a core part that surrounds the business. Every new client goes through a security readiness audit. And policies are reevaluated as the business scales, especially in high-risk verticals like finance or healthcare.

 

Strategy Makes or Breaks Execution


At the end of the day, managed IT services are only as effective as the framework behind them. That’s where most providers and most clients fall short. There’s effort, but no direction. Tools, but no alignment. Expectations, but no KPIs.


The LCO Group model is built on one rule: managed services should always be easier to manage, not harder. That only happens when strategy is as clearly defined as service delivery.

 

Managed IT services aren’t magic. They’re systems and systems need structure. Kenny Natiss believes businesses don’t just need outsourced support; they need performance-backed partnerships with transparent processes, measurable outcomes, and aligned goals.


Get specific. Get strategic. And get all your questions answered. Managed IT services will follow through.


author

Chris Bates


STEWARTVILLE

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