In the face of rapidly evolving technology, more organizations are opting to outsource their IT support, either partially or completely. This decision has significant ripple effects, affecting internal users and external third-parties alike. Consequently, the Managed Services Provider (MSP) market has seen an influx of new players. So, how do you filter through the noise and select the best MSP for your needs?

There’s more to choosing an MSP than just price competitiveness, quality references, and company longevity. The following insights delve into the key differentiators that set exceptional MSPs apart. After all, the MSP you choose will essentially become an integral extension of your organization, safeguarding your bottom line from potential disasters.

Are Managed Services the Right Fit for you?

Before diving into the MSP selection process, it’s crucial to determine if managed services align with your organization’s needs.

While in-house IT personnel provide superior control, they might be an expensive resource if your organization isn’t sufficiently large. Most MSPs operate on a shared resource model, offering extensive and comprehensive support at a cost that only large-scale organizations can match.

The best MSPs have thorough policies and systems in place to handle the inherent challenges of this model. If your organization can relinquish some control over IT operations, an efficient and highly competent IT support experience awaits.

Evaluating Managed Services Providers

1. Experience an Expertise

An exceptional MSP should have a minimum of ten years of experience, showcasing their exposure to various IT support scenarios. This longevity serves as evidence of their consistent performance and stability.

A reputable MSP can offer a wide range of expertise that only large organizations could typically match. It’s important to assess whether the MSP has extensive experience and resources relevant to your specific technology and if they’re preparing for emerging technologies.

2. Repeatability and Processes

High-performing MSPs have established processes that reduce uncertainty and ensure a consistent support experience. An MSP that aligns their processes with the globally accepted IT service management framework, ITIL, demonstrates their commitment to aligning business needs with IT operations.

3. Availability

The availability of an MSP is crucial, especially considering different time zones and geographical spread. Your business doesn’t pause at the close of the workday, and neither should your MSP.

Consider the geographical footprint of your potential MSP. While most support can be provided remotely, sometimes a physical presence is essential. Assess whether they can provide services when needed and if they have sufficient manpower for your critical locations.

4. Focus on Business Outcomes

The best MSPs understand that they are a service organization first and a technology organization second. A successful partnership begins with aligning the MSP’s priorities with yours, both strategically and incidentally. Consider how your potential MSP plans to align your goals proactively.

5. Shared Values and Expectations

Shared values and common goals form the foundation of successful relationships. Your MSP should view partnership as a two-way street, with mutual obligations. They should be in sync with your organization and agree on essential aspects like scheduled maintenance windows, escalation matrices, major incident declarations, and change management processes.

Key Takeaways

Selecting an MSP can be simplified by keeping these points in mind. At Micro Strategies, we believe in the synergy of partnership and operational excellence.

Remember

• An ideal provider should possess the skills to support your current and future technologies.
• Documented processes ensure consistent and responsive support.
• Your provider should have a strategy for physical presence when necessary.
• Ensure your provider aligns with your strategic goals and encourages open communication.
• Your provider should share your values and expectations and be open to mutual commitments.