Managed IT services can simplify how your business manages and thinks about IT, providing you with more stability, more security, and even lower costs. But if you want to make the most of these benefits, you need to hire the right managed IT service provider.
What questions should you ask to better understand the managed IT service provider candidates available to you?
What Are Managed IT Services?
Managed IT services come in many forms, and are available through thousands of different prospective providers across the country. MSPs typically offer a wide range of different services related to IT, including architecture planning, network monitoring, cybersecurity services, help desk services, and more.
The basic idea is to use a managed IT service provider as a replacement for or an extension of your own IT department. If executed properly, this strategy can help you save money, improve your coverage, and ultimately improve your IT performance. However, these benefits are strictly contingent on your ability to find the right MSP.
Questions to Ask a Prospective Managed IT Service Provider
If you want to know whether your prospective MSP is the right choice for your business, ask these questions:
1. What credentials and qualifications do you have? First, learn about the credentials and qualifications held by this managed IT service provider. Who’s in charge of this organization? Who are the top members of the team? What certifications or accreditations are held by this organization and the people who work for it? Why is this MSP better than their competitors? It’s also a good idea to look at reviews and testimonials to see what other people have said about this provider in the past.
2. What’s covered in your service contract? Service contracts are usually flexible/customizable, in an effort to appeal to as many businesses as possible. Still, it’s important to fully understand what’s covered in all your service contract options. Pay close attention to what isn’t covered as well.
3. What types of support do you offer? Service providers have varying types of support to offer. For example, some may be willing to provide you with unlimited support for a fixed monthly fee, while others allow you a finite number of billable hours.
4. What is your availability? Most IT service providers who focus on total coverage are willing to offer 24/7 availability. This way, if you suffer an outage in the middle of the night, someone will be on staff to handle the situation. However, this isn’t a guarantee. If you do have 24/7 coverage, investigate how it works.
5. How is communication handled? How is communication usually handled when working with this MSP? Is there a main point of contact that you can reach for high level communication? Is there a ticketing system that you and your team are going to use? How quickly can you expect a reply? What happens if you can’t reach someone immediately? Are there backup options in place?
6. Can you support our existing systems? If you have extensive legacy systems in place, you may find it difficult to find a service provider who can service them. Most IT service providers are quite flexible, but there may still be some limitations to what they can do.
7. What security standards do you have in place? If you’re looking for support with cybersecurity, you’ll need to know the core elements of this service providers cybersecurity strategy. What are their most important security principles? How do they apply those principles in a live environment?
8. Do you rely on any subcontractors? Occasionally, you’ll find service providers who rely on a network of contractors and subcontractors to do the actual work. This could be an advantage, but it could also work against you if those subcontractors are unreliable.
9. How do you handle feedback? Does this MSP welcome feedback? Do they act on it? Who’s in charge of receiving and incorporating feedback?
10. How much automation do you use? IT automation is incredibly beneficial in most applications. How much automation is employed through this MSP?
11. Can you provide high-level strategy recommendations? Some MSPs focus mostly on day-to-day management, while others are willing to provide high-level strategy recommendations and assist with long-term planning.
Realistically, there aren’t any right or wrong answers to these questions (though, in most cases, some answers are better than others). What’s important is that you find a good fit. You may be willing to make sacrifices in certain, unimportant areas if it means saving money, or you may find that an otherwise perfect MSP is a poor fit because they can’t address one of your biggest priorities. Investigate multiple options before making a final decision.