Organisations increasingly rely on robust IT infrastructure and support to drive their operations and maintain a competitive edge. However, managing an IT environment can be complex and resource-intensive. This is where a Managed Service Provider (MSP) comes in.
MSPs are responsible for a wide range of IT services, which can vary depending on specific business needs. Therefore, choosing a provider is a critical decision that can significantly impact your business’s productivity, security, and growth.
In this article, we will discuss further what an MSP is and what you should consider when selecting a provider. By carefully evaluating these factors, you can ensure the MSP aligns with your needs and provides the necessary expertise to enhance your IT operations.
What is Managed Service Provider?
A Managed Service Provider, also known as MSP, is a company or organisation that offers outsourced IT services and solutions to other businesses.
The primary role of an MSP is to manage and support the IT infrastructure and systems of its clients. They are responsible for a wide range of services, which can vary depending on the specific needs of the client.
By outsourcing IT services, companies can benefit from specialised expertise, access to advanced technology and cost savings compared to maintaining an in-house IT department.
Here are some of the common services offered by MSPs:
IT infrastructure management
The MSP will be responsible for managing and maintaining the hardware, software, network components, and other IT infrastructure for their clients. MSPs ensure that the infrastructure is up-to-date, secure, and operating efficiently.
Network monitoring and security
MSPs monitor the client’s network infrastructure, including routers, switches, firewalls, and servers, to identify and address any performance issues, security threats, or vulnerabilities.
They implement security measures, such as firewalls, antivirus software and intrusion detection systems, to protect the client’s network from cyber threats.
Data backup and disaster recovery
MSPs develop and implement backup strategies to ensure the client’s critical data is regularly backed up and can be quickly restored in the event of data loss or system failure. They also create disaster recovery plans to minimise downtime and ensure business continuity in case of major disruptions.
Help desk and technical support
MSPs provide help desk services, offering technical assistance and troubleshooting to end-users within the client’s organisation. They handle user inquiries, resolve IT-related issues, and provide guidance and training on various software and systems.
Software and application management
MSPs also assist clients with the installation, configuration, and management of software applications, including updates and patches.
They ensure that software licenses are up-to-date and help optimise the usage of software to improve productivity and efficiency.
IT consulting and strategic planning
For businesses that need more guidance, MSPS offer consulting services to help clients align their IT infrastructure and system with their business objectives. They assess current IT capabilities, identify areas for improvement, and provide recommendations for technology investments and IT initiatives.
10 things to consider when choosing an MSP
Now that you know what an MSP can provide, you have a better idea of what you can expect from this sort of service. But what should you consider when choosing an MSP?
It is important that you assess your business needs and determine what kind of service your company requires from an MSP. When looking for a Managed Service Provider, here are ten things you should consider:
Expertise and experience
Evaluate the MSP’s expertise in managing IT services relevant to your business. Look for industry certifications, client testimonials, and case studies.
It is important that the MSP have experience with specific technologies and systems that are relevant to your business. With a deep understanding, these companies will be able to design and implement efficient and secure IT solutions tailored to your needs.
The more experienced an MSP, the more likely it is that they have encountered the issues and challenges you may face, responding quickly and minimising downtime.
When an MSP has experience in your industry, they understand certain IT requirements and compliance standards that may be unique to your business, as well as the technology landscape and challenges that are specific to your industry.
Assess the relationship MSPs have with vendors, consider their certifications and partnerships, and look for client testimonials and case studies. This will help you evaluate the MSP’s capabilities, track record and ability to address specific challenges faced by organisations similar to yours.
Range of service
Assess the range of services the MSP offers and whether they align with your company’s specific needs. Consider the depth of their service offerings, including infrastructure management, security, cloud services, and more.
A wide range of services allows the MSP to provide comprehensive support across different aspects of your IT infrastructure. Instead of engaging multiple vendors for various IT needs, a single MSP with a diverse service portfolio can handle all your requirements. This streamlines communication, simplifies management, and ensures cohesive and integrated IT operations.
As your business grows, your IT needs may change. An MSP with a broad range of services will be able to accommodate these changes. A diverse set of services also means an MSP will have expertise across various technology platforms and solutions, allowing for better integration and compatibility between different IT infrastructure components.
Scalability
Ensure that the MSP you choose can scale their services as your business grows. They should have the capacity and flexibility to adapt to your changing IT requirements and accommodate future expansion or downsizing.
Scalability can help optimise costs by aligning your IT expenses with your actual needs. With a scalable MSP, you can avoid overpaying for services you don’t require or being limited by insufficient resources. As your requirements change, the MSP can adjust the level of service, infrastructure capacity, and associated costs accordingly.
Scalable MSP services also enable you to respond quickly to market demands. If you need to launch new products, enter new markets, or scale up your operations rapidly, the MSP can provide the necessary IT infrastructure and support to enable your business to seize these opportunities.
An MSP that is capable of scaling up or down with ease is also important for business continuity and disaster recovery. A scalable MSP can design and implement resilient systems that can handle increased demand during critical periods or in the event of a disaster. They can ensure that your infrastructure is capable of handling failover and can meet the demands of recovery operations.
Service Level Agreements (SLAs)
Review the SLAs offered by the MSP, which define the level of service and support you can expect. Pay attention to response times, resolution times, and availability guarantees to ensure they meet your business requirements.
SLAs outline specific metrics and performance targets, ensuring that the MSP understands your requirements and commits to delivering services that align with your business needs. With a clear SLA, you can assess the quality of the service provided and identify areas for improvement.
The SLA serves as a legally binding agreement between a client and an MSP. They provide a level of protection for both parties, clearly defining the rights, responsibilities, and solutions in case of disputes. Therefore, assessing the SLA is extremely important when choosing a service provider.
Security practices
Inquire about the MSP’s security practices and measures to protect your data and IT infrastructure. Ask about their approach to cybersecurity, data privacy, compliance with regulations, and any relevant certification.
Data security is a critical concern for businesses today. An MSP that prioritises robust security practices helps ensure the protection of your sensitive data. They should have measures in place to safeguard data against unauthorised access, breaches, and data loss.
Security also involves setting measures to mitigate risks. MSPs should be able to address vulnerabilities to minimise the risk of incidents and improve overall security.
Monitoring and detecting potential issues are also an important part of MSPs’ security capabilities. The MSP should stay updated on the latest security threats and trends, leveraging threat intelligence to enhance its security practices and protect your systems from emerging risks.
MSPs should also have policies and practices in place to educate and train their employees, raising awareness about security protocols.
Proactive monitoring and support
Determine how the MSP monitors your systems and infrastructure. Look for proactive monitoring capabilities that allow them to identify and address issues before they impact your business.
Proactive monitoring enables the MSP to detect potential issues or abnormalities in your IT environment before they escalate into major problems. By continuously monitoring your systems, networks, and applications, the MSP can identify performance bottlenecks, security vulnerabilities, or hardware and software failures.
Early detection allows for timely intervention, minimising downtime and preventing more significant disruptions to your business operations. The MSP should also be able to track key performance indicators, such as CPU usage, memory utilisation, network latency, and application response times, which help identify inefficiencies.
Communication and reporting
Evaluate the MSP’s communication processes and reporting mechanisms. They should provide regular updates on the status of your IT environment, including performance, security incidents, and any ongoing projects.
Clear and transparent communication is essential for a successful partnership. Regular updates and reports on the status of your IT systems, ongoing projects, and service performance create a clear understanding of the MSP’s activities and progress. This transparency ensures that both parties are on the same page and helps build a trusting and collaborative relationship.
An MSP with effective communication channels ensures that you can easily report problems, receive regular reports on service performance and other metrics, and are informed about upcoming maintenance activities.
Make sure the MSP you choose has communication channels tailored to your preferences and needs.
Disaster recovery and business continuity
Assess the MSP’s approach to disaster recovery and business continuity planning. They should have robust strategies and technologies in place to ensure the availability and recoverability of your critical systems and data in the event of a disaster or disruption.
A robust disaster recovery and business continuity plan ensures that your business can quickly recover from unexpected events such as natural disasters, system failures, or cyberattacks. Therefore, it is important that you feel like the MSP you choose can ensure that you can resume operations swiftly in case of issues.
The MSP should regularly test the effectiveness of their plans to ensure that they can execute a smooth recovery in real-life scenarios.
Depending on your industry, you may have specific compliance requirements regarding DR and BC. An MSP experienced in your industry should have a deep understanding of these regulations and incorporate them into their service offerings.
Vendor relationships
We have already discussed how MSPs’ relationships with vendors will indicate their level of expertise and experience. Strong partnerships with major technology providers can ensure access to the latest tools, solutions, and support, which can benefit your business in terms of innovation, reliability, and cost-effectiveness.
MSPs also often receive specialised training and certifications from their vendor partners. These certifications demonstrate their competence and expertise in specific solutions. By selecting an MSP with strong vendor relationships, you gain access to skilled professionals.
Good vendor relationships can also give you access to favourable pricing and discounts on technology products and services and early access to new technologies.
Pricing and contracts
Understand the pricing structure and contractual terms offered by the MSP. Consider factors such as cost predictability, flexibility, and any hidden fees. Ensure the contract terms are fair and align with your expectations regarding service levels, termination options, and data ownership.
You should consider factors such as pricing models, additional fees, and the scalability of pricing as your business grows. A transparent and competitive pricing model ensures that you receive the desired services without any surprises or unexpected expenses.
While pricing is important, it should be viewed in conjunction with the value provided by the MSP. Assess the scope of services and ensure you are getting the best return on investment.
You should also carefully review the terms and conditions outlined in the MSP’s contract. Pay attention to aspects such as contract duration, termination clauses, service-level commitments, and any penalties for early termination. Consider your organisation’s flexibility needs and growth plans.
Conclusion
Selecting the right MSP is a critical decision that can significantly impact the efficiency, security, and growth of your business. An MSP should be a reliable business partner, ensuring that you can focus on your core business while giving the necessary support with IT infrastructure.
By understanding what an MSP can offer and what to consider when selecting one, you can make an informed choice that aligns with your organisation’s IT needs and objectives.
Remember, selecting the right MSP is an investment in the long-term success and stability of your company. Take the time to thoroughly evaluate potential MSPs, seek recommendations, and engage in discussions to ensure that the MSP you choose aligns with your goals and can deliver the reliable and comprehensive IT services you need.
