Selecting a managed services provider (MSP) is an important decision for any organization, as your MSP is not only responsible for supporting critical aspects of your business’ IT systems and infrastructure but can help build the right digital foundations that drive success of your business. The right MSP will look for ways to optimize, automate, and integrate your solutions to drive agility and growth. Here are some steps to help you select the right partner:
- Determine your organization’s needs: The first step in selecting an MSP is to clearly define your business needs and expectations. This may include an assessment of your present IT infrastructure with respect to your revenue-driving goals and any challenges or needs that the MSP must address.
- Research potential MSPs: Once you’ve identified your needs, research potential MSPs and compare their offerings to determine which is the best fit for your business environment. In addition to getting a clear picture of the MSP’s offerings, this may include assessing customer reviews and case studies, and speaking with references.
- Review service level agreements (SLAs): Be certain that the MSP you choose is able to meet your specific requirements. SLAs should outline the services that the MSP will provide, as well as the performance standards and metrics that the MSP is expected to meet.
- Evaluate the MSP’s expertise and capabilities: Your organization should have a clear understanding of your own environment and initiatives against which to measure the strategic benefits of a partner MSP. Ask specific questions about the MSP’s experience with similar projects, technical skills, and resources.
- Consider the MSP’s culture and fit with your organization: Intention toward cultural alignment of values and goals is crucial for a successful business partnership. Ask pointed questions about how the MSP engages and communicates with its customers.
Once you’ve narrowed down your list, here are some key elements that you should carefully negotiate upon choosing an MSP:
Service level agreements (SLAs): The SLA will provide the baseline for outlining the services that the MSP will provide as well as the performance standards the MSP is expected to meet. Reviewing SLAs can help ensure that the MSP will meet your expectations and requirements set forth in the contract.
Response times: The speed at which the MSP responds to service requests or issues is an important benchmark to consider. Inadequate response times can have a major impact on your organization’s productivity and efficiency.
Uptime: The percentage of time that an MSP guarantees systems are available and functioning is another important benchmark. A high uptime percentage indicates that the MSP’s systems are reliable and available when needed.
Customer satisfaction: Gathering feedback from other organizations’ employees about their experiences with the MSP can provide valuable insights into the MSP’s performance. Surveys and other methods of gathering customer satisfaction data can be used to benchmark the MSP’s performance along business-critical metrics.
Selecting a managed services provider requires careful consideration and due diligence. By following these steps, you can ensure that your MSP that is well-suited to meet your needs and provide strategic guidance for driving you transformation journey towards a more agile business.
Interested in learning about the technology and best practices driving IT managed services forward? Register for this live virtual event on the Future of Managed Services to learn about the latest trends.
