5 Questions to Ask When Evaluating Managed IT Services

Choosing the right managed service provider (MSP) is critical for any business looking to maximize its technology investments. The right partnership can ensure your IT infrastructure supports business growth and security while controlling costs, so you want to select an MSP that aligns with your business goals and delivers the desired results. You also want to ensure that if the relationship doesn't live up to your expectations, you can move on without penalty.

As you evaluate potential providers, here are five key questions to consider:

Read: 9 Tips on Choosing the Right Managed Service Provider (MSP)

Question 1: What Business Results Should I Expect from Internal or Outsourced IT?

Whether you have an internal IT team or outsource to an MSP, certain expectations remain consistent, and how an MSP meets your expectations is the best way to evaluate their performance. Here are the basics most businesses expect from their IT group:

• Responsive IT: Timely assistance to resolve issues quickly and minimize downtime.
• Capable IT staff: Skilled professionals who can solve problems efficiently without constant escalation.
• 24/7 support: The ability to support your team anytime, including outside regular business hours.
• Local presence: Quick on-site support when remote troubleshooting isn’t enough.
• Proactive monitoring: An IT team that detects and informs you of outages before they disrupt your business.
• Security patch management: Regular testing and implementation of critical updates to keep systems secure.
• Clear communication: Regular meetings to discuss upcoming renewals, necessary replacements and budget planning.

Although these are reasonable expectations that everyone should have, these reactive measures only cover the basics. To truly add value, IT services should focus on:

• Preventing issues: Minimize disruptions before they impact your team.
• Enhancing security: Stay ahead of cyber threats with updated security standards.
• Boosting productivity: Optimize technology to streamline operations and improve workflow.
• Strategic IT leadership: Develop an IT roadmap that aligns with your long-term business goals.
• Optimized spending: Ensure technology investments are aligned and avoid redundant costs.

Although every business has different technology needs, fewer companies can remain competitive by continuing a reactive approach. By shifting from a reactive to a proactive approach, companies can unlock greater productivity and return on investment (ROI) from their technology.

Question 2: Should I Look for Proactive or Reactive IT?

A critical aspect of IT management is determining whether you need a proactive or reactive approach. Here’s a quick comparison:

• Reactive IT: IT is seen as a cost center with minimal returns that mainly focuses on keeping systems running. Issues are addressed as they arise, and technology updates are done based on failures or refresh schedules. IT serves more as a maintenance function rather than a strategic asset.
• Proactive IT: IT is viewed as an investment with potential for significant returns. IT emphasizes preventing problems before they arise and implementing technology to enhance productivity and drive business growth. IT leaders work closely with other executives to ensure that technological decisions are aligned with the company’s long-term mission and vision.

A proactive strategy is essential for companies seeking to “do more with less.” It allows you to keep costs down and remain competitive, even when the budget or staffing is tight, by maximizing the value of your technology investments. Choosing a proactive IT approach can give you the confidence that your business is in good hands with a team that is always one step ahead.

Read: Proactive IT vs. Reactive IT

Question 3. How Will the IT Provider’s Business Focus Affect My Results?

With many companies offering managed IT services, it can feel overwhelming how to choose an MSP. However, when evaluating options, understanding their primary focus is essential. Some providers might treat managed IT as a secondary offering, which could impact the level of service you receive.

For a truly effective partnership, it’s best to choose an MSP whose core focus is on delivering managed IT services, not other products or services. Here’s why:

• Expertise: A provider specializing in managed IT services will more likely offer advanced solutions, industry best practices and tailored support.
• Focused results: Providers with a strong emphasis on managed IT are more likely to offer proactive services, like best practice alignment and strategic guidance.
• Alignment with business needs: When the provider’s revenue is tied to managed IT services, they’re more invested in delivering measurable results that align with your goals and objectives.

Opting for a provider whose primary focus is managed IT ensures that your business gains the expertise and proactive support needed for long-term success. These providers can also guide your entire technology spend and eliminate issues before they start.

Question 4. What Do the Managed IT Contract Terms Tell Me About the Relationship?

Reviewing the terms of a managed IT service contract can reveal a lot about how a potential partnership might play out. Asking a few questions about the terms of the contract will help save you some hassle as you narrow down your choices. Consider the following:

• Initial term length: Contracts typically range from one to three years. If a provider asks for a longer commitment, they should be able to clearly explain the value they provide during that time. A longer term should reflect a partnership approach rather than locking you into a contract without delivering value.
• Deliverables in writing: Ensure that the services and outcomes discussed in initial conversations are clearly outlined in the contract. This helps avoid misunderstandings and ensures accountability.
• Flexibility and exit terms: Look for clauses that allow you to adjust the services or exit the contract if the provider fails to deliver on promises. A flexible contract indicates that the provider is confident in their ability to meet your needs and is willing to earn your trust over time.

Contracts are a reflection of the MSP’s approach to client relationships. They should offer transparency and build confidence that the provider is committed to your success.

Question 5. How Can I Validate the MSP Will Perform as Promised?

When it comes to verifying the MSP’s ability to deliver as promised, there are a handful of areas to consider. By asking these questions and conducting thorough research, you can make an informed decision and select an MSP to help your business thrive.

• Reference checks: Request references from existing clients for firsthand feedback on the provider’s performance.
• Third-party validation: Look for certifications, awards or industry recognition that demonstrate the provider’s credibility.
• Security validation: Ensure the provider has implemented strong cybersecurity measures to protect your data.
• Industry and company fit: Consider the provider’s experience with companies of similar size and in your industry.

Read: 5 Risks of Not Going Proactive with Your IT

Consider Hiring Thriveon

Choosing an MSP that can grow with your business ensures that you won’t outgrow its capabilities and that you have a partner who can continue to support your long-term vision. One MSP to consider working with is Thriveon, an award-winning MSP that has been around for over 20 years.

Our proactive managed IT services align our clients with over 500 industry best practices to enhance their productivity and efficiency. We align your technology with your business goals and become a true partner in your company’s success. Along with our proactive managed IT services, we provide our clients with dedicated fractional CIOs to keep your business on track.

Learn more about the benefits of our proactive approach – schedule a meeting now.