Navigating the Digital Future: Managed Services Providers for IT Success

In today’s world, IT departments increasingly turn to managed services to trim costs and transform operations. 

According to Intelligent Technical Solutions, managed services deployment is estimated to reduce IT costs by 25-45% and boost operational efficiency by 45-65%. 25% of organizations report that downtime costs average between $301,000 and $400,000 per hour.

Whether it's redefining operational costs, gaining a firmer grip on infrastructure costs, bridging staffing voids, or even undergoing a complete transformation, IT-managed service providers lend the expertise and manpower IT departments need on their side.

9 Questions to Ask When Choosing a Managed Service Provider

Managed services provide IT departments with a substantial return on investment by offering flexible costs, specialized expertise, and strategic support. This approach helps manage expenses and compliance and fast-tracks the adoption of new technologies, enabling IT to lead in innovation.

In this article, we'll explore nine critical questions to ask when selecting a managed service provider:

1. What types of skills and experience do they have?
2. Do they take a customer-centric approach?
3. Can the company handle hybrid IT environments?
4. Do they have a broad portfolio of managed services?
5. What security protocols are in place?
6. Does the company continue to innovate?
7. Is the company financially sound enough to be your partner?
8. Does the MSP have a service level agreement in place? 
9. How flexible is the company's approach to unique customer imperatives?
   
   

1. What Types of Skills and Experience Do They Have?

When assessing a managed service provider, it's important to determine the types of skills and experience they possess. This involves:

• Confirming their proficiency
• Certifications
• Experience in your current IT environment's systems (hardware, databases)
• Potential future expansions

A competent provider will demonstrate the capability to manage change efficiently and offer strategic advice to enhance your operations. Moreover, they should have a strong grasp of industry trends to ensure your organization remains competitive. It is vital to inquire about their approach as trusted advisors and their ongoing commitment to professional development to maintain a cutting-edge service. 

2. Do They Take a Customer-centric Approach?

A good IT-managed service provider will prioritize your business goals and needs, actively listen to them, and adapt their services accordingly. They should demonstrate flexibility in customizing solutions to integrate seamlessly with your operations and maintain open lines of communication to address any concerns promptly. 

Additionally, pricing and cost transparency are important to ensure you get the best value for your investment. 

By thoroughly evaluating these factors, you can select a reliable and competent managed service provider to effectively support your IT operations and contribute to your business success. With references and pricing transparency, you can make an informed decision that aligns with your organization's needs and goals. 

Trust your instincts and choose a provider who fits your company's culture and values well. You can achieve improved efficiency, enhanced security, reduced downtime, and overall business growth with the right managed service partner.  

3. Can the Company Handle Hybrid IT Environments?

Hybrid IT environments combine on-premises infrastructure with cloud-based resources, offering enhanced flexibility and scalability. 

When evaluating whether a managed service provider can effectively handle such environments, examine their adaptability across various platforms and adeptness at integrating diverse systems. 

4. Do They Have a Broad Portfolio of Managed Services?

A broad portfolio of managed services allows the provider to cater to diverse business needs. This versatility allows you to consolidate different services under one provider, which can improve coordination and reduce management complexity – often leading to better synchronization of processes and systems and future scalability. 

Additionally, bundling services can result in more consistent support, with a single point of contact and unified reporting.

IT management service providers with a broad portfolio are more likely to offer innovative solutions and proactively suggest enhancements that align with evolving technological trends, helping your organization remain competitive.

5. What Security Protocols are in Place?

A managed service provider will have access to your business’s core hardware, staff data, and technology – so understanding their security protocols is essential. When choosing a provider, evaluate these key areas:

1. Security Frameworks and Standards: Determine if the provider adheres to recognized security frameworks and standards, such as ISO/IEC 27001, NIST, or CIS Controls. Compliance.
2. Incident Response Plan: Inquire about the strength of the provider's incident response plan and assess their ability to respond promptly and effectively to security breaches or incidents. Data Encryption and Protection: Ensure the provider employs strong encryption protocols for data in transit and at rest. 
3. Access Control Measures: Evaluate how access to your resources is managed and monitored. The provider should have strict access control policies, implementing the principle of least privilege to ensure that only authorized personnel can access sensitive information.
4. Regular Security Audits and Penetration Testing: Assess if the provider conducts regular security audits and penetration tests. Continuous evaluation of their security posture allows for the timely identification of vulnerabilities.
5. Employee Training and Awareness: Explore the provider’s commitment to ongoing security training and awareness programs for their staff. 

6. Does the Company Continue to Innovate?

The only constant in the IT industry is change. Yesterday’s cloud-first model is today’s data analytics trend. 

The managed service provider you choose should invest in ongoing training and new technology to stay relevant. 

7. Is the Company Financially Sound Enough to Be Your Partner?

A financially stable provider is more likely to invest in personnel, technology innovations, and infrastructure upgrades, which are critical for meeting your changing IT requirements. 

To evaluate a provider's financial viability, investigate the following:

• Company’s history: Includes its length of existence and its track record in weathering economic fluctuations. 
• Assess revenue streams and growth trends: This process reveals information about companies with diversified income sources and positive growth, which are generally more resilient. 
• Reviewing industry and analyst feedback: Includes insights into their financial health and strategic direction. 

Positive evaluations from reputable industry analysts and reports suggesting sustainable growth indicate a strong foundation. This research and understanding of customer reputation will paint a clearer picture of the provider's ability to serve as your organization's trustworthy and capable long-term partner.

8. Does the MSP Have a Service Level Agreement in Place? 

Tying payment to performance through SLAs is an effective risk mitigation strategy that aligns both parties' interests in a service contract. The managed service provider is incentivized to meet or exceed the agreed-upon standards by establishing clear, quantifiable performance metrics. 

These metrics should reflect critical aspects of service delivery, such as:

• System uptime
• Response times
• Customer satisfaction levels. 

If the provider fails to achieve these targets, you, as the client, can seek compensation, including financial penalties or credits toward future services. 

This approach ensures that managed IT service providers are held accountable and motivates them to improve service delivery continuously. 

9. How Flexible is the Company's Approach to Unique Customer Imperatives?

A flexible provider will take the time to learn about your business environment, industry nuances, and strategic goals. They should also be willing to customize their service delivery models and solutions to integrate with your existing systems and processes seamlessly. 

This might involve:

• Tailoring service levels
• Reporting structures
• Composition of their support teams to align with your operations. 

A customer-centric provider should demonstrate a proactive approach, offering innovative solutions that anticipate future challenges and capitalize on emerging opportunities specific to your industry. 

By doing so, they ensure that their services enhance your productivity, reliability, and stability rather than imposing rigid frameworks that may not be suitable. 

Making the Switch to a Managed Service Provider 

Managed services are a strategic imperative. By partnering with the right managed service provider, IT departments gain cost efficiencies, specialized expertise, and a strategic ally in innovation and growth. 

Ready to Select the Right MSP?

FNTS has provided hosted and remote managed services since 1996 through its state-of-the-art data center, which has 99.99% availability, hardworking technical staff, and customer-driven, customized solutions. 

To learn more about FNTS and how nearly 30 years of experience and numerous vendor partnerships can help your organization make the most of your IT systems, visit FNTS.com.