(November 20, 2023) Almost all organizations rely heavily on information technology to accomplish their missions. However, staff and skill limitations often make it difficult to manage increasingly complex IT environments. That’s why roughly two-thirds of U.S. organizations work with a managed services provider (MSP). Every so often you find yourself in the position of evaluating managed service providers.
Most organizations today need more than basic break/fix services. They need a partner who can help advance their IT strategy. In particular, many are seeking guidance on cloud, cybersecurity, automation, and other key initiatives.
Choosing the right MSP is a big decision, and MSPs can have wildly different skill levels and expertise. While price is important, it’s even more critical to understand what you’re getting for your money. These 10 questions can help you find a provider that’s a good fit for your organization:
What services do you offer? Monitoring and maintenance of the IT environment are baseline services that most MSPs offer. However, many organizations need more specialized services. Make sure the provider has experience supporting all of the systems in your environment. Providers with Level 3 engineering support can handle more sophisticated problems such as routing and switching issues.
Can you help us implement new technologies? Best-in-class MSPs will have experience with real-world implementations of new technologies. They know what works and what doesn’t and can help you evaluate solutions and develop implementation plans. Ask what types of implementation projects they have completed in the past year.
Will you provide customized services? MSPs develop packages of solutions to increase efficiency and gain economies of scale. However, qualified providers can create a customized suite of services and solutions designed to fit your specific needs. They should also be able to demonstrate their expertise in a wide range of technical disciplines.
How will you protect my data? Look for providers with MSP Verify and Cyber Verify certifications from the MSPAlliance. These rigorous evaluations demonstrate that an MSP meets the highest standards for competence, compliance, and customer service. The annual renewal process requires independent review and verification.
Do you have experience in my industry? Unless you’re only looking for the most basic break-fix services, you need a partner who understands your business and your industry’s technology requirements.
How does your tech support work? Providers should be able to explain clearly how their ticketing and escalation process works. Will they provide you with updates until the problem is resolved? Is someone available around the clock, or do they offer service during regular business hours?
What kind of facilities do you have? Tour their facilities to get a better understanding of their capabilities. Do they have a well-equipped network operations center (NOC) with professional-grade monitoring and management tools? Do they offer additional data center services such as hosting and co-location?
Do you offer asset and vendor management? Most organizations today have hardware and software from dozens of different manufacturers. Ideally, your MSP will serve as a liaison between you and your technology vendors to ensure the timely resolution of issues covered by warranties or maintenance agreements.
Do you provide warranty tracking services? Some companies have hundreds of different IT equipment warranties and service contracts — some listing thousands of items with different coverages and expiration dates. Look for a provider who can automate warranty management to ensure there are no unexpected lapses in coverage.
How will you support a remote workforce? Your MSP should be able to support growing numbers of remote workers. In addition to regular monitoring, maintenance, patching, and upgrading services, your provider should offer remote network access technologies, help desk support, and on-call expertise with cloud-based communication and collaboration platforms.
Choosing the right partner is key to maximizing the benefits of the managed services model. Mainstream has expertise with a wide range of IT systems, and we serve customers in virtually every industry sector. If you’re in the process of evaluating potential technology partners, give us a call. We’d welcome the opportunity to learn more about your business and technology goals.
ABOUT MAINSTREAM TECHNOLOGIES
Mainstream Technologies delivers a full range of technology services in Arkansas and the surrounding region including managed technology services and consulting, custom software development, and cybersecurity services. We also offer industry-leading data center services in our Little Rock facilities. Established in 1996, Mainstream has earned a reputation for delivering quality, reliable, and professional technology services for public and private-sector customers across the United States.
Jeff Pracht
IT Business Development Manager
(479) 715-8629 Office
(501) 529-0008 Mobile
