What to look for
With such a diversity of MSP services, you need to be a smart shopper. Here are some tips to help ensure the MSP selection process is efficient.
First, define the issues you want to solve and itemize your business procedures. With so many MSPs out there, it's important to prioritise your needs to eliminate some vendors from consideration right off the bat.
Next, determine exactly how much of your infrastructure you wish to outsource, keeping in mind the risks associated with this decision. Think about whether you want to outsource the management of the company Web site, specific processes such as security or storage, or your entire IT infrastructure. The risk is greater if you're using the MSP for mission-critical access to applications as opposed to just monitoring tasks.
Another critical issue to consider is the level of problem resolution you need. Some MSPs alert you to potential and critical issues but leave problem resolution to your IT staff. If your staff needs expert assistance to help solve the issue, some MSPs will undertake problem resolution from start to finish. Others will refer you to channel partners specializing in those areas.
Taking the time to thoroughly investigate potential MSPs will help prevent service disruption down the road. If possible, arrange a visit to the MSP's facility to examine its procedures and data-centre infrastructure. Your MSP's solution should be scalable to grow with your business. It should provide consistent levels of service regardless of how quickly your business grows. Ensure you're satisfied with the MSP's security processes, redundancy levels, and backup procedures.
Carefully review the MSP's technical solutions, and think about how they'll integrate with your current infrastructure. For example, some MSPs require the use of agent technology to generate performance data and increase manageability. But using agents requires a deployment process that may make it more difficult to drop the service. Also, determine if you're comfortable with remote monitoring, or if you'd rather an MSP place servers internally to collect data.
Ask prospective MSPs for a list of references, and call them to find out their experiences. It may be worthwhile to ask for an entire customer list and randomly call companies for feedback. If the customers are having great experiences, the MSP has nothing to lose by divulging this information. Also find out how long the MSP has been in business. Depth of experience is an important consideration, with so many new vendors entering the market.
MSP executives have varied backgrounds, ranging from system integration and consulting to network management and software development. Try to ascertain how the vendor is dealing with the tight labour market for technicians.
Once you've decided on an MSP, carefully define a service-level agreement (SLA). An SLA is the contract that specifies the level of service an MSP will provide, and how your company will be reimbursed if service interruptions occur. Consider adding contract language to address what happens in the case of an MSP merger, acquisition, or insolvency. Another key factor to include is an out clause outlining the procedure for dissolving the relationship with the MSP.
The SLA should clearly define and divide responsibilities between your IT staff and the MSP. It's critical to outline the routing of trouble tickets, and determine who gets alerted when specific events occur. Businesses should be proactive in informing the MSP of hardware and software changes; this open communication between parties makes for a better working relationship.
The MSP model is relieving specific pressure points for many businesses. The most successful MSPs forge strong partnerships and stress a proactive, preventive methodology. Although the model is still maturing, be aware of the possibilities these services provide. By thinking about how your business processes will integrate with MSPs, you can realise productivity gains, expand strategic initiatives, and more effectively manage internal systems.
