Managed services offer 45%–65% cost savings compared to an in-house IT team. Yet, these cost savings won’t mean much if the provider you work with isn’t a good fit. Choosing an MSP with high-quality services is equally, if not more, important than price. What “high-quality” means to you should guide how you choose a managed IT service provider.
“A comprehensive checklist is crucial when selecting a managed IT services provider. It ensures you don’t overlook essential criteria that could impact your business operations.” – Eric Woodard, CEO at Protek Support.
Before you begin looking for a managed services provider (MSP), creating a managed IT services checklist can help. Having such a checklist on hand is a simple way to make sure no key criteria are missed by any staff members who are helping you choose a potential MSP.
Our guide is here to help you create that checklist. We’ll provide tips on how to determine what should be on your checklist, how to communicate it to your staff, and recommend some good managed services qualifying questions to ask.
Steps in the MSP Selection Process
Before we dig deeper, let’s take a high-level look at how to perform an MSP selection process. The general steps are fairly simple. They are as follows.
- Clearly define your business needs and objectives
- Assess the provider’s experience and expertise in your industry
- Ensure the provider offers scalable services that can grow with your business
- Verify the provider’s certifications and compliance with industry standards
- Understand the provider’s pricing structure and contract terms
These steps help you mitigate risks and enable you to align the services with your specific business requirements. Always remember that a well-organized selection process will lay the foundation for a successful partnership with your MSP.
How to Decide What Should be on Your Managed IT Services Checklist
1. Assess Your Business Goals
Begin by identifying your core business operations and how IT supports them. Consider what functions are critical to your business, such as data management, network security, and customer support. Understanding your business needs will help you determine the specific IT services that are essential.
2. Identify Your Challenges
Reflect on past IT issues or areas where your current IT setup is lacking. Common challenges include frequent downtime, inadequate security, or lack of scalability. These pain points should be addressed in your checklist to ensure that potential providers can meet these needs.
3. Consult Key Stakeholders
Engage with key stakeholders, including department heads and IT staff, to gather insights on their specific needs and expectations from a managed IT services provider. This collaborative approach ensures that all critical areas are considered when creating your checklist.
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4. Research Industry Standards
Look into industry standards and best practices for managed IT services. This will help you understand what is typically offered and what you should expect from a provider. Include criteria such as certifications, compliance, and service level agreements (SLAs) that align with these standards.
5. Consider Your Future Growth
Think about your company’s future growth and how your IT needs might evolve. Your checklist should include criteria that ensure the provider can scale services as your business expands, such as flexible pricing models and the ability to add or modify services as needed.
6. Compile & Organize Your Checklis
After gathering all the necessary information, compile your checklist into a well-organized document. Group similar criteria together, such as service offerings, security, and support, to make the evaluation process more efficient.
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Useful Managed Services Questions to Ask Potential Partners
Ask About Their Service Level Agreement (SLA)
Understanding the range of services offered and the details of service level agreements is crucial. This includes knowing what is covered, response times, and penalties for non-compliance. By ensuring these details are clear, you can avoid miscommunication.
What to Ask:
Service Scope:
- Define the specific services covered
- Identify any exclusions and limitations
- Clarify maintenance and update responsibilities
Performance Metrics:
- Outline uptime and availability targets
- Set response and resolution timeframes
- Establish performance reporting and review processes
Penalties and Remedies:
- Detail consequences for failing to meet SLA terms
- Describe remediation steps and compensation policies
Ask About Their Security Measures
On average, a cyber attack occurs every 39 seconds. For this reason, you can’t afford to ignore data security. Be sure to inquire about the provider’s security frameworks, certifications, and incident response strategies.
Key Questions to Ask:
- What cybersecurity measures are in place?
- Do you hold any industry-specific security certifications?
- How do you manage data breaches and security incidents?
- What are your data encryption and backup protocols?
- How do you ensure compliance with relevant regulations?
Ask About Pricing Structure & Potential ROI
96% of survey respondents reported that the budget predictability that MSPs offer is key in their decision to outsource. Still, cost considerations and ROI must always be involved in your strategic decision. Remember, the lowest-cost MSP upfront may not always be the most cost-efficient in the long-term.
Key Considerations:
Transparent Pricing:
- Ensure that the pricing model is clear and includes all potential costs
Cost-Benefit Analysis:
- Compare the costs of in-house IT management vs. outsourcing to an MSP
Savings Potential:
- Look for potential areas where MSP services can lead to cost reductions, such as reduced downtime or increased productivity
Investment Value:
- Evaluate the long-term benefits and returns gained through improved IT infrastructure and services
Ask About Customer Support
Customer support and response times are critical factors that influence satisfaction with managed IT services. Efficient support systems can significantly enhance user experiences and minimize downtime.
What to Ask About:
Support Availability:
- 24/7 support vs. business hours support
- Availability of multichannel support (phone, email, chat, etc.)
Response and Resolution Times:
- Average response time for critical issues
- Time taken to fully resolve common problems
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Start Your Search With Protek Support
While you may not necessarily need to make an entire managed IT services questionnaire, having a detailed checklist to help guide your team members through the selection process can be incredibly helpful.
Once you’ve determined your criteria, your next step is to start looking. However, as CloudSecureTech points out, there are over 40,000 MSPs on the market, and the number is still growing.
Since you’re already here, why not begin your search with Protek Support? Our 94.6% client satisfaction rating is driven by our commitment to our client’s business continuity and success. We drive results by offering 24/7 service and by tailoring all hardware and software recommendations to their specific needs.
Become our next happy client by contacting us today!