According to CloudSecureTech, 78% of businesses worldwide are facing a critical tech skills shortage. To fill these gaps, many businesses are choosing to turn to a managed IT service provider (MSP). However, it’s important that you know how to choose a managed service provider who will align with your business.
“Choosing an MSP requires careful consideration regarding why you want to work with an MSP before you decide which one to partner with.” – Eric Hullibarger, President, AhelioTech.
A misaligned MSP may offer generic solutions that don’t cater to your business’s specific needs. This can cause missed opportunities for optimization and can limit the effectiveness of the services. Therefore, having set managed services vendor selection criteria is a strategic way to support your potential ROI.
Our guide is here to help you tackle this process with confidence. We’ll show you how to plan your MSP search process and provide some good examples of questions to ask an MSP.
How to Determine Your Managed Services Selection Criteria
1. Define Your Business Goals
First, identify your specific business objectives. Think about aspects like operational efficiency, enhanced security, or support for scaling. Make a list of priorities that any service should meet to align with your goals. Even if you’re not sure how an MSP can help, mark it down. Your IT partner may have ideas to help you solve your issue.
2. Assess Your Current IT Environment
Take a close look at your existing IT infrastructure and processes. Identify what works well and where there are gaps. For example, if you lack strong cybersecurity measures or data backup, note these as areas where you need support. This assessment will guide you in finding services that fill these gaps.
3. Determine Your Budget Constraints
Set a clear budget for managed services based on your available resources and expected return on investment. Consider both immediate and long-term costs. Knowing your budget can help you choose only the services that fit your financial needs without sacrificing key requirements.
Get 24/7 Phone Support From CISSP-Certified Specialists |
4. Identify Essential Service Offerings
List out the core services you need. Avoid extras that don’t add value to your operations. Think about which services are must-haves for your team’s productivity and security, and prioritize those.
5. Evaluate Your Security & Compliance Needs
If your business handles sensitive information or must meet specific regulations, security and compliance should be a high priority. Look for services that align with your industry’s standards. This helps protect your data while keeping you compliant with regulatory demands.
6. Consider Your Support Requirements
Evaluate your internal team’s skills and capacity to manage IT tasks. Identify areas where your team excels and areas where additional support is necessary. This assessment helps you decide which responsibilities to keep in-house and which to entrust to an MSP.
How to Choose a Managed IT Service Provider: Step-by-Step
Your first step is to define your selection criteria as described above. However, once you have completed that step, here is what you need to do next to choose your ideal MSP.
1. Conduct Market Research
Explore the managed IT service provider landscape by researching available providers online, reading industry reports, and comparing service offerings. Aim to find providers that specialize in areas relevant to your business needs. After all, with an estimated 40,000 MSPs in the United States, you can’t possibly book a call with everyone.
2. Evaluate Each Provider’s Cost Transparency
Look for transparency in how providers present their services, pricing, and contract terms. A reputable provider should offer clear and understandable details about their offerings and pricing structure. Avoid providers with hidden fees or vague terms.
3. Review Data Protection Policies
Examine each provider’s data protection practices, including their policies on data handling, storage, and access control. Make sure their policies align with your security standards to protect your information. It’s also important to assess an MSP’s internal protection policies. That’s because 29% of security breaches begin with a third-party connection.
| Dig Into Everything You Need to Know About IT on Our Blog |
4. Understand Contract Terms & Exit Clauses
Review each provider’s contract terms, including details about service length, renewal policies, and exit clauses. Make sure you can adjust or exit the contract without heavy penalties if your needs change. This flexibility can prevent future issues.
5. Analyze Their Disaster Recovery Plans
Ask potential providers about their disaster recovery procedures, including backup frequency, recovery time objectives, and testing practices. A solid recovery plan ensures that your business can quickly bounce back from disruptions.
6. Evaluate Long-Term Partnership Potential
Consider whether the provider seems like a good long-term fit based on their stability, company values, and customer service. Choosing a provider with similar goals and values can lead to a smoother partnership as your business grows.
Potential MSP Qualifying Questions
| Question | When to Ask | What to Look for in MSP’s Answer |
| What experience do you have in my industry? | Ask this early, during initial discussions. | Look for direct experience in your industry, an understanding of your specific compliance and security needs, and examples of successful projects with similar clients. |
| What is your onboarding process for new clients? | During the evaluation phase, when considering the transition. | Expect a clear, step-by-step onboarding plan, including timelines, responsibilities, and support. A thorough, structured process shows the MSP’s readiness to support a smooth transition. |
| How quickly do you typically respond to and resolve issues? | When assessing support capabilities and responsiveness. | Look for concrete metrics like average response times, escalation processes, and resolution benchmarks. Reliable providers often offer service level agreements (SLAs) with defined response times. |
| How do you communicate updates and handle ongoing reporting? | When considering long-term communication and transparency. | Expect regular, clear reporting with metrics on performance, updates, and open lines for questions. Reliable providers offer customizable reporting and proactive notifications for issues. |
| Do you offer scalability options as our business grows? | When planning for future growth and flexibility. | Look for a willingness to adapt their services to your evolving needs, with options for scaling up or down as required. Providers should detail available packages or modular services. |
| What is the structure of your support team, and who will be our point of contact? | During discussions about ongoing support. | Look for a dedicated account manager or team with a clear escalation path. The MSP should offer a structured support hierarchy and easy access to contacts for assistance. |
| What proactive measures do you take to prevent IT issues? | When assessing the provider’s approach to proactive maintenance. | The MSP should discuss regular monitoring, patch management, and preventive actions. Effective providers focus on preventing issues before they impact operations. |
| How do you handle changes to the scope of services during the contract term? | When discussing contract flexibility and adaptability. | Look for flexibility to adjust services as your needs evolve, with clear policies for amending the contract scope without excessive penalties. |
What Makes a Great Question to Ask During MSP Discovery Calls?
A great question during an MSP discovery call helps you get clear, specific information about how the provider fits your needs. Good questions should go beyond basic information and focus on areas that affect your business directly, like operations, budget, and future growth.
Ask open-ended questions that let the MSP explain their processes and give examples. This helps you understand how they handle daily support, security issues, and service changes.
Effective questions also help you see how the MSP communicates, responds to issues, and shares information. Look for answers that show the MSP’s transparency and accountability.
| Discover AhelioTech’s Range of IT Services in Columbus, Ohio! | |
Try Asking AhelioTech Your MSP Qualifying Questions
Taking a proactive approach to your MSP search is your key to choosing the right partner the first time. Once you have your criteria set in place, we’d gladly see how we measure up against it.
Reach out to AhelioTech today to start your MSP search. Our team already helps hundreds of businesses like yours across North America. We also provide flexible month-to-month contracts so you can try our services without the fear of vendor lock-in.
