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Choosing a Managed Service Provider Whose Goals Match Your Own

Picking the right managed service provider (MSP) to manage your business technology can can quickly become an overwhelming task for anybody. Rather than having repairs as needed, you're partnering with a company to assist you in assessing your current technology, building a scalable plan for growth, and responding in a timely fashion.

What’s the difference?

A fundamental difference between the two methods is, the transaction-based “break fix” service has the client and provider working at cross purposes: The provider needs the client to have problems in order to have work to do. All the risk for the network’s health and performance is on the client’s side. A managed service provider (MSP), assumes some of the risk by charging a flat fee for an allotted amount of hours to keep the network running smoothly.

So how does a company choose their managed service provider? Here are some things to check for when evaluating an MSP.

Procedure

Managing multiple networks takes a very organized operation, with state-of-the-art procedures and tools. There should be a definable, and repeatable process for receiving service requests (whether generated by clients or monitoring tools), evaluating them, prioritizing them and assigning resources to resolve each one.  Any good MSP should be able to describe this process clearly while providing metrics as to how they meet their service level goals.

Experience

An MSP that’s only now getting into the game is unlikely to be as effective as one that’s been through the growth pains and has deep experience with the procedures and tools that constitute the best practices in this field.  Similarly, ask about the service provider's staff – do they have enough experience to be considered experts in Managed Services, too?

Capacity

Modern tools may enable a very small organization to become a Managed Services Provider. Many things that used to require site visits can now be done by remote means. However, at any given time, some percentage of an MSP’s client base is going to require some “hands on” service. Make sure the MSP you choose has enough people to effectively service their client base. What’s the size of their field force? Do they offer an on-location support center?

Communication

If a company decides to rely on an MSP to manage all or part of their IT infrastructure, it doesn’t mean they should be “out of the loop”.  The relationship is a partnership, and that means information about the health of the IT infrastructure needs to flow back to the client company on a regular basis, in the form of monthly reports and regular meetings. Similarly, to get the maximum value out of the relationship, the client company should seek to get the MSP involved in strategic planning, to ensure the network will continue to meet the company’s needs as it grows.

Clare Computer Solutions has been in business since 1990, and been providing Managed Services since 2003. We have proven procedures and processes in place to deliver a consistent level of service, and we track key metrics to ensure we maintain our clients' service level goals. We also help clients with their IT budgeting. It’s time your company’s information technology was properly managed – contact us to get started.

View our video on the importance of documenting your network.

Clare computer solutions managed service provider business IT support

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