Managed IT Services Criteria That Every Business Owner Should Look For
Choosing a managed service provider (MSP) isn’t always easy. When everyone boasts about the same services, it can be hard to tell who is really a good fit. The good news is that asking the right managed services qualifying questions is usually enough to cut through the noise.
| “Choosing an IT provider by merely comparing features, capabilities, and pricing is not a recipe for success. The quality of your results will be largely determined by the working relationship you have. Therefore, it’s more important to focus on their approach, process and how they intend to engage with you.” – Ray Sweeney, Chief Commercial Officer, Sensible Business Solutions |
Although, the bad news is that many of the suggested qualifying questions you may have heard before aren’t helpful. For instance, asking how fast their response times are really doesn’t tell you much about the quality of the service they provide after that response happens.
That’s why we put together this guide to help out. Our goal is to help you narrow down onto an MSP that will actually help you meet your business goals instead of one that simply offers the baseline services that anyone can provide.
The Managed IT Services Questionnaire For You
Before you begin your search, consider why you need a managed IT provider. Knowing that will help you select good managed services to meet your needs. For instance, if your primary need is cloud computing, choosing an MSP focused on hardware infrastructure won’t be helpful (though someone who handles both could be a good fit).
You may not fully grasp how different technologies can improve your day-to-day operations, and that’s fine. To figure this out, reflect on what an MSP can do that you currently can’t. Here are some questions to help you identify your needs.
| Still Trying to Figure Out This Managed IT Thing? Here’s More Help |
What Are My Main Business Challenges Right Now?
This question helps you pinpoint where technology might be most beneficial. Reflect on areas of your business that are currently lacking efficiency or effectiveness. Identifying these challenges helps you understand what outcomes you need from a managed IT provider.
If you’re unsure what criteria to use when comparing MSPs, consider writing a hypothetical job description for an IT Director or CTO. The top few bullet points will highlight what’s important to you, whether it’s clear communication, security, functionality, or delivering commercial returns. This approach will help you focus on the qualities that matter most for your business.
Once you’ve identified your main challenges, consider how you want to resolve them. Knowing how to get there isn’t required. Focus on the outcomes, such as reducing errors, enhancing data security, or improving communication. A good MSP can handle the rest.
How Do I Want My Daily Business Operations to Improve?
Imagine your ideal work day and consider what changes may help you get closer to that image. Changes may include faster processing times, easier communication, or more streamlined task management. Listing which of these could boost your bottom line the most will help you choose an MSP who will help you get there.
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What Goals Am I Aiming to Achieve in The Next Year?
Having distinct business objectives makes it easier to align your technology usage with them. Whether you aim to expand your customer base, increase sales, or improve product offerings, pinpointing tangible, specific goals that you can share with your IT partner will help you leverage technology to achieve them.
For instance, if you’re one of the 25% of SMBs in the Asia-Pacific region that plan to move half of their core workloads in cloud environments by 2025, aligning your business processes to support cloud computing could be a strategic focus to discuss with your MSP.
Additionally, no matter what your goals are, the right MSP can save you a decent amount of money on your efforts to meet them. One study found that working with an MSP can cut IT costs by 25% on average. However, this amount can fluctuate based on who you choose.
You Can Cut Your IT Infrastructure Costs By Up to 30%!
What Do I Need to Ensure Smooth Operations & Consistent Growth?
Consider what your business needs to operate smoothly and grow. This could include better data management, more reliable customer interaction systems, or tools for better decision-making. Understanding these needs points you toward an IT partner you can facilitate long-term results.
Another factor to consider is how the MSP could help you avoid speed bumps along the way. Risk management spending in Australia is projected to grow by 11.5% in 2024 and this is largely due to organisations needing to protect their business continuity. The right MSP will ensure that your business is prepared to handle challenges effectively.
Managed Services Questions to Ask Your Candidates
Once you’ve zeroed-in on your needs, you can customise your managed IT criteria to follow suit. It’s tempting to use a standardised checklist, but you should really consider bigger questions to get the service that you need.
If you’ve had issues with your current MSP’s lack of proactivity, it’s essential to look beyond the basics. Many business leaders mistakenly focus on reactive service questions like response times and team size.
Instead, ask prospective MSPs how they plan to reduce risk, prevent common issues, and present new ideas. If they can’t clearly articulate this with examples, they’re likely a reactive operation with only the aspiration to be proactive.
Here are some examples.
| Common Question | What You’re Really Asking | What You Should Ask |
| What are your response times? | Am I going to be satisfied with the customer experience? | What are the KPIs you use to measure the performance of the service desk, and why? |
| How much do your services cost? | Can I afford your services within my budget? | What is the cost structure of your services, and how does it align with the value you provide? |
| How big is your company? | Do you have the capacity to provide the level of service I need? | What processes do you have in place to ensure tickets are being promptly and effectively handled? |
| How often do you experience downtime? | Will there be frequent interruptions to my service? | What proactive measures do you take to minimise downtime and ensure continuity of service? |
Ready to Assess Candidates Using Your Managed IT Criteria?
Now that you’ve got the tools, it’s time to put them to use. If you’re still exploring your options, why not see how Sensible Business Solutions compares? Our team provides a unique blend of tech-savvy and business acumen that sets us apart from many other MSPs.
Contact us today to learn more about how we can help.