Finding the right IT provider can be a challenging task. Whether you're considering a switch from your current IT partner or exploring the realm of managed services providers (MSPs) for the first time, making a confident decision hinges on asking the right questions.
These 9 questions not only present vital inquiries but also directly address your most pressing concerns when researching MSP partners.
Question 1: How Will Your Industry Expertise Shield My Sensitive Data?
One of your greatest concerns likely revolves around the security of your organization's sensitive data. Most industries have unique security challenges as well as strict regulatory requirements, so you need to research that IT providers possess expertise specific to your industry. They should be well-versed in security measures, compliance standards, and data protection strategies. Be wary of providers without quantifiable knowledge in your industry--you don't want to be surprised by their inexperience.
Question 2: How Can MSP Services Alleviate My Workload and Budget Constraints?
Managing IT can overwhelm your team and stretch your budget thin. You're concerned about both overburdening your staff and overshooting your IT spending limits. MSP services can not only alleviate your workload but also uncover cost-saving opportunities. By outsourcing IT helpdesk service, for instance, you free up your internal resources, allowing them to focus on core business tasks instead of handling Level 1 issues like password resets or connectivity issues. Further, by partnering with an outsourced IT provider, your team will have access to an entire team of technicians with expertise that fills in your knowledge gaps while eliminating service disruptions that come with vacation and sick absences.
Question 3: Is Your Helpdesk Service In-House or Outsourced, and How Does It Affect My Operations?
Quick and responsive support is instrumental to keeping your business operations running smoothly. Delays in resolving IT issues will disrupt productivity and cause high levels of stress amongst your employees. Therefore, concerns about the responsiveness of an IT provider's helpdesk service are entirely justified.
Ask whether the MSP's helpdesk service is in-house or outsourced. An in-house helpdesk typically offers speedier responses and more personalized support. In contrast, an outsourced helpdesk may introduce uncertainty in response times and familiarity with your unique needs. Understanding these dynamics helps you gauge how effectively your IT challenges will be tackled.
Questions 4: What's the Ticket Resolution Process, and How Does It Impact My Business Continuity?
The timely resolution of issues is essential to minimizing disruptions within your business continuity. Concerns about the efficiency of your IT provider's ticket resolution process should be top of mind. Ask about the provider's workflow for opening, prioritizing, and resolving support tickets. Do you call or email to open a ticket? What is their average resolution time for specific IT issues? This insight empowers you to assess their ability to maintain your business's smooth operation and minimize the impact of IT service issues.
Question 5: How Swift Is Your Response Time, Particularly During Critical Incidents?
Rapid responses are the difference between minor inconveniences and full-blown crises during IT emergencies. You're right to be curious about response times, especially when faced with critical incidents like data breaches or system failures. You should scrutinize response times during both regular working hours and off-hours. Ensuring that your IT provider can offer 24/7 assistance in all situations brings peace of mind and ensures your organization is well-protected.
Question 6: What Services Are Covered, and How Do They Affect My Financial Planning?
Budget management can be a tightrope walk, and you're eager to avoid unexpected IT expenditures. Clarifying the scope of services your IT provider covers is necessary for effective financial planning. Knowing precisely what is included in your service agreement enables you to allocate funds accurately and steer clear of unpleasant financial surprises. Moreover, it guarantees that all your IT needs are met without straining your budget which will foster transparency and financial stability.
Question 7: How Smooth Will the Transition Be from My Current IT Company?
Switching IT providers can be a complicated process and worries about any potential disruptions are valid. Ask potential MSP vendors how they plan to execute a seamless shift without interrupting your daily operations. Because a smooth transition is essential for maintaining productivity and minimizing downtime, your chosen MSP should provide a well-structured plan and a timeline tailored to your business's specific needs, industry, and contractual details. This information equips you to navigate the transition confidently, ensuring that your staff and vendors are informed and prepared for the change.
Question 8: How Do You Safeguard My Network, Devices, and Cloud-Stored Data?
Security breaches can spell disaster for your organization. Fears regarding the safety of your network, devices, and data stored in the Cloud are entirely justified.
Explore the security measures the MSP has in place so you gain perspective on how your digital assets are shielded from external threats. Your IT provider should have robust layered security protocols to safeguard your network infrastructure, connected devices, and data stored in the Cloud.
Question 9: Do You Provide IT Consulting to Align Technology with My Business Goals?
Aligning technology with business objectives is key to sustainable growth. You're concerned about technology becoming an obstacle rather than an enabler of your business goals. IT consulting services will play a pivotal role in shaping your technology strategy, project planning, and ensuring your IT infrastructure aligns with your long-term objectives and growth plans. This proactive approach eliminates technology-related hurdles and budget surprises while ensuring your IT investments propel your business forward.
Researching IT providers is a critical process. These 9 questions are a great starting point out of the gate. The answers you receive will paint a better picture of the IT vendor you're researching. Remember that not all MSPs are created equal, so invest the time to evaluate their responses and select a partner that genuinely comprehends and caters to your organization's unique needs.
At PCS, we have over two decades of experience serving organizations across diverse industries. Our continuing mission is to provide exceptional and responsive IT support and managed services to keep your organization's IT running efficiently and securely. Partner with PCS. Let's collaborate to resolve your IT challenges and bring your technology budget under control.