COVID-19 opened the doors to many problems that businesses didn’t expect to have to face or prepare for. COVID-19 opened the door to problems many businesses didn’t expect.
If you are wondering, “What should I look out for in an MSP?” We have the answer.
Find an MSP that offers ServiceOptions
It is important to find an MSP that offers different levels of service depending on the amount of work you need. Perhaps you only require 24×7 support. You might need more comprehensive support such as offshore support or someone who can physically address problems within your business (e.g. a server goes down). A good mix of options would include proactive support (think strategy, planning) and reactive IT Support.
Do you need reactive support?
Reactivesupportis an option that might look like 8X5accessto engineers. You can still submit support request 24X7 and expect a response time that is based on the priority of your request.
This option is available if you are convinced. Make sure to find an MSP with a wide range of skills and specialties. These engineers should be able deliver specialized IT services at levels that are beyond what can be achieved with individual onsite resources.
Pro-tip: If you require specialized backup occasionally, this option may be better for you.
Do you need proactive support and strategy?
IT services that are proactive would be able to combine monitoring and management systems with custom alert delivery and dashboards. Flexible entry options that can be tailored to your environment’s needs would be ideal. This would allow you to focus on your core business and your MSP will handle your IT complexities. This is not a feature that all MSPs offer, so make sure you do your research and consider whether it is an issue.
A proactive andstrategy-basedservice level from an MSP would ideally include:
Access to engineering specialists with varying skillsets that can deliver specialized IT services at levels beyond what can commonly be accomplished with individual onsite resources.Proven processes and procedures to stabilizethe environmentand increasecustomersatisfaction. Youshouldnever have to spend precioustimefiguringout howan MSPgot something done.Isconsistencytheir specialty.100% onshore support with a strong, local presenceand international support if you require it.Focus on strengthening the alignment between IT andbusinessReduced costs through improved use of resourcesGreater visibility of IT costs and assetsBetter management of business risks and service disruptionsMature automation capabilitiesNow that you understanddifferent service levels,thenext preference youmustconsider is how you want your IT operationsmanaged?Will you hand off the reins,co-manage, or maintain full management?
IT Management Style Options
Many IT departments still maintain their own environments by using staff and systems that are under direct ownership. This approach is good for many departments but it is not the only option when you are looking for an MSP.
Flexible support tiersare a great feature to look for in your MSP because they better align with your specific requirements.
Fully ManagedServiceModel
Fully managed IT solutions often take over complete ownership of network equipment, allowing businesses to achieve a single monthly cost that is consistent andpredictable.Thiscan, however,limit customer access to their own devices.It is important to understand access limitations when entering amanagedversus a co-managed agreement.
The co-managed option would allow your IT staff to escalate requests beyond their skill level to a team qualified specialists who can take ownership and steer the engagement from diagnosis through root cause analysis to resolution.
Model of co-managed service
Using thismodel,the MSPwould becomean extension ofyourIT staff.End users maysubmitrequeststo theITSupportDesk.Once the submission is in queue, the IT support desk canthen escalaterequests that require specialized skillsets to the MSP.This approach uses a shared model where the customer,IT staff,and the MSP share responsibilities based on available resources.
MSP engineers can supplement existing IT management teams and can be a valuable resource for your team.
Customer Managed Service Model
This approach is often usedby companies who require ITSM tools, but not skilled engineers.The MSP deploys monitoring systems and routes alerts to the customer IT staff, who respond anddirectly diagnosethemselves.The MSP may call for urgent alerts to ensure the customer staff is engagedinimpacting outages.
This is a great option for customers who don’t want to invest in monitoring tools. Organizations can alsobenefitfrom the MSP’s mature processes without having to pay forengineeringsupport.
There are many benefits to each service model. As you continue your search for an MSP, keep an eye out for this flexibility.
Why IE’s OnDemand Solutions Are Worth Your Attention
In a post COVID ecosphere,where many employeesresidein remote and home locations, IT teams canbenefitfrom MSPs like IE who bring experience with remote workforce management.For your reference,we’vehighlighted some of the core OnDemand benefits tha