Increasing focus on digitization has driven widespread adoption of technology in every aspect of business, irrespective of department, region or industry. Our dependency on technology is greater than ever before and has escalated to the point where any technological failure brings life -- both work and play -- to a grinding halt. To say that technology is essential to our productivity would be an oversimplification of our enormous dependency on it.
In today’s competitive marketplace, it is essential for businesses to continuously adapt to both disruptions and new opportunities that markets create. Technology plays an integral role in enabling business transformation. All this increased technology usage requires an abundance of people to provide service and support. Instead of hiring large teams, escalating IT costs have pushed businesses to find alternatives that offer the same level of service and access to the latest technology, without breaking the bank. 
That’s where Managed Services (MS) comes in. Set to become a $256.05 billion industry in 2018, at a CAGR of 12.4 %1, Managed Services has also undergone an evolution of its own in recent years. From basic IT helpdesk and ticket resolution, Managed Service Providers (MSPs), including Cisco, Accenture, IBM, TCS and others, are now custodians of their customer’s IT budget and help them adapt to an evolving marketplace with new technology, such as cloud and augmented reality.
MSPs come in all forms and sizes. Rather than sign on with a vendor based on price or experience alone, we recommend looking for an MSP who aligns well with your organizational goals. Here’s our list of what you need to look for when evaluating an MSP.
Flexibility
MSPs integrate deeply with a business’ internal processes, and as a result are in a position to either propel the business forward or become a hurdle to the company’s growth. Given the critical role they play, businesses can’t afford to be saddled with inflexible contracts with their MSPs. Therefore, choose an MSP that is accommodating in terms of approach, time and cost. Scaling up or down as per business requirement could mean bringing more or less manpower to the support team in a short time. You may need an offshore and onsite hybrid model to keep costs down. In addition, a pay-as-you-go or tiered-pricing model gives a business the ability to manage costs better.
Service-Led Approach
There are two distinct ways that MSPs engage with customers: the catalog approach and the service-led approach. The catalog approach uses a menu-style listing of services with unit pricing, from which the customer can choose what he wants. This works well in scenarios where there is a fixed mode of operation and very little ambiguity. The service-led approach assumes that the MSP doesn’t just deliver the service but becomes part of the process in getting it there. This could involve the MSP deploying a project manager or systems analyst who will work with the business onsite. Typically, businesses will need a hybrid of both approaches.
Accountability
Accountability plays an important role in building trust and ensuring the longevity of a relationship. MSPs who are willing to hold themselves accountable show that they are invested in building a strong and lasting relationship with customers. Some key things to look for:
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Does the Service Level Agreement (SLA) that you have with the MSP keep them accountable?
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Does the MSP track response and resolution time? Acknowledging a ticket raised is a good first step but the real ‘deal clincher’ for internal customers is when their issue is resolved. Ensure that your SLAs include a tiered approach for tickets raised and a resolution timeframe assigned to each tier.
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Proactive or reactive? Good MSPs provide both proactive and reactive services to their customers. Proactive services include updating software, anti-virus protection, maintaining hardware and more. Reactive services include managing technology projects based on user requirements.
Industry-Focused
Choose an MSP that has experience with technology specific to your domain. Banking and financial institutes have different requirements than manufacturing companies. Having an MSP that is familiar with the tools and techniques necessary for your industry will help avoid long ramp-up times.
Automation
Good MSPs are at the forefront of their game and use technology to help them deliver better results in a shorter time frame. Customers need MSPs that harness the power of technology to get things done faster, without additional resources. Simple repetitive tasks can be easily automated. For example, an unassuming script can be used to check if all websites, servers and portals are up and running. This can be run every hour or at a predefined time to ensure maximum availability of the company’s resources. That way, customers don’t have to wait ‘til people report a problem before they fix it. Automation enables a company to be both proactive and highly responsive, two factors that are critical when it comes to winning in the marketplace.
Since MSPs play an important role in helping businesses gain a competitive advantage, choosing the right partner is critical to the success of any business strategy.
Choosing the Right Managed Service Provider: A Strategic Advantage
Selecting the perfect Managed Service Provider (MSP) can revolutionize your business by offering robust support and access to cutting-edge technology, all while keeping costs in check. By considering the points above, you can ensure that your MSP aligns perfectly with your organizational goals.
If you are ready to optimize your IT operations, reach out to MarketStar for expert guidance and support. We help businesses like yours navigate the complex technology landscape and achieve seamless growth. Partner with MarketStar to enhance your business strategy and gain a competitive edge in today's fast-paced marketplace.
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