We constantly hear the phrase “information technology managed service provider.” But what is an MSP, really, and why does it matter to you, as a business professional, with a payroll to meet and deals to close?
Let’s start with text definitions. Without opening a huge debate on definitions, we can generally agree with Gartner that an MSP “delivers network, application, system and e-management services across a network to multiple enterprises, using a ‘pay as you go’ pricing model.”
Simple enough. But what does the name really imply? Let’s look at why so many companies in New England (and beyond) want (and need) what MSPs deliver.
MSPs: View From The Client Side
Many businesses that have talented in-house CIOs and IT professionals still supplement their capabilities with MSPs. Proper IT-powered business initiatives demand the attention of CIOs and their staffs. Without an MSP making time and energy available in-house, those projects are at risk of languishing.
An MSP that frees up its clients’ internal staff to innovate is a valuable partner. So, these client IT pros aren’t merely abdicating control of their networks or IT resources to the MSPs. Rather, they are enabling themselves to have more time to spend with their business end users and to boost the bottom line.
Table Stakes For Digital Era
Our new super-competitive digital world has been driving radical change to IT budgeting, making it more risky, but capable of more rewards. A decade ago, Gartner estimated enterprises spent eight of every 10 dollars on keeping the IT operation running, statically.
Gartner claimed that cash was “dead money.” The rest of the budget went to new systems. And think of the lost innovation that those businesses needed, but couldn’t get. Fast forward 10 years. In 2016, Gartner said that by 2018, CIOs will be spending 28 percent of their budgets on digitalization — up from 18 percent spent in 2016.
Picking An MSP
Any company considering an MSP partnership must perform due diligence. Naturally, a capable MSP will have a reliable and repeatable set of processes as the backbone to its service and support model. The MSP will offer flexibility in delivering services, but it will also provide a set of solutions that meet basic industry standard service level agreements.
Some things to look for in an MSP partner:
- Solid ticketing solutions
- Customer relationship management systems
- Enterprise-level security offerings
- Automated management/proactive management systems
- Great people
I mention the people last, but they are certainly not the least. You should review the resumes of the key support staff members: Their experience is crucial when you need deep technical knowledge; or special insights into a given vendor’s products; or access to extensive hands-on field experience.
At the end of the day, the client demands solutions and that special know-how only well-rounded technical experts can offer. Are you considering moving to the MSP model? Talk to us at BCS today.
