Every MSP (managed service provider) claims to offer “the best” IT services, but we all know that can’t be true. So, how can you separate the merely average providers from the good IT providers out there?
Here is what you should look for.
1. Industry Experience
Of course, a managed IT service provider must have extensive experience in the field, but a good MSP for your company should have expertise in your industry.
Due to the sensitive nature of cybersecurity care, you may not be able to get specific names of references your MSP works with. However, here is how you can tell if an IT provider has industry experience:
- They talk knowledgeably about your industry and its challenges. You feel like you are having an honest conversation with them as a peer.
- They listen to your unique needs and understand which tech and security measures best suit your industry.Their recommendations align with suggestions you have run across previously in your industry’s trade publications.
- They understand and discuss your industry’s compliance requirements and documentation needs. They can also explain how they have helped other clients address these issues.
2. Service Offerings
Some IT providers only offer break/fix services. The good ones offer a lot more. You want to get as many services as you can within your budget.
A few key ones to look for include:
- vCIO
This stands for “virtual CIO” and provides your company with an on-demand advisor who answers your tech questions and helps guide your company’s unique, strategic approach to technology. - BCDR
These are two separate services that are usually paired together. “Business Continuity” (BC) helps you create a plan to follow in the event of a cybersecurity breach, natural disaster, terrorist attack, or other unexpected event. “Disaster Recovery” (DR) is a fast, effective network restoration that enables your company to continue operations as usual, even after one of those terrible events has occurred. - NAC
This stands for “Network Access Control” and provides user- and/or device management that sets up and maintains user permissions and secures end-user devices like phones and tablets. - NOC
This stands for “Network Operations Center” and manages network infrastructure to deliver reliable uptime and performance. - CaaS
This stands for “Compliance as a Service” and offers tools and support that help businesses adhere to required mandates, laws, and standards. - SOC
This stands for “Security Operations Center” and refers to a typically 24/7/365 cybersecurity monitoring center that works to prevent, detect, and respond to cybersecurity events immediately on behalf of your business.
3. Security Certifications
Speaking of security and compliance, you will want to make sure your provider holds any necessary security certifications for your industry, as well as today’s leading security certification.
Ask them directly if they hold certification for SOC 2, which is an elite certification confirming that your MSP’s practices demonstrate robust data protection measures and knowledge.
4. Level of Granularity
A key difference between an average MSP and a good one is the level of detail they can get into.
Good IT providers ensure that they always maintain comprehensive visibility into your organization’s:
- Assets – Ask them how they track and secure end-user devices with access to company data like phones, tablets, and laptops.
- Networks – They should be able to instantly demonstrate that they understand where network traffic is coming from and why, as well as flag suspicious anomalies for targeted follow-up.
- Documentation – You can trust a good MSP to always keep your documentation updated, so you have a record of everything from what’s in your network to what was done to it, right when you need it (especially if it’s a compliance requirement).
Looking for a Great IT Provider?
“Good” is nice, but “great” is better. If you want to find one of the best MSPs in your area, ask them about these additional points:
- Customer Satisfaction Score
Rated on a scale of 1-100, a provider’s “CSAT” validates that they meet client expectations. As an example, SWK Technologies has a 96% positive response.
- Employee Retention
A great MSP will have a great employee retention rate, and their support and service teams will be committed to building knowledgeable, long-term relationships with your company. In other words, you can trust that you’ll have the same techs working with you and that those techs will know your business. As an example, SWK has a 98.5% retention rate on the Help Desk.
Ready to Work with a Great MSP?
Since 1988, SWK Technologies has helped companies across various industries optimize and secure their business technology. Contact SWK today and find out what a relief it is to work with one of the nation’s top IT experts.