Posted on Wed, Apr 07, 2010
Settling on a managed services provider (MSP) is not unlike any other long-term relationship, personal or professional. It may not be "until death do you part" (at least we hope not), but it's no less intimate or challenging.
Here are some things we've found make for a successful relationship between MSP and client:
1. Skill-set
Your MSP has the right skill-set for your enterprise, and years of experience to prove it.
2. Flexibility
Options, options, options; how service is delivered, what controls are in place, oversight, and accountability.
3. TechNOWology
Your MSP is so close to the cutting edge, it often feels like you're getting tomorrow's technology today.
4. Modus Maximus
Best practices, constant refinement, and innovation describe your MSP's methodologies.
5. Modus Fastimus
Your MSP understands the value of time and uses it wisely.
6. Discretion
Customer data is handled carefully, confidentially, and securely.
7. Portfolio
A full complement of services, whether delivered in-house by your MSP or by one of their trusted partners rounding out their services portfolio.
8. Clarity
You established clear objectives with your MSP from the start.
9. Compatibility
You're going to be seeing a lot of your MSP during the life of the contract. You two connect well culturally, communicatively, and you see yourselves working well together over time.
10. Focus
The terms of the deal are important, but you also kept an eye on the long-term goals while hammering out the terms of the contract with your MSP.
11. Execution
Sales is sales and delivery is delivery. You and your MSP paid attention to the details of delivering on the promises.
12. Enunciation
Your specifications and instructions to your MSP were as detailed and precise as possible.
13. Great Expectations
MSPs are no different than anything else you buy: You get what you pay for, so set your expectation levels accordingly.
14. Responsibility
Outsourcing is not a ‘set-it-and-forget-it' proposition for you. Your MSP is shouldering the load, but you haven't shirked your responsibility for oversight and management.
15. C-straight
Senior level execs on both sides of your MSP deal have signed off on the deal ensuring high-level stakeholders on each end.
16. Out-right
You looked at your goals and consequently outsourced the right projects, not just the ones you don't like doing.
17. Clean Slate
You didn't just offload your dirty laundry on your MSP. You turned over a manageable situation, not one that requires insight into your history, culture, or business context, things your MSP couldn't possibly know.
18. Survey Says
You tied your SLA metrics to your customer satisfaction survey so you and your MSP know when you're succeeding and when you need to make improvements.
19. Homework
You did your due diligence, checked your MSP's references, standing in the business community, and the IT community, and everything checked out before you signed on the dotted line.
What other ways has your organization benefited from working with an IT Managed Services Provider? Let us know in the comments!