As an MSP engineer for the past 10 years, I would like to dispel some of the top misconceptions about managed service providers.
Companies seem to be leery of making the leap to using a managed service provider (MSP) for their company’s IT due to misconceptions and fears. With the rapid rate that business technologies change and security being more important than ever, an MSP can be a smart move for your company.
I do not think my business needs Managed Services – we have an “IT Guy”
The first misconception about managed services providers is actually the perceived lack of need. Businesses frequently choose to rely on an internal employee whose primary job description is related to the core business, but he or she is also “into computers” or one of the employees has a friend who can come sometimes to fix what is broken.
They mean well, and it is certainly possible they know a lot about computers, but does that make them qualified to provide professional IT support services for a professional organization? Typically, when your IT resource’s primary job is anything other than IT they are forced into break/fix situations. This can result in extended downtime or at the very least distraction from their assigned job. Alternatively, with an MSP you have dedicated engineers who proactively maintain the network/hardware/software meaning fewer break/fix scenarios and fewer interruptions to employees’ assigned roles.
A managed service provider will not understand my business or give me the same care an internal employee will
Your business is unique. As a result, another misconception about managed service providers is that they won’t be able to understand the needs of your business. However, most MSPs work with businesses encompassing wide range of industries, sizes and needs. They have proven onboarding processes in place to get to know your individual wants/needs and are able to use their industry-wide experience to enable your company to focus on your core business and not the technology.
Remember, MSPs make the most money when your network is up and running. The better it is working, the fewer man-hours they have to put in. This directly aligns the MSP’s interests with your own.
I will have to get rid of my existing staff
Often technology issues go beyond the knowledge and experience of those designated to resolve them. If your internal IT staff comes across a problem that it cannot solve, it has to bring in pricey consultants to do the job. It takes time to find the right partner and have that partner cleared to work on your systems.
The last misconception about managed service providers is that they have to replace your internal staff. MSPs can work with existing staff who act as the main point of contact within the organization. Issues that cannot be resolved internally are passed up to higher tiers of support within the MSP. An MSP has a large pool of talent and will always have someone on staff who can help with the more complex issues. Working as a team, a company’s internal employees and their MSP can ensure the company’s strategy and support are handled in the most efficient way possible.
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I didn’t realize that hiring out to a managed service provider for IT support would translate into less interruptions to employees and less break/fix scenarios. It’s fascinating that a dedicated team of IT support would be able to proactively adjust a system to maintain the workings of the network. This makes me wonder how you determine what corporate IT support service to choose; if you would look at their qualifications or if you would look at their years of experience.