TechTalk Detroit EP 020: How to Choose a Managed IT Services Provider

How to Choose a IT Managed Services Provider



Research Managed IT Service Providers in Your Area (01:43)

Conduct an online search of local IT service providers in your area and answer the following questions:

  • Is the website well designed?
  • Does the IT company regularly update their website with educational content?
  • Are there references on their website that you could contact?
  • Do they have information about the services they offer?

Glassdoor: Reading employee reviews on Glassdoor is a great way to learn about the company’s culture.

Social media: What content does the IT provider post on LinkedIn, Facebook, and Twitter?

Questions to ask Managed IT Service Providers (04:36)

It is important to choose an IT service provider that compliments your company size, culture, and industry. Some questions to ask could include:

  • How long has the IT provider been in business?
  • What is the size of their team?
  • How many clients do they currently support?
  • What is their expertise?
  • Does your company use specific software that your IT provider needs to be familiar with?
  • How are escalations handled? (06:38)

What is the availability of the help desk team?: Depending on the nature and size of your company, a help desk team that is local and available 24/7/365 might be preferred. (07:32)

What technical departments are within the company?: A more established IT partner will have a help desk team, a network operating center, and a project team. (08:48)

Who handles the day-to-day account management?: To ensure proper management, a reputable IT partner will provide you with an account manager as your main point of contact. This point of contact should not have other titles within the company, especially CEO. Some great questions to ask your account manager could include:

  • How often do you meet with your account manager?
  • What reports can your account manager provide?
  • What is their average client size?

Are Contracts NecessarY? (11:10)

What happens if you sign a 1-year contract and become unhappy with the service provided?

Contracts are not necessary: If an IT provider requires a signed contract ask why they require a contract. A contract benefits the service provider and not the client.

Agreements are necessary: An agreement is a great way to keep both partners accountable. Make sure to properly discuss and establish expectations. Ask:

  • How will billing work?
  • Will the IT service provider cover all the technology in the office?
  • Does the agreement include all forms of support?
  • What is the process for measuring SLAs?
  • What is the ticket process like?

Working Remote (16:32)

With COVID-19 still being a main concern for business, it is important to ask how the IT service provider is handling remote setup and support.

Co-Manage IT Partner (17:22)

Do you need a co-manage relationship instead?: Establish what your IT partner is going to handle and what your internal IT team will handle.

How to Choose a Managed IT Services Provider Infographic