Signs That Your MSP Is Not The Right Fit

Business leader looking into company's MSP
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Posted: August 17, 2021
Tarek Meliti
Last Updated 21st October 2024
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Tarek Meliti, founder of TDM Group, explains how to recognise when your company’s MSP isn’t the right fit. 

Around eighteen months ago, IT departments and IT suppliers were called to action as the effects of the pandemic forced businesses to adopt a much stronger reliance on technology. In fact, as offices closed, IT Managed Service Providers (MSP) came under the spotlight, as their work became integral for ensuring a smooth transition to remote working.  

Many businesses will have found that their MSPs didn’t exceed expectations or possess the business knowledge to successfully navigate the pandemic. Now, as we move out of the pandemic and gradually return to the office, the time has come to reassess the role of the MSP and consider whether simply acting as an external IT support unit is sufficient in the modern world of business. 

 An MSP’s work mainly includes support around networks, applications, infrastructure and security, via ongoing and regular support and active administration on customers’ premises, external data centres (hosting), or in the public cloud. They have the potential to save businesses time and money by adding value to the daily operation of the IT department. 

 Acting in its traditional model, an MSP might lack the foresight required to harness technology’s potential to act as a business enabler. Instead, at times it can exist solely as a cost centre: an essential department that doesn’t directly add to profit or value but still costs the business money to operate.  

Is your MSP driving change? 

An MSP shouldn’t exist as a cost centre. An MSP’s business know-how is vital to its ability to support its clients, as is offering a comprehensive IT strategy such as training on new software, cybersecurity awareness and how to respond to IT disruptions. 

Despite adding value to the daily operation of an IT department, MSPs largely concentrate on addressing typical IT-related pain points, such as unsupported users and devices, neglected networks and data concerns. However, this approach may impact the potential of an IT department to empower businesses to grow. Consequently, attitudes towards IT departments are often negative; they’re viewed as the gatekeepers of technology, with the power to derail projects or add unwanted delay to positive business change. 

Issues not being fixed in a timely manner 

One of the most obvious signs of a problem is your provider is taking too long to resolve service tickets. Issues such as these should be spotted before they arise. Fixing things as and when they go wrong is the minimum amount of work expected. Instead, they should be proactive in addressing these issues through enforcing robust IT practices and implementing new technology when necessary.  

Is your cybersecurity as strong as it needs to be? 

Woman using smartphone Media coverage of cybersecurity breaches has become commonplace in recent months. QuickView’s latest report found that cybersecurity breaches exposed a total of 18.8 billion records in the first half of 2021. As a result, IT and cybersecurity have been thrust to the forefront of the business model, meaning businesses must readdress their approach to cybersecurity. An MSP should support businesses by ensuring its data is not at risk and the latest protection software is in place, and that regular staff training is conducted.  

What’s the alternative? 

There is an alternative to the traditional MSP model: an M-BiTS offering recognises there is more to IT and digital transformation than just technology. There are various building blocks within a business that not only need considering; they need to be balanced and a good relationship maintained between them to manage IT operations effectively and deliver innovative change.  

An M-BiTS partner goes above and beyond addressing day-to-day IT tasks and issues, by utilising the latest technologies and advising their clients on how to operate solutions – all of which contributes positively to business delivery. Businesses that select an M-BiTS partner will find themselves well-positioned to leverage worthwhile technology that can drive growth.  

Looking forward 

The pandemic has highlighted the importance of keeping up with digital transformation. Failure to do so will result in businesses being left behind as the industry evolves without them. 

In order to improve business strategy and contribute to increased ROI, partners should continuously lead digital transformation projects and realise that the journey itself never stops. Your MSP should act as a partner – not just IT repair people - constantly improving IT infrastructure and supporting your business goals. 

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