How to choose the right managed IT service provider: 10 areas for consideration

Information technology is playing an increasingly important role within businesses. As Industry 4.0 and the digital transformation of organizations approach, a growing number of companies of all sizes will require external IT support.

In fact, a 2018 Continuum survey conducted in North America and Europe indicates that 77% of SMEs plan to entrust their cybersecurity to an external partner.

So, to facilitate the technological management of your business, you can turn to an IT service provider. However, there are a very large number of them since anyone can declare themselves as such, which makes the choice more difficult.

This article will therefore offer you some avenues of exploration in your quest for the right IT service provider.

1. Define your needs

Before contacting anyone, take the time to clearly and concisely define your needs. Take stock of your IT situation. If you already have a dedicated team, ask them for assistance. If you don't, delegate tasks to so-called power users—employees who aren't necessarily IT experts, but who are knowledgeable about it.

Take a quick inventory of your important computers, servers, and software. If you're still on Windows 7, it's high time to migrate to Windows 10 .

Next, define the level of service you require. Do you need 24/7 support? How many employees would need technical support? What's your budget? Would you be willing to pay a monthly fee to have all or part of your infrastructure taken care of? Would occasional hourly work be more suitable for you?

2. Contact and meet with more than one managed IT service provider

Because each company's needs are unique, the scope of services offered by different providers will vary considerably. Some only serve organizations of a certain size, while others do not offer 24/7 service. Prices will also vary.

But most importantly, meet with these companies. Not only is it essential for a managed IT services provider to briefly inspect your facilities, but you also need to know if you like the people you'll be dealing with.

Share your business philosophy and discuss your long-term goals. We work with people first and foremost.

3. Expertise

Don't hesitate to ask the various managed IT service providers you meet about their expertise. Ask them for examples of projects they've worked on and if they have experience working with organizations like yours.

Sure, they all claim to be experts, and your knowledge may be limited, but you can generally get a good idea of ​​the extent of their expertise. Use your intuition; if you feel uncomfortable with certain elements, don't hesitate to dig deeper to understand why.

4. Duration of the contract

Learn about the different contracts available in the industry. Some managed IT service providers don't offer contracts, while others only offer multi-year commitments.

The standard contract length is usually one year, with a three-month trial period, allowing you to terminate it if you are not satisfied with the services provided. At least, that's how we do it at Nexxo.

5. Remote service

Now, most interventions can be done remotely through a service desk. You'll get a phone number you can contact, and your managed IT service provider can then take control of your device using software and resolve your issue.

Some providers charge significant travel fees and use this to increase their revenue. We therefore strongly recommend choosing a provider that offers remote service.

6. Service times

While it's important to be able to rely on remote service, it's also crucial to consider service turnaround time. How long will it take your IT service provider to serve you? Will it take them more than 48 hours to resolve a basic issue?

For example, at Nexxo, we are committed to providing service in 10 minutes or less for any issue that interferes with an employee's regular work. For non-urgent requests, services are completed in less than 24 hours.

7. Emphasis on cybersecurity

Cybersecurity has become a critical issue for businesses. Cyberattacks are becoming increasingly common, and organizations cannot afford to suffer even a single one. Consider the cybersecurity measures taken by the various managed IT service providers you meet.

Do they offer a disaster recovery plan? Do they offer firewall solutions? Do they provide 24/7 monitoring of your IT infrastructure? At Nexxo, we offer all these services (https://pal-ti.ca/) and more.

8. Dedicated team

To ensure consistent monitoring and continuity in the services you receive, it's important to have a team dedicated to your organization. This means you'll always be dealing with the same people.

Be wary of larger managed IT service providers. While they are highly skilled and have extensive expertise, their size means they have high staff turnover and multiple technicians working on the same accounts.

It can become frustrating in the long run to always have to go through multiple levels for simple services and never speak to the same people.

9. IT Master Plan

A managed IT service provider is not only a technical partner, but also a strategic partner. Since IT is a department in itself, it's very important to plan your investments in it.

To do this, your service provider should be able to offer you an IT master plan , which generally plans over a period of 3 years the investments and interventions that will need to be carried out on your technological infrastructure.

You're probably already planning your marketing, sales, human resources, and other expenses. Now's the time to do the same for your IT.

10. Ask for references

Validate everything you've just investigated by asking for references from the various IT service providers you meet. Generally, there shouldn't be any problems. If a provider is hesitant to provide you with references, this may be a small sign of concern.
If you see testimonials on their website, don't hesitate to contact these companies. You'll learn more about the provider in question.

About PAL TI

Nexxo Computer Solutions specializes in providing IT and technology services to Quebec businesses. Its mission is to offer Quebec companies IT services tailored to their needs. Acting as an external IT department, it handles all of a company's IT tasks, allowing it to focus on its business activities. It achieves this by collaborating closely with its clients and putting their interests at the center of its concerns.