9 signs it's time to change your IT managed service provider

Date: 11 December 2017 Author: David Webb


  1. Your data is unrecoverable after an incident

 How would your business cope if you lost one petabyte of customer data? When the Australian Tax Office (ATO) website went down for two days last year, the ATO feared the worst - but claimed it only suffered  "some" data corruption as a result of a hardware-related incident.

It’s a stark reminder that, if your IT infrastructure is hit by a data breach or a power outage, then you must be able to recover your vital business data. You need your MSP to provide consistent backups and seamlessly restore operations. Lost data is unforgivable in today’s digital world - this will become even more important when GDPR launches in May 2018.

  1. You suffer from unplanned outages

Your MSP should monitor and manage your IT infrastructure. In essence, they have full control and should be able to mitigate the risks and costs of outages, which can be huge. Such outages can cost businesses $700 billion a year, according to stats from the IHS.

 3. You don’t get value for money

If you have an effective MSP, then you should realise tangible cost savings, performance increases and support for the growth of your business.

Managed services are the second-most popular business model in the channel today, research reveals, with 30% of MSPs ranking managed services as the leading generator of revenue in the last 12 months.

What’s more, your provider should be able to proactively anticipate and recommend technology that will add value to your business. If you current MSP is always happy with the status quo, ditch them.

  1. Communication with your MSP is poor

You need strong and consistent communication with your MSP. For example, your MSP should provide a reliable, single point of contact to answer your queries. And, if there is an issue with your IT infrastructure, your MSP should tell you before you need to contact them about a problem. Additionally, you should be in contact when there are no issues through, for example, regular status reports.

IT managed services

  1. The project management of your MSP is ineffective

Robust processes need to be in place to ensure your MSP is following up on, and following through with, any actions your business needs. A poorly managed MSP means your IT infrastructure will also be poorly managed.

For example, your MSP should handle both your account management and strategic guidance with the latter, in particular, being vital to move your business forward.

  1. You have a poor relationship with the MSP team

You need to have a good rapport not just with your tech support manager, but across the entire MSP team. If you struggle to communicate effectively, then you will struggle to understand and implement the changes your IT infrastructure needs.

  1. Your MSP lacks proactiveness

Of course, you need any issues responded to in a timely manner. However, you also want your MSP to be proactive by informing you and alleviating the risk of any problems before they occur.

Potential issues should be identified before they happen using various analytical approaches. A good provider will ensure you have no disruption at all.

  1. You experience recurring issues

If you find you’re facing the same issues time and time again, despite being told they’ve been fixed, then this is an obvious red flag. Quite simply, your current MSP is not doing its job properly.

  1. Your MSP does not understand your industry

A good MSP should be able to address the specific needs of your business. They should understand how technology impacts your productivity and efficiency. So, you should look for industry-certified experts working across a range of technical disciplines.

If any of the signs we have discussed resonate with your current provider, you must address your concerns. However, if the relationship with your MSP consistently fails to fulfil your business needs, perhaps it’s time to look at other options.

Your IT infrastructure is under increasing pressure due to the demands of widespread digitisation. You need the very best MSP to make sure it’s fighting fit. To find out more about digitisation, download our guide to futureproof your business: click here.

IT Infrastructure digitisation