Choosing the right managed services provider (MSP) can have a big impact on your business. Managed IT services can reduce your recurring in-house costs by up to 40% and increase efficiency by 50 to 60%, that’s not just savings, that’s a smarter way to grow.
But not every MSP is the same. Selecting the wrong one can result in unexpected costs, inadequate support, and security risks. So, how do you make the right call?
| According to Paul Gaponov, Founder and President of GitsTel, “The best MSPs act like an extension of your business. They care about your goals and make technology easier, not harder.” |
This guide outlines the process of selecting a managed IT provider, including key questions to ask and essential criteria to consider.
What Is a Managed Services Provider?
A managed services provider (MSP) is a company that assumes some or all of your IT responsibilities, allowing your team to focus on other tasks without managing them alone. Instead of hiring a full in-house IT department, you partner with an MSP to monitor, manage, and maintain your technology. This can include:
- Managing your network
- Handling day-to-day help desk support
- Backing up your data
- Protecting you from cyber threats
- Updating and patching software
- Helping plan for future IT needs
Working with an MSP means you have a team of IT experts helping keep your business systems secure, reliable, and up to date, without having to hire them internally.
Managed Services Selection Criteria
Choosing the right MSP means knowing what really matters for your business. Here’s what to look for—and why it matters:
1. Relevant Experience and Certifications
Your MSP should have experience supporting businesses like yours. If they understand your industry’s challenges, they’ll know how to support you better. Look for:
- Certifications from major vendors like Microsoft, Cisco, or CompTIA
- Familiarity with any industry regulations you have to meet (like HIPAA, PCI, etc.)
- Case studies or references from similar businesses
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2. Strong Cybersecurity Approach
Cyber threats are one of the most significant risks businesses face today. Your MSP should prioritize security in every aspect of their service, rather than treating it as an afterthought.
According to CloudSecureTech, a strong MSP will offer continuous threat monitoring to stay ahead of potential risks, provide a solid plan for ransomware protection and recovery, and ensure they have a dedicated Security Operations Center (SOC) to respond to incidents in real-time.
Additionally, they should be well-equipped to support compliance needs, helping you meet regulatory requirements and avoid costly penalties.
Why it matters: A provider that prioritizes cybersecurity helps you avoid costly breaches, downtime, and compliance penalties.
3. Clear and Reliable Service Agreements (SLAs)
A service level agreement outlines what you can expect, response times, uptime guarantees, and support hours. It holds the MSP accountable.
Why it matters: Without clear SLAs, you may face delays or unclear responsibilities during critical issues.
4. Scalability and Flexibility
As your business grows, your technology needs will change. A good MSP grows with you.
Why it matters: You shouldn’t have to switch providers every time you scale or pivot your strategy.
5. Modern Tools and Processes
Your MSP should use reliable, up-to-date platforms to monitor, secure, and manage your systems. Ask about:
- Monitoring tools
- Backup systems
- Reporting dashboards
- Ticketing systems for support
Why it matters: Modern tools make the MSP more efficient—and give you better visibility into your IT.
6. Responsive Support and Communication
Support should be fast, friendly, and easily accessible. You shouldn’t feel like you’re chasing answers.
Why it matters: Ongoing issues or communication breakdowns can slow down your business and frustrate your team.
Key Differences Between Managed IT Providers and In-House IT
| Feature | Managed IT Provider | In-House IT Team |
| Expertise | Specialized, experienced teams with diverse skills | Limited to the expertise of current in-house staff |
| Cost | Predictable monthly fees, often less expensive | High overhead costs, salaries, benefits, and training |
| Support | 24/7 support with guaranteed response times | Limited support hours and availability |
| Scalability | Easily scalable to meet growing business needs | Growth may require hiring and additional training |
| Security | Continuous monitoring, cybersecurity expertise | May lack advanced security infrastructure and personnel |
Questions to Ask a Managed IT Provider
When you’re meeting with potential MSPs, asking the right questions helps you understand if they’re truly a good fit. You’re not just evaluating technical capabilities—you’re figuring out if they can support your business reliably, securely, and proactively.
Here are some categories of questions to guide your discovery conversations:
1. General Fit and Services
- What services are included in your core offering?
- How do you tailor your services to meet different business needs?
- Can you walk us through your client onboarding process?
2. Support and Responsiveness
- What’s your average response and resolution time?
- How do you handle after-hours or emergency issues?
- Will we have a dedicated account manager or main point of contact?
3. Tools and Technology
- What systems do you use for monitoring and ticketing?
- How do you handle software patching and updates?
- Do you offer remote support, onsite support, or both?
4. Cybersecurity
- How do you defend against phishing, ransomware, and other threats?
- Do you provide employee security awareness training?
- What kind of backup and disaster recovery process do you use?
5. Strategic Support
- Can you help with long-term IT planning and budgeting?
- Do you offer guidance for cloud migrations or scaling systems?
- How often do you provide reports or IT reviews?
These questions give you a clearer view into the provider’s processes, their commitment to service, and how well they understand your business goals. Don’t hesitate to dig deeper where it counts—after all, this is a partner who could be managing your most critical systems.
Choosing a Managed IT Provider That Fits
Choosing a managed IT provider isn’t always easy, but it’s one of the most important decisions you’ll make for your business. The right partner will help you stay secure, reduce downtime, plan for growth, and avoid IT surprises that hinder your progress.
That’s why it’s worth taking the time to ask good questions, look closely at what each provider offers, and think about how they’ll fit into your day-to-day operations. This guide, along with the included checklist, can help you stay focused on what matters most.
At GitsTel, we keep things straightforward. We’ve built our reputation by being dependable, easy to work with, and committed to doing what’s right for our clients. Whether you’re ready to make a move or just starting to explore your options, we’re here to help you figure out what makes sense for your business.
If you’re looking for a provider you can trust to show up, solve problems, and support your goals, we’re ready when you are.
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