When you constantly fight system bugs, misplacing lead contacts, and struggling with timely customer support, it’s time to call the knights. The geeky knights who will take over your administrative tasks.
You need a Managed Servicer Provider (MSP) so you remain sane to take charge of your business. From basic IT needs to particular data security, MSPs handle many responsibilities.
But are all MSPs the same? No.
So, shall we dive into the technicalities of Managed Service Providers?
What is a Managed Service Provider? (MSP)
A Managed Service Provider (MSP) provides support services to businesses. Most commonly, they deliver IT services. But many MSPs also specialize in payroll, customer experience and documentation, among others
They offer more than just basic IT support. MSPs manage the network infrastructure, servers and security for their clients. They also provide technical support services like reporting, analytics, and data backup and recovery.
Why do businesses need MSPs?
Businesses need MSPs to manage and improve internal business processes. Some of their significant benefits are:
Rajul Khona, Service Delivery Manager at Concentrix, states:
“An MSP has access to updated and latest tools which might be expensive for a business. They have licenses they can use for multiple clients, and the cost gets spread out. Sometimes the cost saving is as much as 75% depending on where your delivery center is.”
By outsourcing IT and technical support, you can avoid the expenses associated with hiring and training in-house staff. And you’ll be better able to focus on the core competencies.
Ensures 24/7 uptime
Reliable MSPs provide businesses with around-the-clock support and monitoring. They’re a valuable investment for businesses that need their systems always up and running. MSPs are particularly important for businesses that rely on technology to stay competitive.
Makes businesses scalable
Managed Service Providers are valuable for business process transformation and a complete overhaul. They can provide all the resources to all businesses irrespective of their sizes. Even when you’re scaling, MSPs are flexible to adjust and meet the needs.
What are the different types of business MSPs?
Managed Service Providers come with different forms of specializations. And depending on the managed services, the following are the most common types of MSPs:
IT support management
IT Support MSPs typically offer services like monitoring and maintenance of IT systems. They repair hardware, solve software issues and assist with IT implementation plans for clients. Their main goal is to ensure that the systems are running efficiently. IT Support MSPs also provide specialist software platforms when needed.
Backup & disaster recovery
Backup and Disaster Recovery MSPs create backup and recovery systems to meet specific business needs. They may also take care of the appropriate storage and security measures for the backups. And in the event of a data loss, they ensure efficient restoration of data and systems.
Network infrastructure supervision
Network and Infrastructure MSPs help with the design, implementation and maintenance of networks on business premises. Their expertise covers all network devices, including servers, storage systems, and others. Network Management MSPs also create networking plans as per the business requirements.
Cybersecurity MSPs usually take care of the implementation and administration of network and online security measures. Their main job is to protect a business against cyber threats, such as malware, viruses, and hacking attacks.
Customer support & engagement
Customer Support MSPs have services like handling customer interactions and solving their issues. They help with charting out appropriate channels for communication, depending on the business needs. Then, they also provide staff for efficient handling of customer complaints.
Governance risk & compliance
Governance Risk and Compliance (GRC) MSPs typically handle business compliance with regulations and standards. They work with businesses to outline and plan the measures to reduce legal risks. In addition to compliance and risk assessment, GRC MSPs also do compliance consulting and internal audits.
Cloud infrastructure & hosting
Cloud Infrastructure MSPs help with hosting business systems, applications and data on the secured data center of the MSPs. Their goal is to make it flexible for businesses to scale up their operations without worrying about equipment. Cloud MSPs may also provide data migration, backup and recovery, and cybersecurity services.
Business communication system
Business Communication MSPs offer specialized communication management and support services to businesses that need dedicated resources. They typically aid in the maintenance of VoIP, messaging and video conferencing systems. They also configure the equipment, train the users and provide technical support and upgrades.
What are some popular managed service providers?
The major Managed Services Providers provide multiple services to a business. They take care of security services, cloud services and many other aspects of the core business operations.
Some of the most reliable MSPs are:
Accenture is a global service provider that offers a range of services, including consulting and technology. As a managed service provider, it helps client companies manage and support IT infrastructure, applications, and business operations.
It can handle monitoring and maintenance and security and compliance. With Accenture, you can free up internal resources for more pressing matters.
Capgemini ranks among the leaders of global IT service providers. It focuses mainly on digital transformation. And it offers services to develop and improve customer organizations to be efficient. It takes an organization’s current environment to modernize them.
It uses new technologies to mitigate risks, streamline the customer experience, and align teams. Engineering, testing and digital manufacturing are among its primary services.
IBM is a global professional service known for its expertise in cloud computing, data analytics and artificial intelligence. It’s an IT powerhouse that offers managed services for businesses to leverage emerging technologies.
With IBM MSP, you can transform your entire operation. It addresses digital transformation challenges and provides all the benefits of managed IT support
Deloitte is a leader among Managed Service Providers, which handles enterprise businesses with ease. Their primary focus is on regulatory compliance. It also supports hybrid IT services with business consulting and risk advisory.
It provides a range of services for data storage, management and audit. It also takes care of cloud and remote security infrastructure to ensure data integrity.
Concentrix is a global service provider that mainly offers customer support. It also provides technical support and data analytics services to businesses worldwide. Its main area of focus is in helping mid-large-sized companies.
With Concentrix, you can better understand your customers and markets and improve your operations. It helps teams focus on customer satisfaction and business growth.
Tata Consultancy Service
Tata Consultancy Service (TCS) is another major player in the managed services field. It offers an array of IT services and products customized to each business’s needs. It works with companies to develop and implement IT strategies and manage their IT infrastructure.
Along with managing customer’s existing system, TCS also handles application development and digital business solutions. It’s a one-stop solution for software engineering.
Atera is an all-in-one solution built for IT professionals. It enables professionals to monitor and troubleshoot the technical needs of their organization. It automates the workflow to ease much of the load on your staff.
It comes with Remote Monitoring and Management, ticketing, helpdesk and many other IT tools. With Atera, you can get a complete overview of your IT networks.
BitByBit is a managed IT service provider that helps businesses increase efficiency, minimize downtime and prevent security incidents. It’s a great example of a fully-managed technology company that provides business IT services for various industries.
With BitByBit, you get affordable cloud services, cybersecurity and application development. You get a team of IT security experts that ensures business continuity and data security.
Ciklum is a managed service provider focused on data processing and analytics. It aims to help businesses grow through data. Its competency lies in engineering and prototyping products that promote business intelligence.
It provides tailored IT solutions to suit your business needs and serve data-driven insights. Ciklum excels in areas like automation services, cloud computing and predictive analytics.
Robert Hoffmann, Marketing Manager at CashbackHero, mentions that they utilize several MSPs for different purposes.
“We are using cloud-based hosting solutions from Amazon Web Services (AWS) as well as managed infrastructure solutions from Google Cloud Platform (GCP). […] Some of the MSPs that we have utilized include Microsoft Azure, Oracle Cloud Infrastructure, IBM Cloud Platform, Salesforce ServiceCloud, [and more].”
What to Take Care of When Hiring an MSP
Hoffman also gives us a peek into their onboarding process:
“Our onboarding process begins with gathering all the relevant information, such as cost and expected performance from each prospective provider. Once these criteria are established, we move on to researching each provider. When an MSP is hired, we set up regular meetings to track progress against expectations and ensure full alignment between all parties involved.”
So, before selecting an MSP, you must ensure they’re the right choice for your business. Here are a few things you must consider:
i) Check if the MSP provides the range of services you require. If not, are they willing to go the extra mile to accommodate your unique requirements.
ii) Ensure the MSP has the expertise and experience to provide your needed services. Look for an MSP with customer success stories with similar clients.
iii) Check whether their technology and processes are compatible with your existing systems and infrastructure. Also, if they can sync seamlessly with your current setup.
iv) Understand the MSP’s security protocols and measures to protect your data and systems. It’s important to choose an MSP that takes security seriously.
v) Review their Service Level Agreement (SLA) carefully. Go over their claimed commitments, like response times, uptime guarantees and service availability.
vi) Choose an MSP that’s transparent in its policies and communicates effectively. Make sure they have processes in place for regular and responsive communication.
vii) Understand the pricing model and check if it aligns with your budget. Be clear on what’s included in the price and the additional costs that may arise.
viii) Ensure the services are scalable and the provider can adapt as your business grows and changes. They should stay at the top of the changing technology and business landscapes.
ix) Ask for references from current and past clients to get a sense of their experience working with the MSP. And while you’re at it, check their reviews and ratings online.
x) Make sure you do your due diligence and research as deeply as possible. The right MSP can help you reduce costs and improve efficiency by a significant factor.
How to integrate process systems internally
If you’re unsure about outsourcing services, you can optimize your business processes and manage them on your own. The process is long but effective. You need to start with business process documentation and move forward to integrate everything.
Here are the steps to efficient business process integration:
Identify the processes to integrate
Before integrating your processes, you need to identify and understand the processes that need to be put in the system. Each internal and external process should be taken into consideration. You don’t want to spill your strategies all over the map.
Identifying the processes helps you understand the scope of the integration project. You’ll be better able to control its monstrosity.
Analyze the current systems in place
After you identify the processes, check out the ongoing systems and integrations. Whatever bits and bytes are available, read them and analyze them. You want to outline your current workflow model and understand how things are managed.
Outlining and analyzing the current systems will help determine the integration needs in the later stages. It will enable you to visualize opportunities for improvement.
Document all business processes
Once you have identified and analyzed the processes, the next step is documentation. Documenting the business processes is necessary for the downstream tasks. So, collect all the charts and maps, feedback and suggestions, and put them together.
Process documenting helps understand the processes and their dependencies from end to end. It leaves no scope for miscommunication.
Scribe enables your team to host internal company documentation in one place. It takes care of onboarding guides, standard operating procedures (SOPs) and helpdesk tutorials. You can create, manage and share your document easily.
The software platform is a fully-managed IT solution ideal for small-to-mid-sized companies. It’s trusted by companies worldwide to create accessible cloud-based knowledge hubs.