Managed Service Providers have become a critical part of many business operations today. Both small and large companies are using these services to keep their IT areas running smoothing, effectively, and efficiently on a daily basis.
Based on the business owner and their IT support needs, a managed service provider may provide support for the entire organization or one or more specialized areas. Whatever the case, it is essential that today’s business owners and their staff are familiar with how these managed service providers work.
With that said, let’s get started by exploring the relationship between the business owner and the MSPs.
1. Schedules Meetings with the Business Owner or Representative of the Company (Client) to Identify the Needs
Even though virtually every company in operation today has one or more computers that they use to perform their day-to-day day activities, not all companies have the same IT needs or requirements. Based on the job functions performed and the size of the operations, these numbers can vary greatly. For instance, some companies may need a managed service provider to handle the following duties and responsibilities.
- Install Windows or MAC operating systems and enterprise software applications on new computers
- Update new versions of enterprise software as needed
- Set up LANs (local area networks) and WANs (Wide Area Networks) to support the operation
- Provide cloud security for computer networks
- Troubleshoot software and hardware problems to minimize downtime for the organization
- Upgrade computer networks based on new technologies and growth in the operation
- Provide remote monitoring and management of computer systems
- Configure and install backup and recovery systems
- And much much more….
Therefore, when a business owner contacts an MSP for their IT services, one of the first things that these services providers will do is work with the company’s owner and/or assigned staff members to identify their specific needs and requirements. For instance, a mid-size organization may need to hire an MSP to set up all new computers and servers for an operation or department within the company that is growing.
So, the primary role, in the initial stages of an MSP, is to identify the specific IT support that the operation will need. From replacing old outdated computer hardware with new advanced innovative solutions to recommending the highest level of security needed to keep intruders from hacking a company’s databases, both sides (owner and MSP) will work together to identify the IT support that will be required.
2. Work onsite or Offsite – Dedicated or Remote Support
Once the MSP and the business owners have identified the types of services that will be needed, both parties will also determine if an onsite dedicated support resource is essential. Or, if the IT support that is required can be performed remotely from an offsite location. In either case, this is information that must be discussed and decided before the MSP commits and allocates these resources to their clients.
Also, based on the policies of the managed services provider, the rates for these services will also be established. Therefore, if the company needs more than 1 IT professional onsite to perform a specific technical role, the company must agree to pay the MSP for the work that has to be done.
3. MSPs work in the Role of Professional IT Consultants
In addition to setting up an agreement for continuous day-to-day operation support for their staff’s operation, MSPs are also hired as technical consultants. Therefore, if the company is expecting to expand operations, move to a new location, or downsize a specific area in their organization, MSPs will work with the business owner and their staff to make sure every aspect of the new technical infrastructure is set up and managed properly.
The role that they play during these times is often mission-critical, particularly since their role helps to ensure the downtime in these transitions is minimal to none. For instance, if a company hires 20 employees to work in a new customer support facility, special IT accommodations may need to be made. Therefore, the MSP may send dedicated resources to the company’s onsite location to perform the following:
- Install 20 new computers and Operating Systems
- Set up New servers to support the operation
- Set up new security permissions for each new employee
- Plan and coordinate infrastructure to meet the deadline that has been established
4. Provide Day-to-Day IT Services for Maintenance
As referenced above, managed service providers work with their clients to establish what types of IT services will be required. And based on these needs, the company’s operational needs can differ greatly from one business to another. For instance, after the initial installation of computers in a new operation, a small company may only request on-call remote IT services whenever it is needed.
Or, on the other hand, a large company or corporation may request dedicated 24-hour onsite support for all of their IT needs. Therefore, the company may always have someone from their organization onsite to supply the following:
- Monitor network system performances to identify when adjustments need to be performed.
- Help with planned system outages to ensure networks and systems are updated as needed.
- Diagnose, troubleshoot, and resolve software and hardware issues identified and reported by the company’s staff.
- Provide routine maintenance to network systems and resolve problems in real-time to minimize downtown
By giving all IT services to an MSP, the company can focus all of its time and efforts on performing the core duties of the business. In essence, the MSP will not only hire and supply IT services for the organization but also pay these IT professionals for the work that is performed on a regular basis.
Summary
As mentioned above, managed service providers play a critical role in businesses all over Canada. Therefore, it is important that business owners and their staff become familiar with how these services provider work. Specifically, when it comes to understanding how these professionals work with each business to identify their specialized needs, establish dedicated onsite or remote IT support, and consult with these teams to expand, relocate or downsize operations based on business needs.