More and more, businesses are seeing the benefits of IT outsourcing, and are choosing to contract out some or all of their IT to a Managed Services Provider (MSP). Managed Services refers to a professional IT company providing a business or organisation (the client) with IT services.
Outsourcing is big business, not just in the UK but around the world. A 2017 study found that organisations in EMEA (Europe, Middle East and Africa) spent more than 6 billion euros on IT outsourcing in the first half of 2017. Nearly every aspect of IT can be outsourced including security, firewalls, identity and access management and managed desktops, and you can choose to outsource some or all of your IT.
Outsourcing elements of your business requires trust and transparency on both sides, particularly when the outsourced area is IT. If you are considering using a Managed Services Provider for your IT, read on to discover Core's top questions to ask before signing on the dotted line...
How will using your service help us to compete better in our sector?
Outsourcing IT should enhance your company performance and enable you to compete better in saturated industries, perhaps by giving you the most robust security around or access to the very latest software updates which puts you at an advantage to your competitors.
Ask potential MSPs how outsourcing your IT (and to them in particular) will help you become more agile compared to keeping the IT function in-house.
How will you help us adopt technologies more quickly than if we kept IT in-house?
Any MSP worth their salt will have access to the latest software and technology, which means you will too. They may also have partnered with other IT companies to provide an even better standard of service.
This, coupled with the fact that your software will be regularly updated without you lifting a finger is one of the major benefits of Managed Services. Ask potential MSPs how they will make sure you have the latest and most up-to-date technologies working for you more quickly than if you didn't outsource your IT to them.
Who have you worked with before? Have you worked with clients the same size and industry as us?
For outsourcing to be a success, it's crucial your MSP has experience working with companies of a similar size to yours and in the same industry. If not, they might be out of their depth and unable to provide the level of service you need. Ask for examples of past clients and speak to these companies directly. Are they satisfied with the service they received? Did the MSP meet the terms of the Service Level Agreement (SLA)? Would they choose the same MSP again? A reputable IT firm will have no problem with you asking customers these questions.
What certifications do you have?
Managed Services is becoming increasingly popular, with many IT companies now offering the service. This means that, while most providers are highly capable, others are less qualified; and it's getting harder to distinguish the two. Ask a potential MSP what certifications they have, who they are accredited by and who they have partnered with. A key certification to look out for is ISO 27001; a specification for an information security management system or ISMS (a policy framework outlining an organisation's information risk management processes).
What security measures are in place to protect our data?
An MSP will have access to company data. This could include confidential figures, sensitive information or client details. For this reason, it's crucial they have the very best security software and robust procedures in place to keep data secure. Question their data security processes and decide whether you think these are adequate. If in doubt, don't proceed: nothing is more important than the integrity of your data, especially in the age of GDPR.
What are the terms of our Service Level Agreement?
A Service Level Agreement is a contract between the client and MSP which defines the service that will be provided. It is the cornerstone of any outsourcing agreement. The SLA guarantees a certain level of service, ; in terms of IT outsourcing, this is usually centred around guaranteed uptime (the amount of time a computer or software is functioning or able to function). If the terms of the SLA are not met, the provider will usually offer the client compensation in the form of a refund or free service. The compensation offered will depend on the terms of the SLA. It is vital that a robust SLA is in place and that both parties are aware of and agree to the terms. This avoids any confusion and ensures transparency.
How will we be charged?
Different MSPs use different pricing models depending on the service provided. Will you pay the MSP on a monthly or yearly basis? Or do they have a break-fix pricing model? Consider this when looking at potential provides and decide whether their pricing model will suit your budget.
While the list above is not exhaustive, they are a good starting point when trying to find the right Managed Services Provider for your needs. For IT outsourcing to work, it's really important to research MSPs thoroughly and find the one that best fits both your requirements and your business.
Core are an ISO 27001 certified MSP providing Managed Services to businesses across a range of sectors., We'd love to chat about how outsourcing IT could be beneficial to your organisation.
