In part 1, we introduced 2 of the five questions to ask you MSP. Today, we will look at the remaining 3 questions.
We are not technical people, will this be an issue?
Often when a client speaks to a provider in any industry, they feel that the need to speak their language. If this is not the case, they then feel vulnerable and to be taken advantage of. In most cases it is easier for the provider when the end users are not technical are able to give details on what they did before the incident.
What will you do to understand my business?
When speaking with a potential IT provider, ensure you have thought about which areas within the Information Technology & Communication suite they can help you with.
Discus how the provider can add value in these areas – from your mobile phone bills to your future collaboration with an external vendor.
A good managed services provider will be able to fix your problems, but a great managed services provider will be able to give you advice on what is available in the market and what the trends in the IT market are. This is where the true value of the correct provider will show through.
What services do you provide?
People at times feel frustrated when calling up an IT provider as the person on the phone might not have the answer to the problem raised.
What’s important to know is that a well-structured provider will utilise their Service Desk as the entry point to the information collection and knowledge that they can provide to troubleshoot and resolve incidents or service request, whether by the service desk or through a well defined escalation process. A better way to view a Service Desk is as a concierge.
In summary, an experienced provider should be able to show their proven methodologies in delivering their IT services.
Having a technical person on the phone helping you or a person on-site is at times what a lot of IT people believe is the solution. What is often over looked is how the incident gets to the right person to deal with the issue. How the incident is dealt with so that it’s not repeated and becomes a problem. How is this information documented so that if the issue happens again or happens on another device that the issue isn’t diagnosed and resolved from scratch. The goal should be to not only fix the incident today, but to resolve it so it does not occur again in the future.
The ultimate goal is continual service improvement.