The term ‘Managed Services’ can mean many different things to different people, but what is a Managed Service? In its most basic sense, Managed Services refers to the practice of outsourcing business functions to engage a higher level of professional services whilst reducing costs and streamlining operations.
Commonly it refers to technology and is about managing elements of your IT environment. For example, Managed Services might involve engaging a provider to take care of your Help Desk support, unified communications, or possibly data storage and backup recovery.
A third party who manages your business technology is called a Managed Service Provider (MSP). MSPs can work in conjunction with a business’ internal designated IT team. The two resources can work well in harmony and it doesn’t necessarily need to be only one or the other.
Capability and evidence of success
Can the MSP share case studies or provide evidence of previous projects? What is their reputation like? Just because a Provider can talk the talk and promise you the world, doesn’t necessarily mean they’re able to deliver. Don’t be afraid to ask for customer references so that you can understand what it will be like to work with the provider.
Location
How important is it to you that your MSP is local or even Australian-based? For some businesses, the savings associated with an offshore team may be worth it. While others feel that having a local provider who knows your area and operates in your time zone may be of more benefit.
Clear agreements
Agreements must be explicit so that both parties understand what their personal responsibilities are. Requirements and expectations will differ between Providers, so it’s best not to assume what is and isn’t included in your Managed Service Agreement. For example, some agreements will include installation and setup of equipment and software, while others assume it will already be ready to go and they are managing a functioning network. Make sure when selecting your MSP you understand the agreement being presented to you.
