Core IT’s Blog

3 things your Managed Services Provider (MSP) wants you know

Are you considering bringing a MSP on board? Or perhaps you already have one. Either way, for you to truly benefit from your relationship with a MSP, you need to build a solid bond with them. As a MSP who has been in this business for long, I can tell you the 3 important steps that will help you get there.

Share, share, share

Your MSP is your IT doctor. Just as you would share everything about your health with your doctor, you need to share everything related to your business that impacts your IT, with your MSP. Give us an overview of your business and answer questions such as

• What you do exactly as a business
• Who are your key clients
• Which industry verticals do you serve
• What are your peak and lull seasons, if you have them
• What are the core regulatory codes that apply to you based on the industries you work for
• What are your business expansion plans for the near future and in the long run

Sometimes clients shy away from discussing all these things because they don’t trust the MSP enough. There is a fear of the MSP sharing business plans and other confidential information with their competitors. As a MSP, I can tell you that we work best with clients who trust us. When you are trusting us with the lifeblood of your business–your IT infrastructure, you should be able to trust us with your plans for your business.

Let’s talk often

While it’s great that you outsource your IT completely to us, it is still important that we meet and talk. Your business needs may change over time and we don’t want to be caught off-guard. We know you are busy, but set some time aside every month or even every quarter to catch up with us and discuss your IT challenges and needs.

Take us seriously

Your IT is our business, and we take our business very seriously. So, when we tell you something, such as–to implement strong password policies, limit data access, upgrade antivirus, etc., please take notice!

Teamwork forms the core of any successful relationship. Same holds true for your relationship with your MSP. Trust us, pay attention to us and hear us out. We’d love that…and we’d love to work with you!

Don’t make these IT mistakes as you grow!

During the course of IT consultancy, we come across a lot of clients who are not happy with the way their IT shaped up over the years. They feel their IT investments never really yielded the kind of returns they expected and come to us looking to change the trend. When analyzing the reasons for the failure of their IT investment, here’s what we come across most often.

Not prioritizing IT

This is the #1 mistake SMBs make. When focusing on growing their business, most SMBs think marketing, sales and inventory, but very few consider allocating resources–monetary or otherwise towards IT. IT is seen as a cost-center, rarely prioritized and any investment in IT is made begrudgingly.

Going for the fastest, latest or even the ‘best’ technology–which may not be the best for you

This is in contrast to the issue discussed above. Many SMBs realize the key role that IT plays in their business success. But they tend to get carried away and invest in the latest IT trends without considering whether it fits their business needs well, or if they really need it. Sometimes it is just a case of keeping up with the Joneses. But, why spend on the fastest computers or largest hard drives when you get only incremental productivity benefits?

Your team is not with you

When you bring in new technology or even new IT policies, it is your team that needs to work on it on a daily basis. If your staff is not on the same page with you, your IT investment is unlikely to succeed. So, before you make that transition from local desktops to the cloud, or from Windows to iOs or roll out that new BYOD policy, make sure you have your staff on your side.

You are not sure how to put it to good use

The lure of new technology is like a shiny, new toy. Investing in something popular and then not using it to its maximum is commonplace. Make sure you make the most of your investment in IT by providing your staff with adequate training on how to use it.

IT can seem challenging to navigate when you have to do it all by yourself. It entails steep costs when taken care of in-house. Add to that the complex task of deciding what IT investment you will benefit the most from and then training your team to use it…all of this is pretty daunting when you have to do it all by yourself. A MSP has the experience and expertise needed to be your trusted partner and guide in these challenges, helping you make the most of your IT investment.

IT Red Flags to Watch Out For

As someone running a SMB, you probably have a lot on your plate. You are the core decision maker, responsible for growing your business, keeping your clients happy and getting all the working done. Often, when you have so much going on, one area that gets overlooked is IT. When you are so busy looking into other things, the start of IT issues may slip your watchful eyes. In this blog, we discuss the IT red flags that you need to watch out for.

Adware ambush

This happens generally when your internet browser has been hijacked and an adware has been sneaked into your system. When you try to surf the net using a hijacked browser, you will find online ads popping up everywhere. And by that we don’t mean the few sponsored search results or a couple of ads that show up when you browse a site. We are talking about ads showing up just about everywhere on your browser. Even a simple link click will take you to an unintended page. It is so evident, you just cannot miss identifying an adware ambush!

Strange pop-ups

Much like the Adware ambush, strange pop-ups show up when you least expect them. For example, you may be trying to open a presentation or a document and a series of pop-up windows will appear before you are allowed access to the file. Watch out for these, as they indicate the presence of a malware in your system.

Spam/Fake emails

If, all of a sudden, you see a lot of spam emails being sent from your/your staff’s official email IDs, there may be a worm at work. Often email worms enter the IT system through the download of one infected file and then replicate themselves across the network via email. Worms do this by penetrating the victim’s email security and spread itself across all of the victim’s email contact list through automated emails that look as if they were actually sent by the victim. So, is Sam from Accounting sending you a lot of junk emails? Probably time to get his PC checked.

A lot of what used to work before is now broken

We all have minor software and hardware issues here and there. But, if all of a sudden, a lot of stuff that used to be up and running seems to be broken, it screams “Red alert”! It could mean that the malware is slowly taking over your IT system, one program at a time.

Bottomline–Surprises are good, but not so much in IT. If you find anything amiss, anything different, like a machine that suddenly slowed down, or a program that just doesn’t work anymore or a new plug-in added to your browser or a new homepage, it’s better to take a deeper look and arrest the problem before it spreads elsewhere wreaking havoc through your IT network.

Assessing your MSP in the first appointment

Handing over your IT to a MSP is a major decision. Who do you choose and more importantly, how? While there’s no rulebook that will tell you exactly how to proceed, here are a few hints that can help you decide how invested your prospective MSP is into you.

How well do they know your industry vertical

It is important that your MSP truly understands the industry-specific IT challenges you face so they can help you overcome those challenges effectively. For example, do you have a commonly used software program or any governmental or regulatory mandates that you must be adhering to. Is your MSP knowledgeable on that front?

How well do they know you and your values

How well does this MSP know your business in particular. Have they invested time in learning a bit about you from sources other than you–like your website, press releases, etc.? Do they understand your mission, vision and values and are they on the same page as you on those? This is important because you and your MSP have to work as a team and when start to see things from your point of view, it is going to be easier for you to build a mutually trusting, lasting relationship with them.

References and testimonials

References are a great tool to assess your prospective MSPs. Ask them to provide you with as many references and testimonials as they can. It would be even better if their references and testimonials are from clients who happen to know you personally, or are in the same industry vertical as you or are well-known brands that need no introduction.

Are they talking in jargons or talking so you understand

Your MSP is an IT whiz, but most likely you are not. So, instead of throwing IT terminology (jargons) on you, they should be speaking in simple layman terms so you understand and are comfortable having a conversation with them. If that doesn’t happen, then probably they are not the right fit for you.

Were they on time

Did your MSP show up when they said they would? Punctuality goes a long way in business relationships and more so in this case as you want your IT person to ‘be there’ when an emergency strikes.

While there are many factors that go into making the MSP-client relationship a success, the ones discussed above can be assessed during your very first meeting. They are kind of like very basic prerequisites. Make sure these basic conditions are fulfilled before you decide on a second meeting.