Wednesday 7th August 2019
by Simon Golding

Simon Golding

What to expect from your Managed Service Provider

A Managed Service Provider (MSP) is an IT company that assumes responsibility for a defined set of IT services on a clients’ behalf. This can be proactive services – for ongoing updates and prevention of outages and downtime – or project based as the need arises.

Examples of services frequently managed by MSPs are infrastructure refresh, moving to the cloud, ongoing management of systems and applications, network and perimeter security and backup and disaster recovery.

If you’re thinking of outsourcing your IT or perhaps you are questioning what your current MSP does for you, here’s what you should expect from your Managed Service Provider:

  1. Independent advice

Your Managed Service Provider should be able to provide you with sound, partner-neutral advice. Whilst all MSPs partner with leading hardware and software technology providers, the best advice is what your business needs, rather than which partners you need solutions from.

  1. 24×7 support*

Not all businesses will need 24 hour support, 7 days a week. But if your organisation is one of those that does, your MSP will be there.

  1. Prevent issues before they occur, particularly cyber-attacks*

As mentioned earlier, MSP’s services are proactive. The provider manages all aspects of your IT including infrastructure and software updates. Should something go wrong, they will be notified of it immediately and resolve any issues before they become a problem. Modern cyber attacks are aggressive, rapidly evolving multi-vectored in nature. An MSP with security expertise will deliver the appropriate services to prevent attacks.

  1. Visibility and reporting of entire IT infrastructure

You should have access to the same tools your partner uses to view and manage your IT infrastructure. Trilogy’s customers use edge/point.edge/point

  1. Fully trained technical, experienced staff

It’s difficult to get qualified, experienced IT staff these days. MSPs ensure that staff have and continue to receive all the necessary training to provide you with the best possible service.

  1. ISO 27001 Information Security compliance

Customers of ISO 27001 compliant MSPs can be assured that data security is being managed to the highest possible standards.

For best service and results, your MSP should use the ITIL framework. This is an IT service management practice that enables the alignment of IT services with your business needs. It is used to measure improvement and demonstrate compliance. The typical components are incident, event, problem, configuration, change, release, service and vendor management and infrastructure health check.

Ultimately, your MSP will be your trusted advisor and act as an extension of your IT department.


* Contract dependent

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