Selecting a managed IT service provider (MSP) is a crucial business decision affecting everything from daily operations to long-term growth.
Many firms make the error of delegating the evaluation process to a select few. Unfortunately, this makes it all too easy to ignore the perspectives and abilities of other crucial individuals.
How do you make sure you're hearing all of your team's perspectives?
You must have the right people in the right places and at the right time.
Intelligent Technical Solutions (ITS), as an MSP with over 20 years of experience helping clients find the right IT partnership, knows exactly who these people should be. And we want to help you assemble this team of people – thereby avoiding costly mistakes and ensuring successful collaboration efforts.
In this article, we'll explain the four essential stakeholders you need to involve. We also invited Mike Rhea, ITS’ Chief Revenue Officer (CRO), to share his insights into the MSP vetting process and answer questions like:
- Who should we involve if we’re a smaller organization?
- Can we delegate the evaluation process?
You'll learn not only who these key stakeholders are but also why their participation is critical to making an informed and strategic decision that is consistent with your company's overall business goals.
4 Major Stakeholders in the MSP Vetting Process
1. The Chief Financial Officer (CFO)
The CFO's involvement is required because he or she manages the company's finances.
The CFO answers questions like:
- Will the MSP fit within our financial constraints?
- Can they solve our problems within the budget?
- How much ROI will we get if we partner with this MSP?
They’ll also bring a unique perspective, focusing on ROI, cost-benefit analyses, and long-term financial planning.
This perspective allows you to decide with a complete understanding of the financial implications, helping to avoid overspending or underestimating the cost of potential risks.
RELATED: How to Determine the ROI of your Managed IT Services?
2. The Chief Executive Officer (CEO)
Aside from the CFO, you should have your CEO vet the MSP. They’ll ensure that the decision aligns with the company’s overall strategic vision. While the CFO focuses on the numbers, the CEO assesses how the MSP fits into the broader business objectives.
A CEO sets the tone for the partnership, making it clear that the MSP is not just a vendor but a strategic partner in the business's success.
They're responsible for understanding how the MSP will support the company’s goals, whether it’s through enhancing operational efficiency, driving innovation, or supporting growth initiatives.
3. The IT Manager or Office Manager
While the CFO and CEO handle the strategic and financial aspects, someone needs to bring operational insights into the conversation. This role typically falls to the IT manager or, in smaller companies, the office manager.
“Anyone who would have frequent interface with the MSP should be involved,” Rhea explained. They’re the ones who will be interacting with the MSP regularly, so their feedback is vital in evaluating the MSP’s responsiveness, expertise, and fit with the company’s culture.
Evaluating an MSP is not just about looking at the big picture.
“They [the MSP and IT manager] need to talk about real-life problems that the company’s having and understand how the MSP would address it,” Rhea continued.
The IT manager understands these daily technical challenges. They can provide valuable insights into the practicalities of service level agreements (SLAs) and the MSP’s ability to resolve everyday issues effectively.
4. The End Users or Department Heads
Lastly, you should include end users or department heads. They are often overlooked in the MSP vetting process, yet they provide invaluable input. While IT managers are aware of IT issues, they’re not usually the ones experiencing them.
Your team and their managers experience the day-to-day IT issues firsthand. They can offer insights into the practical impact of an MSP’s service.
It’s not practical to include every employee, but their feedback and the presence of the department head will help ensure that you hear their concerns.
These people help ensure that the chosen MSP addresses the real pain points of those who rely on IT services the most.
What if You’re a Smaller Organization?
If you don’t have all the stakeholders mentioned, what baseline should you follow?
Rhea advised, “Anyone who has an influence on the decision, who interacts with end users and knows their IT-related problems, who handles the finances, and any group that feels if we [the MSP] doesn’t get it right, they’ll see the impact on the organization.”
These functions might be performed by one to two people, or if your team is small enough, you’d include everyone. It really depends on your organization’s setup.
Can You Delegate the MSP Evaluation Process?
Let’s say instead of a smaller organization, you’re a larger organization with multiple busy stakeholders. Can you delegate the MSP evaluation to limited team members?
You might be tempted to, but you shouldn’t delegate.
The only way to choose the best MSP for your company is to fully understand its capabilities. Each stakeholder will only get the right information if they spend time verifying the MSP themselves.
“If they’re not willing to be in the meeting, then it isn’t a priority,” Rhea said.
Not prioritizing MSP evaluations leads to mistakes down the line.
“If you exclude somebody who’s involved in the decision from the meetings, then you'll make a decision without having all the information from all parties, and that could hurt your business,” Rhea said.
RELATED: Why Business Owners Must Lead IT Services & Cybersecurity Decisions
Ready to Choose the Right MSP?
More than the people involved, you’ll need a clear understanding of your business needs. You and your chosen stakeholders will need to answer questions like:
- What is the problem we have as a company?
- Do we agree that this is a problem?
- Can the MSP solve the problem?
- Are we, as a company, committed to solving the problem?
"IT is just the tool being used [to solve your problems],” Rhea said. “Choosing an MSP is a business decision, and it needs to be treated as such."
At ITS, we understand the complexities of choosing the right MSP. Our team has extensive experience guiding businesses through the vetting process, ensuring that all the right voices are heard and that the final decision is well-informed.
We treat MSP selection as a business decision, not just an IT decision. We help our clients find partners who truly understand and can support their business needs.
If you're preparing to vet an MSP and want to ensure a successful selection process, contact ITS today. Let us help you find an MSP that will not only meet your technical needs but also align with your strategic goals.
But if you want to learn more about choosing the best MSP before jumping on a call, check out these other free resources:
- An Executive’s Guide to Choosing the Right MSP for You [EBOOK]
- 20 Questions to Ask When Choosing the Best Managed IT (MSP)