Managed Service Providers (MSPs) can provide a broad range of IT-related tasks to help your business maximize your technology investment. In fact, you will often see providers promising they can help you with ALL of your technology needs. But is that true? Can your MSP really help you with ANY tech projects you want to implement?
The answer isn't a simple yes or no. It's a bit more nuanced. To determine what project an MSP can help with, we spoke with Jordan Schmitz, Project Engineering Director for Intelligent Technical Solutions. He has helped many clients with all kinds of projects over the years. In this article, he clarifies which projects an MSP will engage in and where they draw the line on their services.
What Makes an IT Project Different from Regular Support?
Before we get started on what projects an MSP can help with. It's important to distinguish between regular IT support and a project. It's important to know because projects will often be charged separately.
Regular IT support refers to any service contained in your service level agreement (SLA). It typically involves resolving day-to-day support issues and administration tasks for certain key systems. For example, you may be having connection problems with your printer. This type of incident usually takes a short while to fix and normally would fall under regular ongoing support.
On the other hand, an MSP project is generally any task that involves an add, move, or change. For example, let’s say you're adding a new computer, you're moving physical locations, or you're changing servers. These tasks consist of an add, move, or change. "Those are all projects because they require ordering, documentation, planning, staging, and execution," Jordan says.
He explains, however, that it's not a hard rule. If you just wanted to add a new user to your active directory, an MSP could do that quickly and it would not be considered a project. To help you distinguish between the two, Jordan clarifies that "if it's something that takes affects more than five users or more than five systems or takes more than five hours to complete, it is likely a project billable event."
What Projects Can MSPs Help With?
MSPs can assist with a wide variety of projects that can help your organization. Here are some common types of projects where MSPs can offer substantial support:
1. IT Infrastructure Management
- Setup and Maintenance - MSPs can handle the setup, maintenance, and updating of IT infrastructure. That includes servers, networks, and storage solutions.
- Cloud Services - They can manage cloud platforms, ensuring efficient migrations to cloud services. They can also provide ongoing cloud infrastructure management.
2. Cybersecurity Services
- Security Audits and Compliance - Conducting security assessments and ensuring compliance with various standards like GDPR, HIPAA, or PCI DSS.
- Threat Monitoring and Response - Providing real-time monitoring for threats and implementing proactive strategies to mitigate security risks.
3. Data Management and Analytics
- Data Backup and Recovery - Implementing robust data backup solutions and disaster recovery plans to ensure data integrity and availability.
- Data Analytics - Helping businesses leverage their data effectively through advanced analytics and reporting tools.
4. Communications and Network Management
- Network Setup and Maintenance - Designing and maintaining network infrastructure to ensure high availability and performance.
- VoIP Services - Deploying and managing VoIP solutions to enhance business communication systems.
5. Consultancy and Strategic Planning
- IT Consulting - Advising on the best use of information technology to meet business objectives.
- Strategic IT Planning - Assisting in developing strategic plans to ensure IT capabilities align with business goals.
Where Do MSPs Draw the Line?
Generally, all projects listed above are within an MSPs wheelhouse and fall within the provider's specialties. However, sometimes, your technology needs might not align with that.
As an example, let's say you want to set up security cameras across your site and you ask your MSP for help. Their technicians won't be the ones mounting cameras and linking them to a digital video recorder (DVR) system. However, they will help you facilitate. They can get the cabling and wiring vendors figured out and serve as your liaison.
According to Jordan, "If we can help a client, we will. As long as we can do it in a way that expectations are set." He adds: "I don't want to tell a client: 'Sure, we'll take care of that,' when we have no idea what we're doing. We don't want you to end up spending thousands of dollars and not be at a spot where we can deliver."
In other words, some projects will require specialists. And no MSP wants to get put in a situation where they're expected to support something they don't have the resources to support properly.
How Much Do MSP Projects Cost?
The rates for project work can vary. Different organizations will have unique needs and circumstances that can affect the total cost of a project. "That amount is generally a little higher than the rack rate, but you're not seeing that regularly," Jordan says. It could range from anywhere between $80 per hour to $250 per hour, or even more. According to him, if you're paying more, it's likely because your project requires more experience and knowledge.
How Do You Get Help from an MSP for Projects?
According to Jordan, clients can seek help from their MSPs during their quarterly and annual meetings with their virtual Chief Information Officer (vCIO) team or Client Account Manager (CAM). "They will have a very good idea of what you need," Jordan says. That way, they can help prevent mistakes and find more cost-effective alternatives.
Ideally, the team will have months or years to potentially plan the project ahead. However, Jordan says, that's not what usually happens. Typically, a need for a project arises during unexpected times. In this case, clients can contact the CAM directly. They will be responsible for ensuring the project request is sent to the vCIO.
From there, the team will do a deep dive to figure out exactly what you need and why you need it. Then, they will create a plan based on all those factors. "Identifying all of those parts is a big part of it," Jordan explains. That's because if the team doesn't have the full picture, it could end up being a very costly mistake. Preventing those instances is "how we build better relationships with our clients," he adds.
Need Help from an MSP for a Project?
An MSP can help with almost any tech project your organization needs. However, the degree to which they can help will vary depending on the project. If a task is within their wheelhouse, you can expect them to deliver results. However, if it requires a specialist, they might serve as a liaison facilitating the project until completion instead.
ITS is an MSP that has helped hundreds of businesses successfully complete their IT projects. If you need help with a project, schedule a meeting with one of our experts.
If you’d like to continue with your MSP search, read through some of our Learning Center resources:
- How to Review a Statement of Work (SOW) from an MSP (5 Easy Steps)
- EBOOK: An Executive’s Guide to Choosing the Right MSP for Your Business