When Should You Not Use an MSP?
Sounds like a strange thing for us to be talking about since Simplex-IT is…well, an MSP (or Managed Service Provider).
My dad was an insurance sales guy. From all accounts he was a pretty successful one. And I learned two key things from him. First and foremost, there is no way on God’s green Earth that I’ll ever be an insurance sales guy (sorry, dad). More to the point here, he liked to talk with potential clients about what would make his services a bad fit right out of the gate. So, in honor of my Dad, let’s talk about 5 reasons why your organization might not want to use an MSP for their IT support needs.
You have unique IT requirements. In my opinion this is the strongest legitimate reason. If your organization requires unique IT applications, hardware, and/or processes to create your goods and services, the MSP model might not be the best resource to support it. For example a manufacturing organization that has a lot of shop floor equipment connecting to the network with unique requirements? The MSP model might not work for you.
You have a really unique IT setup and aren’t willing to change. Most MSP’s do their best work by implementing a standard set of best practices and technologies in terms of how they set up and support IT for their clients. MSP’s are both profitable and affordable because we can recreate the same support process for our clients without reinventing the wheel for every client. But if you aren’t willing to make some changes to the way you operate, then the MSP either won’t be able to support you in a timely manner or will have to charge through the nose (in order to offset the cost of them training staff to support only you).
You won’t let the MSP support you using their methodology. Most MSP’s (including us) have a way of dealing with stuff. Often referred to as the “ticketing process”, it’s the method used by the MSP to identify, prioritize, and resolve issues for their clients. Remember, you’re not the first nor (usually) the biggest client to the MSP. So if you refuse to submit tickets, or won’t work within hours services are provided? Every issue you have is an emergency? The MSP model probably isn’t for you.
You enjoy kneejerk IT decisions. If you’re the kind of person that will make significant decisions based on a whim, then the MSP model might not work for you. Purchases of IT resources based on availability (or impulse). Or application decisions based on what you overheard at a conference or read in an airline magazine. I’ve had several conversations with CEO’s that essentially have said “I’ve decided we’re moving to the cloud…by the way, what’s the cloud?”
You’re willing to take significant IT risks in terms of security. This one is…evolving, and might end up becoming one of the biggest reasons not to use an MSP. Cyber security is about risk understanding and acceptance. Part of the MSP’s responsibility is to clearly communicate to our clients where the risk is highest and make sure that reasonable steps are taken to manage the risks. But if you prefer to bury your head in the sand? Then it probably isn’t a good fit. This is especially true when compliance and/or insurance issues are involved.
So, there you have it. And before I go, let me point out that the alternative to the MSP support model for most organizations is the Internal IT resource. And that some of the reasons I’ve described here really work better for the Internal IT model simply because…well, you get to call the shots when they work for you. That doesn’t mean you always should. And as I’ve said before, a properly implemented and managed Internal IT group will always outperform a poorly implemented and managed MSP. And vice versa.
So whichever way you go, we can help you get it right! Thanks Dad!