Interscale Content Hub – These days, it’s pretty common for businesses of all sizes to outsource their IT services. But, how to select an IT service provider?
We all know the benefits are pretty clear: cost savings, access to specialised expertise and improved operational efficiency.
The US Department of Labor says it’s important to be thorough when choosing an IT service provider, especially if you’re handling sensitive data.
That’s why we’re going to run through a few things to think about here. Right, let’s get started.
Why Choose a Service Provider?
As you probably know, businesses are increasingly turning to service providers to manage their IT needs.
It can be a smart move to choose the right service provider for things like using the latest tech, making sure your data is safe, or just getting your operations streamlined.
The Omdia report in “Selecting a Cloud Service Provider, 2021–22,” shows how top cloud providers like AWS and Microsoft offer full services to meet and often exceed the expectations of modern businesses.
The Omdia also says the number of businesses using cloud computing is growing fast. It estimates that by 2022, around 50% of all workloads will be running in the public cloud.
For Australian businesses, where competition is intense, and the cost of IT failures can be high, partnering with a service provider gives you access to cutting-edge technology and expertise that might otherwise be out of reach.
On top of that, the U.S. Department of Labor’s guide, “Tips For Hiring A Service Provider With Strong Cybersecurity Practices,” points out how businesses, especially those managing sensitive data like 401(k) plans, can really benefit from providers that stick to strict cybersecurity standards.
Difference Between IT Service Providers and Managed Service Providers
It’s easy to get mixed up between the terms ‘IT service provider’ and ‘managed service provider’. They’re often used to mean the same thing, but there’s a subtle yet important distinction.
IT service providers usually offer a range of services, such as network management, software development and IT consulting, on a project or ad-hoc basis.
MSPs, on the other hand, take care of an organisation’s IT infrastructure and end-user systems on an ongoing basis.
The CISA report, ‘Risk Considerations for Managed Service Provider Customers’, shows how MSPs manage and secure IT environments on an ongoing basis.
MSPs do more than just handle day-to-day operations. They also implement security measures against sophisticated threats like Advanced Persistent Threats (APTs), which have been increasingly targeting service providers.
This ongoing monitoring is especially helpful for small to medium-sized businesses (SMBs) in Australia, as they often don’t have the in-house expertise to manage these risks on their own.
The CISA also points out how MSPs are becoming a bigger part of the picture for small and medium-sized businesses, especially when it comes to managing their IT systems, data, and apps remotely.
But, how to select an IT service provider? It’s time for several fundamental factors of IT service providers.
Also, as a handy reference, you might want to read “What is an IT Service Provider: What They do for You, Benefits, and Types.”
Factors to Consider When Selecting an IT Service Provider
Expertise and Experience
The most obvious thing to think about is the MSP’s level of expertise and experience.
The provider should have a proven track record of delivering IT services to businesses similar in size and industry to yours.
The Omdia Universe report shows how the top cloud service providers get great customer experience scores, with an average of 81%. This shows how happy their customers are.
This shows how important it is to choose a provider who can meet your needs effectively.
It’s also important to see how technically skilled the provider is and how up-to-date they are with the latest tech.
The world of IT is always changing, so it’s important your MSP can keep up with the latest trends and give you the most up-to-date solutions.
Range of Services
Your business needs change all the time, so it’s crucial to pick a provider who can offer a full range of services based on what you need.
So, the next thing to check is what services the MSP can offer you.
These services could include things like network management, cloud computing, cybersecurity, data backup and recovery, and help desk support.
The CISA paper says it’s good to make sure you know exactly what the MSP is responsible for in the agreement, using a Shared Responsibility Model.
This makes sure both parties know what they’re responsible for, which helps avoid any confusion and potential security breaches.
Technology and Infrastructure
When you’re looking at potential providers, it’s important to think about their tech and infrastructure capabilities.
CISA says it’s a big deal to know how a provider’s infrastructure fits with your business needs, especially when it comes to things like scalability, reliability, and security.
In Australia, where the number of businesses using cloud services is growing fast, your service provider must have a strong infrastructure to support your current operations and future growth.
The Omdia report shows AWS is the clear leader in this category, with a strong focus on innovation and operational management.
This means it offers a higher level of service reliability and availability.
Security and Compliance
Your provider should have solid security measures in place to keep your business data safe from unauthorized access, theft or loss.
Therefore, security must be a huge factor when choosing an IT service provider.
The US Department of Labor’s guide says it’s crucial to ask about the provider’s information security standards, practices, policies, and audit results.
Look for providers with a good track record on security and who regularly check their own cybersecurity practices.
It’s also a good idea to check that the provider has insurance that would cover any losses caused by a cybersecurity breach.
Support and Availability
Once we’ve looked at security, it’s clear there’s no question about the need for reliable MSP support and availability.
Your business depends on its IT systems to run smoothly, and any downtime can cost you a lot.
So it’s pretty important to pick a provider who’s got 24/7 support and a high availability rate.
The Omdia Universe report says the quality of the service is one of the most important things to look at.
It looks at how well the providers do around the world and how they do in different areas.
It’s also a good idea to ask about the provider’s service level agreements (SLAs) to make sure they meet your expectations for uptime and response times.
Communication and Transparency
Communication and transparency are key to a successful partnership with an MSP.
You should be able to get in touch with your provider easily and regularly, and they should keep you updated on the status of your IT systems.
CISA guidelines for MSP customers suggest setting up clear processes for sharing vulnerabilities, notifying incidents, and communicating with external stakeholders during an incident.
If you’re open and honest with each other, you’ll build trust and make sure you’re all on the same page. That way, you can avoid any misunderstandings and potential issues.
For your other insight, please refer “How to Choose an MSP in Australia: A Comprehensive Guide.”
How to Select an IT Service Provider? A Step-by-step Guide
The first thing you need to do is look at how much experience the provider has and what they can do.
The Omdia report shows how AWS has kept its lead in the cloud services market, with high scores for customer experience (88%) and solution breadth (95%).
These numbers are key indicators of how reliable and capable a provider is.
Next, businesses should look at the range of services on offer. CISA’s framework says it’s a good idea for organisations to look for providers who can offer a full range of IT solutions, from basic infrastructure management to advanced security protocols.
This is particularly important in Australia, where you have to comply with data protection laws like the Privacy Act 1988.
It’s also important to take a close look at the technology and infrastructure the provider uses.
The Omdia report shows that the top providers offer solutions that can be scaled up or down to suit a business’s changing needs. This is a big plus for startups and growing enterprises.
And don’t forget to check the provider has solid security measures in place.
The U.S. Department of Labor’s guide suggests you look for providers with regular third-party audits and a proven track record.
The U.S. Department of Labor’s guide suggests you look for providers with regular third-party audits and a proven track record in handling security breaches effectively.
Given all of the above, we at Interscale are pretty confident we’re one of your best choices in Australia.
Why choose Interscale?
You’ll no longer have to rush to fix unexpected outages or stress about data breaches.
Instead, you’ll get to enjoy some simple workflows, enhanced productivity and rock-solid security.
The idea is you’ve got your own IT pit crew, making sure your tech runs smoothly so you can succeed on your projects.
Yes, it’s all about letting you focus on what you do best – designing, engineering and building great projects.
But don’t just take our word for it. We know you have a lot of choices when it comes to choosing an IT partner. That’s why we think you should do your homework.
Take a look at our Interscale IT Managed Services page, take a read through our case studies and see how we’ve helped other AEC companies with their IT challenges.
Absolutely, we’re not a company who would ever pose a risk to our customers. But how can you be sure we’re not a red flag company? Here are some indicators.
Red Flags to Watch Out For
Yes, there are a few things you should look out for to make sure you don’t run into any problems.
One big warning sign is when there’s a lack of transparency when it comes to security practices.
The CISA points out the risks of working with providers who are unclear about their security measures or don’t give you clear documentation on how they protect your data.
Another thing to look out for is if a provider is reluctant to offer detailed service-level agreements (SLAs).
As the U.S. Department of Labor says, a provider who doesn’t commit to specific performance metrics might not be reliable in critical situations.
The Omdia report also says to avoid providers with inconsistent customer experience scores, as this could mean there are problems with the service or support.
It’s really important for Australian businesses, especially those in highly regulated industries, to choose a provider who not only meets but also exceeds compliance requirements to avoid any legal issues further down the line.
So, we can arrange a catch-up to see if Interscale is a red flag or not – maybe over a coffee and a croissant?
Let’s have a quick discussion about the IT issues you’ve been facing and see how we can help you resolve them.
In Closing
If you choose your IT service provider wisely, you can give your business the tech foundation it needs to succeed in today’s competitive market.
So, take your time, do your research and choose wisely. After all, the success of your business might well depend on it.
You can also get in touch with our team of experts if you’d like to know more about how to select an IT service provider.
