the right managed service provider

MS12 THE STRATEGIC PATH TO CONVERGENCE & COllAbORATION

Many small and medium sized businesses struggle with technology.

This is only natural considering the amount of change IT has produced in the last several decades. Yet despite their lack of general understanding about the managed services profession, many businesses inherently know that what they have been using has not been working. I am referring to reactive IT management solutions – the antithesis to proactive managed services.

But how does a business identify an MSP that knows what they are doing and can truly help them bring their IT management under control? With so many IT providers calling themselves MSPs it can be difficult to spot the good ones, but here are a few tips for narrowing down your options.

First, not all MSPs are alike. As many MSPs as there are in the world, there

are as many flavours and varieties of managed services being offered. Consider how many different types of physicians there are. When you feel sick you select the doctor who is best qualified to cure your illness. If you have a toothache you see the dentist. The same is true of managed services. If you have a particular IT problem, there are MSP specialists who can help. If you are looking for a general practitioner, they exist as well. Just knowing that there are many types of MSPs will help you narrow your search.

recurring isn’t alWays good

There has been a common misconception

• What really makes an MSP

• Spotting a good MSP

• The Alliance’s code of ethics

A small business guide to selectingthe right managed service provider

SEE EVEN MORE INFO AT WWW.STRATEGICPATH.COM.AU MS13

for many years that recurring billing makes you an MSP. Well, it doesn’t. Nor does billing for a service on a monthly basis make it a managed service. What sets apart a managed service from a non-managed service is if it is proactive or not. IT management can easily be broken into proactive and reactive.

Reactive IT management waits for a problem to exist (or to be reported) and then attempts to resolve it. Proactive IT management takes measures to prevent problems from happening before they exist; at the very least, a good MSP is alerted to the presence of a problem and begins working on the problem immediately.

And being technically proficient does not, in and of itself, make for a great MSP. A good MSP has both technical ability and business knowledge that are both used together to provide the client

with a complete solution. Having one or the other is not enough; not in today’s environment of ever-present IT threats, legal pressures and demands to make IT more supportive of business initiatives.

Ask for references. Like any other profession, having references is a must. Even finding an MSP with plenty of certifications and accreditations must never supplant doing some of the work yourself. Ask for more than one existing references and get their impression of the MSP. Don’t just ask them if they are satisfied; ask them if they would recommend their services.

Finally, find an accredited MSP. Having technical certifications is good as it demonstrates the requisite knowledge for this industry. However, you can be both technically proficient while being a person wholly unfit to manage another organisation’s IT infrastructure.

How to ensure your chosen MSP is right for your businessby CHARlES WEAVER, THE MSP AllIANCE


An accredited MSP has demonstrated technical skills, as well as financial stability, solid security practices and proven itself through verifiable client references.

Finding an MSP is not hard these days. Finding a good one that will help you for years to come, well, that requires a little more work. If you take some time to put these concepts into action, your chances of finding the right MSP for your needs will dramatically improve.

the managed service provider’s code of ethics and conduct

The MSP Alliance’s code of ethics and conduct provides a clearly-defined set of standards that every alliance member agrees to meet and live by. It covers key areas such as client confidentiality, avoiding conflicts of interest and dealing in a professional manner. The MSP Alliance is the only industry organisation with this kind of written

commitment. It’s another reason you can trust doing business with MSPs who are Alliance members.

public and client Welfare1. You will endeavour to perform your work with care and professionalism according to the appropriate authority’s requirements and the interests of end-users. If your professional judgment is not followed, you should provide an explanation as to the likely risks and consequences.

2. In your professional capacity you should have regard for the public health, safety and environment.

3. You should have regard for the rights of third parties, including professional colleagues or members of the public who might be affected by a managed services project.

4. Within your area of professional expertise you will have knowledge and


understanding of relevant legislation, regulations and standards, as well as comply with such requirements. In the international context, you should be aware of, and understand, the requirements of law specific to the jurisdiction within which you are working, and, where relevant, to supranational legislation (i.e., EU legislation).

5. You will conduct your professional activities without discrimination against clients or colleagues.

6. You will reject any offer of bribery.

avoiding conflict of interest7. You will avoid any situation that may create a conflict of interest between you and your client. You will make full and immediate disclosure to them if any conflict is likely to occur.

8. You will reject any offer of bribery or inducement.

client confidentiality and representation9. You will not disclose or authorise to be disclosed, or use for personal gain or to benefit a third party, confidential information except with the permission of your appropriate authority, or at the direction of a court of law.10. You will not misrepresent or withhold information on the performance of products, systems or services, or take advantage of the lack of knowledge or inexperience of others.

managed services profession11. You will uphold the reputation and good standing of the MSPA in particular and the managed services profession in general, and will seek to improve professional standards through participation in their development, use and enforcement. As a member of MSPA you also have


a wider responsibility to promote public understanding of managed services – its benefits and pitfalls – and, whenever practical, to correct any falsehoods that bring or could bring the profession into disrepute. You should encourage and support fellow members in their professional development and, where possible, provide opportunities for the professional development of new members. Mutual assistance between managed services professionals furthers the reputation of the profession and assists individual members.12. You will act with integrity in your relationships with all members of MSPA and with members of other professions with whom you work in a professional capacity.13. You will have regard for the possible consequences of your statements on others. You will not make any public statement in your professional capacity

unless you are properly qualified and, where appropriate, authorised to do so. You will not represent MSPA unless authorised to do so. The offering of an opinion in public, holding oneself out to be an expert in the subject in question, is a personal responsibility and should not be done lightly. To give an opinion that subsequently proves ill-founded is a disservice to the profession and to MSPA.14. You will notify MSPA if convicted of a criminal offence or upon becoming bankrupt or disqualified as company executive.

professional advancement and education15. You will seek to upgrade your professional knowledge and skill and will maintain awareness of technological developments, procedures and standards that are relevant to your field


and encourage your subordinates to do likewise.

managed services professional competence and integrity16. You will not hold yourself out as an expert in an area where you are not. You will only offer to do work or provide a service that is within your professional competence. You can determine your own professional competence for under-taking a particular job or role by asking: • Am I familiar with the technology

involved, or have I worked with similar technology before?

• Have I successfully completed similar projects in the past?

• Can I demonstrate adequate knowledge of the specific business and/or technical requirements successfully to perform the work?

CHARlES WEAVER

Charles Weaver is the president of the MSPAlliance (the International Association of Managed Service Providers), with over 5000 members worldwide. In addition to running the daily operational activities of the MSPAlliance, Mr. Weaver writes and speaks extensively around the world on the managed services industry. His latest book, “The Art of Managed Services” is already being read all over the world.

17. You will observe the relevant MSPA Codes of Practice and all other standards that in your judgment are relevant and you will encourage your colleagues to do likewise.18. You will accept professional responsibility for your work and for the work of colleagues who operate under your supervision. l

the right managed service provider

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