How to Choose a Managed IT Services Provider: Key Questions to Ask

HCL defines Managed IT Services Provider as the services that are “outsourced/offloaded to an external Managed IT Services Provider are called managed IT services. The managed service provider takes on the 360-degree responsibility of the entire IT operations of the organisation, including 24X7 monitoring, IT support on demand as well as problem resolution.”

Simply put, managed IT services are those IT services that are provided by an external vendor. For example, they establish and maintain LAN, WAPs and other network connection. They provide cyber-security solutions and resolve issues. They remotely assist with data and file infrastructure. They handle your all storage, network, IT and computing tasks.

This way, they provide technical support to your organization.

Managed IT support takes care of your IT infrastructure and equipment on a contract basis.

Given that you outsource your IT management and computer network to the third-party vendor, there is little to no need to employ full-time staff for that. It is a service model in which you rent out the services or infrastructure rather than purchasing them.

Simply put, with managed IT service provider, you don’t need to hire a full time IT staff or purchase tools, which should save you some money.

That’s why it is an attractive option for many businesses. Managed IT services are popular among small businesses, especially those which cannot afford new hiring and equipment.




Helping You Save Money and Time:

Your business might be small, but the challenges are not. And this is particularly true when it comes to routine IT operations. Staff and new equipment are required to stay productive. Needless to say, it consumes a large part of their budget which is something not afforded by all businesses.

Maximizing Uptime:

From that small mouse to those huge servers, every single IT device plays important role in your business operation. If a breakdown occurs in your IT ecosystem, it causes downtime which can affect your critical functions. A managed IT vendor will take care of such concerns so that you can focus on the core competencies of your business.


Handling Security Concerns:

Another advantage of working with a managed IT service provider!  Most managed IT vendors also offer cyber-security. For instance, they check your network for vulnerability and fix it before it can turn worse. They can also restrict access to authorized personals only. Besides, they can track your devices.


Tailoring to Your Requirements:

You can customize your IT solutions to your needs. You can choose the services which matter most to your operations leaving the add-ons or extras.

Being Affordable:

Managed IT services are generally reasonable and available according to your budget. They are available on a pay per use model. It means that you can pay for them as long as you are using them. Simply put, you get the services on rent. You might not require signing a contract or agreement. The charges can be paid monthly or annually depending on your payment schedule.


Providing Data Backup and Recovery:

Protecting your data is important, no matter if you are a big software company or a small accounting firm. After all, your organization relies on the data ecosystem that includes your customer info, employee records and financial information. You cannot afford to lose your valuable data. However, many factors can lead to data loss, including accidental deletion, power outage and cybercrime.

Good thing is that many managed IT support companies provide data to recover and backup strategies. They automatically take the backup of your data and provide you access to the same in case you have lost it.



So you must have understood how managed IT services can let you augment your technical support and infrastructure. This is a great solution for the companies looking for better support but lacks the resource to manage their IT infrastructure and IT staff.

No wonder that more and more businesses are partnering with MSPs. They hand their IT environment as well as many routine maintenance tasks. They can help you increase efficiency by ensuring your infrastructure is performing optimally and issues are resolved timely. Many organizations choose them to relive some of the burdens on their in-house IT staff so that they can focus on strategic business initiatives.

And it is equally true that not all MSPs are equal. Their services vary based on size, capabilities and technology. Many will offer you the laundry list of services they provide as well as the quote for it. However, determining the right one can be overwhelming as comparing those checklists and checking their quality.

A good managed service provider understands that they are not handling your IT infrastructure, but also supporting your business. When you choose a managed IT service provider to help your business, make sure to choose the right one. Whether you are a start-up or a big business, you have to take care of a lot of things. If you lack an internal IT department and manage the things on your own, then chances are you could be benefitted by hiring a managed IT service provider.

With an efficient MSP, you can devote more time to focus on your core competencies. Like we have said, choosing the right IT service provider can be stressful. To ensure you choose the right provider, consider the following things before deciding which managed service provider can help your business grow.


Can You Meet My Requirements?

First thing first, identify the structure and system of your company. What do you need? What are your concerns? Which IT operations or infrastructure is too expensive?

Now sure where to start? Many managed IT support vendor will assess your infrastructure to determine your requirements and create solutions accordingly.

If you are aware of your requirements, ask your prospective Managed IT Services Provider vendor if they can meet it and how.


How Long Does it Take You to Respond?

Technical glitches are inevitable. Sometimes your servers get down. Sometimes there is a problem with your PC. Sometimes your printers don’t work. No matter how small or big such problem is, they lead to frustration and even worse can hinder your process. That’s why your managed IT services provider needs to respond as quickly as possible. You don’t want them to make you wait for several hours. It is also important to understand that every company has different response time varied by the processes. In this scenario, you should ask for their guaranteed response times.

Make sure to ask these important questions:


  • How long does it take for you to respond?
  • Do you have a dedicated customer support agent?
  • How fast are glitches generally resolved by you?
  • What about your onsite support?


Here you need to confirm if they can give answers with facts and metrics.


What about Your Track Record?

No matter how good company sounds in their “About Us” section on their website, their past and existing customer can say it all.

Therefore, it is important to understand your Managed IT Services Provider vendor’s profile, market presence, and feedback from previous clients. You can also check their case study. Taking such factors into account will give you enough confidence to make an informed decision.

Contact their previous clients to see if they really lived up to the expectations. A good managed service provider shouldn’t have a problem providing you with the contact numbers of their clients.

It is also important to check their reviews being available on their website, Google page and social media platforms.


Do You Have any Certifications?

Once you get to know the market side of your potential MSP, it is time to check their partnerships, technical expertise and other qualifications that back their abilities. This way, you can understand their technical side.


How Long You Have Been in the Business?

While most IT professionals are ready to face a new challenge, make sure to prefer the one who has sound experience in working in the industry.

For example, if you run an accounting firm, then an IT expert with account and finance industry experience can help you better than one who has previously worked with a retail store. An IT service provider who has worked in your industry can efficiently foresee potential issues and provide the solution accordingly.


Can I Know About Your Supporting and Assistance Abilities?

This is one of the key aspects to determine an organization’s successful journey with an MSP. You never know when your business can face a security threat, network error and downtime. Therefore, all you need is quick support keep your business up and running. This will help you a lot in gaining productivity, which is important to any business.


Can I Afford Your Services?

Like any small business, you must be conscious of your budget. No wonder why you would prefer an affordable managed IT service vendor.

The MSP’s services and responsibilities vary, so are their pricing models. Therefore, it is important to know how their prices are set. Prefer the vendor that can let you tailor your services so that you can skip those extras or add-ons. Make sure that their pricing is fair and easy to understand. Any good managed IT support company will be clear about the cost of services chosen by you and what will be covered by the fees you pay. It will all be mentioned in your contract so you can see “what’s covered and what’s not” before signing anything or paying.

The clarity in pricing is recommended for both you and your Managed IT Services Provider company as they justify their services based on the agreement signed by both of you.


What about Data Backup and Recovery?

There are many ways to lose your data, from accidental deletion, cybercrimes, to natural disasters and employee’s mistake. Therefore, it is important to ask your MSP how they will store your data and create a backup as well.


Bottom Line:

So you must have understood the benefits of managed IT services provider as well as how to choose the right one. If you run a small to medium-sized business and need help with improving, deploying or maintaining your IT systems, but can’t afford a full-blown IT department staff, then a managed IT service provider might help you.


Outsourcing your IT tasks to the third-party vendor can save you time, money and hassle by eliminating the job of maintaining the devices and network you need to keep your business up and running.


At Apixel IT support, our experienced and efficient IT professionals provide top-notch, customized and customer-centric managed IT support services to all businesses in Singapore.