Top Five Warning Signs Your MSP Is Lying To You
Top Five Warning Signs Your MSP Is Lying To You
MSP proactivity is essential for any organization. Hi, I’m Colin Shantz, CEO of CopperTree Solutions, and today, I’m talking about the top five warning signs that your MSP is lying to you. So today, we’re talking about the top five warning signs that your MSP is lying to you.
Not A Proactive MSP
The first one I wanted to look at is all they ever do is respond to support requests. One promise an MSP makes is that they are going to be proactive about your infrastructure. They’re going to be:
- doing maintenance,
- improving things in the background,
- monitoring things,
- looking out for ways to improve your infrastructure.
The reality is a lot of organizations end up only responding to support requests. So, if you only hear from your MSP is when you have a problem, or they solve support tickets, they’re not a proactive MSP. They’re more of a reactive and break/fix type company. The end result, for you, means that there’s more risk in your infrastructure. You’re going to have more problems than you should have. A proactive MSP will always be looking for ways to improve the infrastructure. Additionally, they’ll tell you to better use technology and decrease risk within your infrastructure. In contrast, a MSP that’s not proactive will respond to those issues after they happen. So, you want to make sure that whoever you’re partnering with is working in a proactive manner.
MSP Does No Maintenance
The second sign is they never come on site to do maintenance. So, an MSP or an IT support company that never comes on site to do maintenance, signals that they’re not proactive. And, their primary role/work that they’re doing for you is responding to tickets. Again, when working with somebody, the ultimate goal for you as a business leader is to get to that place where:
- things work,
- you can sleep at night,
- you know that your risks are manageable,
- you feel like you have the right technology in place.
The only way to get there is to:
- be proactive
- always make changes to the infrastructure,
- always improve,
- looking for ways to upgrade some technology,
- reconfigure something to have it work better.
But, an IT infrastructure is like a vehicle. If you chose not to do maintenance on your vehicles, one day they’re going to leave you sitting beside the road. And a computer system is no different. They need regular maintenance, and you have to take care of them to have them work right.
No Regular MSP Strategy Meetings
The third warning sign to look out for is you’re not having regular strategy meetings. So, we need regular meetings to learn about your needs, organization, and technology. In meetings you should talk about:
- where the organization is going,
- what’s coming down the pipe,
- what kind of plans you might have in place,
- and looking at the infrastructure to ensure you still have the right solutions in place.
One of the things we do for our clients is have a quarterly, vCIO meeting, or strategic planning meeting. So, it’s focused around the high-level business conversation that needs to be had. Here, we make sure that we understand what’s:
- happening in our client’s infrastructure,
- happening in our client’s business,
- the challenges you’re facing,
- the things you’re working on,
- and how we can then support that through technology.
If you only hear from your MSP once a year, you don’t have the proper relationship with them. They’re not a proactive organization.
No KPI Reports
The fourth warning sign I wanted to look at is they don’t give you a KPI report. So, part of what you need as a business leader, to measure success in IT, is some KPIs, key performance indicators. KPIs will allow you to look at your IT and say, “Are we good, or is there some room for improvement?” One of the things CopperTree does for our clients is we have what we call our IT health score. And this gives you a a way to measure the health of your infrastructure. Also, it allows you to flag areas of opportunity or areas of risk within your infrastructure. So we have best practices that we use to measure our client’s IT infrastructure.
Generally, every month, we have a technician go through your infrastructure and compare you to best practices. This results in a health score that says you’re 97% aligned or you’re 85% aligned. It’s designed to give you a tool to be able to say, “Where are we?” And if you’re 99% aligned with best practice, you know that IT is not something you need to be worrying about. And, if you’re 93% aligned, there’s recommendations that you should consider. From a business perspective, they will help you be more efficient or reduce risk. It’s designed as a high-level executive tool to help make better decisions. Additionally, it helps you understand where you are at from an IT prospective. So, if you’re not getting KPIs, you need to consider whether you’re working with a proactive or a reactive MSP.
You Have Too Many Problems
So the fifth warning sign is you feel like you still have a ton of issues. One thing I always ask business leaders when I talk to them about their IT, is, “What do you want from technology?” And the first thing people always tell me is, “I want it to work. I want to come in every day and do what I do, and I want my team to come in every day and do what they do. And I don’t want to have to call anybody, or Google anything, or email anybody, or try and figure stuff out. It should work. I wanna come in and do what I do.” So that’s one of the off-the-cuff ways to measure IT success. Asking if things work, or are we having more than our share of problems?
One of the things we measure is the number of issues to how many issues you have per person or per endpoint. And we know that there’s a range. If you’re within a certain range, you know that your organization’s pretty healthy. And if you’re outside of that range, then we know that there’s some underlying problems. This is one of those things that most people have a pretty good gut feel for. So if you look at your infrastructure, or IT experience, and you say, “We have too many issues,” your MSP is not proactive. Generally, these issues are a result of not having the right configured technology. But, it’s an indicator of some underlying issues that can have solutions.
Thanks for joining me today as we talked about the top five warning signs that your MSP is lying to you. To learn more, please with our website at coppertreesolutions.ca.