Is it time to move to a new IT infrastructure managed services provider (MSP)?  Many organizations went through a long process of evaluating their organization to move from in-house support to a managed services provider.  However, the experience is less than optimal due to recurrent IT issues; the vendor taking longer to fix issues or non-responsive in answering questions or escalating unresolved issues.  If your MSP is not providing best-in-class tools to deliver solutions, it may be time to change your provider.  Below are five questions to address to see if it is time to change:

  1. Are you experience slow response times to address significant issues such as internet outages or server crashes? The MSP should have service level agreements for critical issues and an escalation process to reduce your loss of productivity and costs.
  2. Is there a lack of proactive 24/7/365 monitoring of critical services? Although your organization may work “normal” business hours, clients or certain employees may require the network and data to be always available. Proactive monitoring ensures issues are addressed and resolved.
  3. Is your data consistently backed up? The ability to restore your data in case of data loss due to system outages or security issues is critical.  Data loss can not only cost your organization money; it may also make you liable for lawsuits or government fines.
  4. Is your MSP providing innovative and strategic guidance or just trying to “sell” more services? A good MSP provides advice on how technology can help you.  Sometimes the right solution results in reducing the MSP’s footprint.
  5. Is your MSP the right size with the right professionals and the proper industry certifications to fit your organization?  If you are not getting the technology support despite the MSP’s best efforts, it may be time to reevaluate.

Case Study – Leading Metal Fabricator

The client’s current managed service provider was slow to address and resolve infrastructure issues.  In addition, the current provider offered few suggestions for innovation or technology to support the client’s growing business.

As a result of these issues, the client contacted Dewpoint to discuss transitioning the services to Dewpoint.  One of the client’s main concerns was to minimize disruption of current infrastructure services during the transition.  Dewpoint applied our proven transition methodology, including providing a project manager to oversee the transition and hold regular meetings with the client’s key stakeholders to discuss and resolve any unforeseen issues.

Dewpoint is currently providing end to end IT infrastructure managed services in a secure and  reliable environment, including:

  • Service desk support and remote support
  • IT service management (incident management, problem management, change management, and knowledge base)
  • Desktop support (break-fix support, warranty service, software support)
  • Image management
  • Asset tracking
  • Administration of Office 365 environment across multiple locations
  • Server support services including operating system administration, patch management, and system security maintenance, server network configurations, capacity management, storage support, cloud backup support
  • Network services including monitoring and managing the distributed infrastructure environment
  • Security services encompassing firewall management, backup and restore services, centrally managed anti-virus support

As a result, the client’s infrastructure supports future business growth through improved tools, reporting metrics, and data analytics for business growth.  Dewpoint regularly meets with the client to discuss innovations in technology and how the client can take advantage of these changes to reduce costs or increase efficiencies.  Contact Dewpoint to learn more about how our IT-managed infrastructure services can simplify and transform your business.

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