This article explains the best interview questions to qualify for an MSP.
MSP Interview Questions
There are only two reasons a company interviews MSP vendors: they are unhappy with their current IT support provider or their current provider has exceeded their internal IT knowledge or capabilities. This article helps you understand the two crucial things to consider when choosing an IT support provider: the IT maturity level and the type of IT support.
MSP Interview Questions for IT Maturity Level
The IT Maturity Level is the ability of an IT organization to deliver exceptional service and continuous performance improvement. The Gartner Self-Assessment Tool is an excellent tool for measuring the IT maturity level as it ties together the three pillars of success: people, processes, and technology. Chapter two of IT Outsourcing Secrets helps you determine the IT maturity level of the organization with the following questions:
- What KPIs are important to you and why?
- What tools do you use to track your performance, and how do you make that visible to me?
- How do you track the total cost of ownership on each device?
- What qualities do you seek in an engineer?
- Do you hire interns? What do you use them for?
- Do you outsource any of your engineering tickets to someone else? If yes, what?
- How are calls routed?
- What is your escalation process?
- Who will manage my account and give me advice?
- Do you provide onsite quarterly preventive maintenance?
- Do you provide monitoring of the network and desktops? Is there an extra charge? How much?
- What is your onboarding process?
Finding the right Managed Service Provider is easy if you know what questions to ask and the correct answers to listen for.
MSP Interview Questions for Type of IT Support
The type of IT support model speaks volumes about the MSP’s IT maturity level. It takes into account the people, processes, and technology. Most importantly, it determines service levels, budget, and overall customer satisfaction you receive. The types of IT support models and links to excellent MSP interview questions for each include:
- Ad Hoc – Hi risk, low reward.
- Blocks of Time – Hi risk, low reward.
- Helpdesk – Low risk, high reward for internal IT support groups.
- Monitored – Low risk, high reward for internal IT support groups.
- Use-It-Or-Lose-It – Low risk, medium reward.
- Budget – Low risk, high cost.
- Flat Rate Plans – Low risk, high reward, and high cost.
- Customized IT™ – low risk, high reward, and low cost.
Take some time to explore the market and ask the right MSP interview questions. In the long run, you will be thankful you did. To know more about this topic, read IT Outsourcing Secrets, a Small Business Guide to Comparing IT Support Companies.
About INSI: The Best MSP in Atlanta!
Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.
For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.
About the Author
Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.
