This article explors the best interview questions to qualify an MSP.
MSP Interview Questions
There are only three reasons a company interviews MSP vendors; they are a new business, have exceeded their internal IT knowledge, or are unhappy with their current IT support provider. The third is the most common reason, and once burned means twice skeptical. And, if you have been burned it has probably happened more than once. If that is the case, it is likely due to your MSP interview questions or standards.
There are two crucial things to consider when choosing an IT support provider; the IT maturity level of the provider 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 to measure 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?
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 a little 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 IT Support Provider in Atlanta
For over 25 years, Innovative Network Systems (INSI) has offered an integrated IT support and cybersecurity approach for small and medium-sized businesses in the Atlanta area. Their 100% local, college-educated, and experienced engineers provide a range of services from basic monitoring to fully Managed IT services. The INSI IT support model gives their clients the exact level and type of service they want while providing greater accountability and reduced ongoing IT support costs. INSI options include cloud, cybersecurity, backups, cabling, wireless, business phones, and more.
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.
