Managed service providers (MSPs) are third-party information technology (IT) experts hired to monitor and maintain certain aspects of a company’s IT operations. Over the last ten years it has become increasingly popular for companies to outsource IT services to MSPs. Depending on your company’s needs, the right MSP can either be your primary technical support provider or a helpful supplement to your in-house team.

If you are considering outsourcing parts of your IT operations, you’ll want to understand these common myths about managed IT services.

Myth 1: All MSPs are the Same:

It is commonly believed that all IT service providers offer the same level of service. But, as with any business, different MSPs can provide better or lesser quality services. Even though most MSPs provide the same basic services, every company has a unique mix of expertise, skills, culture, and customer service.

Another common belief that stems from the idea that all MSPs are the same, is that all MSPs will charge the same price. The reality is, while there is no standardized pricing for IT managed service providers, most MSPs are scalable. This allows you to start with a more affordable plan and upgrade as your company’s needs change.

Myth 2: In-House IT is Better

There are several arguments for why people believe that relying solely on an in-house IT team is better than outsourcing. A few examples of these arguments include:

In-House IT is Cheaper:

At first blush, it may seem that paying in-house IT personnel is less expensive than the monthly cost of an MSP. However people often forget that, when handling IT in-house, you aren’t just paying people’s salary. You also must cover the cost of hiring, managing, training, and equipment. These costs add up, making internal IT is one of the most expensive long-term solutions.

In-House IT is Faster:

Because in-house IT consists of mostly on-site staff, people often think this equals immediate service and results. However, most companies, even large companies, only have a few IT personnel on staff. This means that internal IT departments are usually overwhelmed with work, which leads to slow response times. Additionally, your IT staff will spend so much time ‘putting out fires’ that they won’t be able to focus on future development. Whereas, with a trusted third-party partner, you can rely on someone else to handle day-to-day operations, so your internal team can focus on other things.

Company Data is More Secure with an In-House Team:

Outsourcing means that your IT service provider is going to have access to some of your company’s secure data. However, MSPs understand the importance of security and will take every measure to ensure the security of your company’s data. In fact, one of the top reasons companies choose to work with MSPs is because of their security expertise. MSPs constantly monitor the IT network to identify potential threats, and perform regular updates to protect the IT infrastructure.

Outsourcing Means You’ll Lose Control:

The key to maintaining control when outsourcing is to choose an IT partner that values communication. Be sure to set clear expectations from the beginning by laying out the scope of services and creating a strong Service Level Agreement (SLA). Remember an MSP does not have to replace your internal IT team. If you want to maintain more control, think of your MSP has a helpful supplement for your in-house team.

Myth 3: Larger IT Companies Are Better:

When hiring an MSP for the first time, people often make the mistake of thinking that larger MSPs will provide better service. But the truth is that the quality of service is not dependent on the size of the provider. No matter how large the company is, if your MSP is overloaded with work, their response times will be slow. Instead of asking about size when trying to determine service quality, ask:

  • How long is your average response time?
  • Is there a maximum number of clients your specialists can work with at one time?
  • What policies and procedures do you have in place to prevent your team from getting overloaded, and to ensure timely responses?

Compare the answers you receive from the MSPs you interview to determine who will be the most responsive to your needs.

Myth 4: MSPs Cannot Help Small Companies:

Although many larger companies choose MSPs to supplement in-house IT, smaller companies can actually benefit the most from outsourced IT services. Small businesses often don’t have large budgets for internal IT. They require affordability, flexibility, and scalability. MSPs provide expert IT staff, modern technology, and immediate support. In addition, most MSPs offer scalable services plans, so as your company grows you can upgrade your services.

Myth 5: Location Effects Service Quality:

In years past, working with a local IT provider was important because almost 70% of the work was completed on-site. However, advanced remote monitoring and management tools (RMM) make it such that 95% of technical issues can be resolved remotely. This means finding a tech support partner you can trust, is more important than location.

About Kapp Communications:

Kapp Communications is one of the leading managed service providers in the Pittsburgh area. We have been partnering with businesses since 1984 to provide IT security, IT consulting, and IT services. Our services include: 24/7/365 monitoring, hardware and software audits, email and application support and anti-virus protections. Contact a sales representative today to learn more about our affordable IT solutions.

To learn more about the pros and cons of outsourced IT service, versus internal IT, read our last blog.