What to Expect with Managed IT (5 Simple Truths)


May 26, 2021

Understanding five simple truths will help you know exactly what to expect with Managed IT.

Several factors cause the quality of your Managed IT service to ebb and flow.

With that somewhat sobering statement out in the open, I will review five interrelated truths to explain why peaks and valleys are inevitable and what you can do to reduce the ebbs, increase the flows, and minimize disillusionment.

The following five terms are frequently mentioned in conversations with your managed IT service provider (MSP):

  1. Quality of Service (QoS)
  2. Responsiveness
  3. Standards
  4. Best Practices
  5. Projects

Each mutually interdependent topic has a backstory. Once you understand how they intersect, you’ll be in a much better position to avoid surprises.

And I won’t be holding back. I’ll draw on nearly twenty years of experience to cover what can go well and what can go wrong.


Managed IT Truth #1 – QoS

Managed IT service quality applies to the health and wellness of your IT systems and technical support.

Vibrant IT systems are fast, secure, efficient, and easy to use. When they aren’t, the service desk of your MSP will light up with tickets.

Learn More: Solve Persistent IT Problems Today


Managed IT Truth #2 – Responsiveness

The ability to engage quickly and address problems is a perennial concern for businesses that demand assurance their managed IT provider will meet their needs.

Many variables (some very random) can impact how quickly your IT provider can identify problems and affect resolve.


Managed IT Truth #3 – Standards

Every endpoint in your IT infrastructure – hardware, software, and applications – should be architected and integrated by your managed IT partner to serve the operating needs of your mission.

Non-standard elements (firewalls, switches, desktops, and wireless access points) are more likely to fail and cause Internet outages, service delays, data loss, and cyber breaches.

Learn More: IT Infrastructure Standards


Managed IT Truth #4 – Best Practices

Time-tested, practical operating guidelines create a repeatable process around the design of your IT systems and how users and administrators get assistance from your managed IT service provider with any questions or problems that arise.

Password resets, system updates, Microsoft patching, non-Microsoft (third-party) updates, and how to interact with the help desk are just a few areas where glaring gaps can arise.

Learn More: Top 10 IT Best Practices


Managed IT Truth #5 – Projects

For quality control reasons, managed IT providers handle projects by procuring and reselling authorized hardware, software, and applications through distributors.

And most of the time, clients don’t fully embrace the pricing rationale. Although not quite as frustrating as working with a bunch of contractors on a master bathroom renovation, overhauling and modernizing your IT systems can be complicated, confusing, and stressful.

Although it’s fairly straightforward; a procurement markup for the extension of credit plus a fixed rate for labor, the final pricing is always different than the results that show up in Google searches. While these results don’t reflect an apples-to-apples comparison, extra time and attention are required to remove client skepticism.

Last but not least, even the best-planned projects like a workstation refresh may have some loose ends.

“I think one of the biggest things that can happen is incompatibility issues, with either old software or hardware that the client was using on their old device. We, of course, go through as many investigative steps as possible to ensure that the new system is compatible with their equipment, but sometimes the client doesn’t mention a particularly outdated piece of hardware or software that they use, and then it can be a scramble to ensure that we provide them the appropriate support and equipment to bridge that gap.”

– Stephen Jones, Integris Support Engineer


What’s Next?

The relationship you have with your MSP is a continuum with ups and downs.

Are you standardized and following best practices? Do you trust your IT provider to provide honest and fair pricing? Is it laid out in plain English?

Getting these variables figured out will unleash dramatic upward momentum.

The right MSP can help you achieve equilibrium, but they should also be frank about potential tensions that may arise from time to time.

Jed is a Solution Advisor at Integris who has specialized in MSP solution development, sales, and marketing communications since 2003.

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