How to Evaluate and Compare Managed Service Providers (MSPs): A Guide for Business Leaders
Why would you want an MSP to help you with your IT and Cybersecurity?
When it comes to IT and cybersecurity, some businesses want to manage it on their own. They want the responsibility of keeping their technology operating effectively 24/7. They want to sift through every log and alert to determine if there’s a cybersecurity concern.
Or perhaps you don’t want to spend your time figuring out how to build and run an IT team and would rather focus on what you went into business for. Seeking IT and cybersecurity experts to handle either all your technology or a portion of your technology is a common approach for many businesses.
Whether you’re brand new to partnering with an MSP for IT and cybersecurity, or you’re in a state of dissatisfaction with your current MSP, or your business is growing and now you need some outsourced assistance in some areas of your tech, this blog will help you navigate what can be a complicated process of shopping for an MSP.
Let’s start off by unwrapping what might be a very shocking fact: NOT ALL MSP OFFERS ARE THE SAME.
MSPs all vary in their capabilities, expertise, and levels of service. Because of this, your evaluation can’t come down to cost alone.
Take the time to properly understand what that MSP will be doing for you for the quoted price. After all, you’re paying them to keep your business operational with tech that works and cybersecurity that keeps you safe, so you need to make sure that’s what they’ll deliver! Understanding what an MSP will provide and how they will deliver on that promise (how fast, how responsive, how efficient that MSP will be) will determine the value you’ll be getting for the money you’ll be spending.
Choosing the right Managed Service Provider (MSP) is one of the most critical decisions a business leader can make. An MSP directly impacts the efficiency, security, and overall performance of your business operations. With the growing number of MSPs offering a wide variety of services, how do you choose the one best suited for your business?
This guide is designed for the IT decision-maker in a business. Anyone from business owners, IT Directors, or office managers may be responsible for deciding who should help your business with your technology. Since this decision can be the responsibility of a variety of roles with a variety of technical expertise, we’re going to break down the areas you should be evaluating as plainly as possible.
What Is a Managed Service Provider (MSP)?
Or perhaps we should be saying, “What should a Managed Service Provider be? Just because a business calls itself an MSP doesn’t mean it will fulfill this definition.
A Managed Service Provider (MSP) is an external organization that should remotely manage your company’s IT infrastructure, end-user systems, and cybersecurity needs. Typical services include 24/7 monitoring, cloud management, disaster recovery, and support.
A dependable MSP doesn’t just handle tech; it enables seamless operations, enhances business agility, and secures your IT environment from evolving threats. Some MSPs even go the extra mile by acting as proactive technology partners who align IT strategies with your business goals, helping you plan for the future, so you’re ready to upgrade when necessary and bounce back quickly and easily from technical or cybersecurity interruptions.
Selecting the right MSP can make all the difference in the world to keep your business running smoothly, help you avoid many cyber incidents, and minimize the impact and increase your resiliency to get back to regular business operations after a technology or cybersecurity incident.
How to Evaluate and Compare Managed Service Providers
To select the best MSP for your business, here are ten key factors to consider during the evaluation process.
Security Expertise and Certifications
The security of your IT environment is paramount. A quality MSP should prioritize security expertise and hold certifications such as SOC 2, ISO 27001, or CISSP.
Since MSPs have access to client environments, they are prime targets for cybercriminals. A compromised MSP can jeopardize multiple client systems.
Ask the following questions:
- Do they hold up-to-date security certifications, and can they share their auditor reports?
- What cybersecurity measures protect both their infrastructure and yours from threats like ransomware, phishing, and insider breaches?
Partnering with a security-first MSP ensures your critical assets and operations remain protected.
Process-Driven Operations
A reliable MSP operates based on clearly defined Standard Operating Procedures (SOPs). SOPs ensure consistency and quality across routine maintenance tasks, incident responses, and service delivery.
A process-driven MSP minimizes errors, enhances efficiency, and guarantees predictable outcomes. This structured approach reflects their commitment to service excellence and operational maturity.
Ask for insight into how the MSP standardizes workflows and uses processes to ensure consistent quality and efficiency.
Client References and Reviews
Client feedback provides invaluable insights into an MSP’s real-world performance. Request examples of their Customer Satisfaction (CSAT) scores or speak to current clients about their experience.
Look into online reviews, testimonials, and case studies on platforms like Clutch.co or Google Reviews. Does the MSP consistently deliver on their promises? Are existing clients satisfied with their level of service and communication?
Customer Service & Response Times
Downtime can cost your business money, customers, and credibility. A dependable MSP must offer fast response times and proactive support.
Here’s what to evaluate:
- Service Level Agreements (SLAs): Review their guaranteed response and resolution timelines.
- Accessibility: Are they available 24/7? Can you easily reach a knowledgeable representative when needed?
- Proactive monitoring: Does their system alert them to issues before they impact operations?
MSPs with strong customer service keep your business running smoothly and your team members happier.
Planning and Budgeting
Does the MSP align its capabilities with your long-term business goals? Do they have a formal quarterly meeting cadence to review your technology journey? Regular strategic reviews and IT roadmaps are essential. Quarterly meetings can identify pain points, pinpoint growing opportunities, and avoid surprise expenses.
Through careful planning, the right MSP becomes more than a service provider—it becomes a strategic partner, adding long-term value to your business.
Technical Expertise & Certification
To ensure your IT environment is in capable hands, evaluate the MSP’s technical certifications. Relevant certifications demonstrate expertise in managing complex IT infrastructures. Examples include:
- Microsoft Azure or Amazon Web Services (AWS) certifications
- Cisco Networking certifications
- Cybersecurity credentials like CISSP or CISM
- Other software or hardware certifications (Basically, if an MSP puts a named technology on their proposal, it is reassuring to know if they have technicians certified for those technologies.)
Work with MSPs that have specialized technical skills and stay updated with the latest tech developments.
Automation
Automation tools help MSPs handle repetitive or complex tasks efficiently and accurately. Automation benefits include faster incident response, reduced errors, and adaptability as your business grows.
- Automated Processes: Finding out what processes are automated by the MSPs you’re evaluating can be a big difference maker in how quickly, easily, and encompassing the service you receive is. The most advanced MSPs embrace automation technology to streamline and automatically address common and low-impact issues. Finding out which common tech requests your team has that can be immediately and automatically addressed and resolved will ensure that your team gets back to their task, rather than waiting for a technician to respond and fix the issue. This is advantageous for your business as well because instead of engaging an MSP to fix things that could be automatically solved by technology, the advanced MSP will be capable of dedicating technicians to higher-impact problems and solutions for your business.
- Automated Maintenance: Most MSPs claim to be proficient at keeping your systems backed up or patched with all of the latest updates, but unless they are automating these processes and updates, an MSP can get quickly overwhelmed and fall behind, leaving your business at risk and exposed to vulnerabilities. Automating backups, patches and performance monitoring is key to ensuring you remain secure and resilient.
Ask prospective MSPs how they integrate automation into their business processes.
Pricing and Transparency
Transparent pricing ensures you fully understand the scope of services without hidden charges. While selecting the most affordable MSP may be tempting, focus on the value and ROI provided.
Key areas to evaluate:
- What exactly is included in their pricing?
- Will cheaper options sacrifice quality, security, or essential support?
Value matters more—choose an MSP that delivers comprehensive services at a fair price.
Comprehensive Service Offerings
The best MSPs aren’t just responsive. They provide seamless, fully integrated IT solutions that include proactive maintenance, security, and long-term technology planning.
Ensure the MSP offers services needed for your business to maintain efficiency and growth. From cloud adoption to disaster recovery, they should address all aspects of your IT needs.
Ask whether services are customizable. These should align with your unique industry and operational requirements.
Operational Maturity
MSPs with higher operational maturity consistently deliver better results. Signs of maturity include:
- Documented and standardized processes
- Performance metrics tracked using dashboards and tools
- The use of automation for both repetitive and strategic tasks
- Performing comprehensive risk assessments
- Appropriate headcount at each technician tier level
Businesses that partner with mature MSPs gain consistent reliability and measurable improvements.
Why Take the Time to Properly Evaluate an MSP?
Selecting the right MSP shouldn’t be taken lightly. The right choice will align with your business goals, strengthen your IT operations, and protect your organization from cyber threats.
Use the criteria outlined in this guide to compare Managed Service Providers effectively. Evaluate their security expertise, processes, customer service, and technical skills to identify the best fit for your organization.
Don’t forget to focus on value over cost—partnering with the right MSP is an investment in the long-term success of your business.
If you’re searching for an MSP in the Atlanta, Phoenix, or San Francisco areas, we welcome you to meet with us and evaluate our performance.
Nathan Caldwell
Marketing expert, thought leader, speaker, and security awareness solution creator.