Why Managed Services Ensure Superior Quality: A Comprehensive Insight

Building on our previous discussion about the cost benefits of managed services, let's delve into another crucial aspect: quality. While many believe a DIY approach guarantees quality due to employees' vested interests, I argue that Managed Service Providers (MSPs) inherently offer superior quality. Though cost might be a barrier, over time, the quality difference becomes apparent.

Key Takeaways:

• Built-in Quality Assurance: MSPs operate under SLAs, ensuring measurable and high-quality service.
• Expertise and Proactivity: MSPs offer specialised knowledge and proactive problem management.
• Optimised Resource Allocation: Right personnel for the right tasks, enhancing overall service quality.

Built-in Quality Assurance

MSP's work on Service Level Agreements (SLAs). These SLAs quantitatively measure service impact, ensuring high standards are maintained. In our last blog, we discussed a DIY-CTO scenario where juggling IT functions with other responsibilities led to a drop in quality. Conversely, MSPs provide dedicated customer success managers, service delivery managers, and teams focused on response times, resolution times, follow-ups, and problem management, ensuring higher service quality.

Expertise and Proactivity

MSPs bring insights and feedback from various industries, offering a broader understanding of technology beyond the confines of a single business. Their proactive approach to problem management benefits both the MSP and the customer, as solving common issues pre-emptively leads to smoother operations. This partnership enhances quality, improves renewal rates, and fosters longer-term relationships.

Example Case: In my experience, an MSP's proactive measures can transform a reactive break-fix agreement into a robust, quality-focused partnership. By addressing issues before they escalate, both the MSP and the customer enjoy a more efficient and reliable IT environment.

Optimised Resource Allocation

Having the right person for the job is crucial. MSPs employ tiered structures ensuring that incidents are managed by suitably skilled personnel. This means architects focus on complex infrastructure changes, while junior analysts handle simpler tasks like password resets. This alignment not only ensures quick and effective resolution but also maintains high service quality.

Example Case: In one instance, a client benefited from the MSP’s tiered support system, where specialised experts swiftly resolved critical issues, and routine tasks were handled efficiently by junior staff. This resulted in improved service quality and allowed the client’s internal team to focus on strategic initiatives.

Conclusion

Quality is a vital component of any partnership between a client and an MSP. From measurable SLAs to proactive problem management and the alignment of appropriate personnel, MSPs ensure superior quality in all aspects. If maintaining high quality is essential to your organisation, consider the substantial benefits managed services can bring.