How to Manage a Managed Service Provider: Best Practices and Insights

Introduction to Managed Services

As businesses grow more reliant on technology, partnering with a Managed Service Provider (MSP) has become a strategic move for companies looking to stay secure, efficient, and agile. An MSP takes care of your IT infrastructure, systems, and day-to-day tech needs so you can focus on running your business. These services include proactive monitoring, cybersecurity, network management, and help desk support.

The benefits are clear: predictable costs, access to expert knowledge, scalability, and stronger security. Understanding how MSPs operate and how to manage your relationship with them is key to getting the most value from your partnership.

Understanding the MSP Business Model

MSPs operate under a recurring revenue model, providing continuous IT management and support. Unlike the old break-fix model, MSPs proactively monitor and resolve issues before they impact operations. Pricing structures vary, with models including flat-rate, tiered, or per-device pricing to suit different business needs.

Successful MSPs align their offerings with client goals. They might provide network monitoring, data backup and recovery, cloud services, and strategic IT consulting. The growing MSP market presents opportunities but also requires navigating complex compliance standards, evolving security threats, and client expectations.

A well-designed business model ensures your provider remains efficient and competitive, helping you do the same.

Core Services of an MSP

Your MSP should cover all foundational IT needs. These core services often include:

• Infrastructure Management: Overseeing servers, networks, cloud environments, and hardware.
• Remote Monitoring and Management (RMM): Real-time tracking and alerting for system performance and issues.
• Cybersecurity: Firewalls, anti-malware, intrusion detection, multi-factor authentication, and regular security assessments.
• Cloud Solutions: Migration support, data backups, and SaaS management.
• Help Desk Support: Quick resolutions for end-user tech problems.
• Disaster Recovery: Systems and strategies in place to restore operations after unexpected downtime.

Having a provider that customizes services to your business ensures stronger IT outcomes and a more productive partnership.

Disaster Recovery and Cloud Migration

A strong disaster recovery (DR) plan can be the difference between minimal disruption and catastrophic loss. Your MSP should design DR strategies that include regular backups, failover systems, and clearly defined recovery time objectives (RTOs).

Cloud migration is also a significant step many businesses are taking, and a skilled MSP can make that transition seamless. Whether you are shifting to Microsoft 365, Google Workspace, or private cloud infrastructure, data security and compliance must remain top priorities.

When executed correctly, cloud migration offers scalability, lower IT costs, and more flexibility for remote work.

Security and Compliance

Security is no longer optional. With the rise in cyber threats, businesses need a robust IT security framework. A high-performing MSP will provide:

• Network security monitoring
• Threat detection and incident response
• End-user training
• Compliance management for frameworks like HIPAA or CMMC

Partnering with an MSP that specializes in cybersecurity ensures your systems are protected and your business remains compliant with industry regulations.

Best Practices for Managing an MSP

To get the best results from your MSP, follow these best practices:

• Set Clear Expectations: Ensure both parties understand goals, timelines, and responsibilities from the start.
• Maintain Open Communication: Establish regular check-ins, reporting schedules, and clear escalation paths.
• Integrate Strategically: Let your MSP complement your internal IT team. Define roles so both work collaboratively.
• Plan for Scalability: Ensure your provider can grow with you. Their systems and services should flex as your needs evolve.
• Stay Informed: Engage in IT planning. Ask questions about new technologies, risks, and areas for improvement.

A strong partnership starts with alignment, mutual accountability, and transparency.

Managing Vendor and Partner Relationships

Your MSP is just one piece of the IT puzzle. They often manage third-party vendors on your behalf, from software providers to hardware suppliers. Clear contract terms, vendor assessments, and centralized documentation help streamline these relationships.

Additionally, many MSPs use Professional Services Automation (PSA) tools to track tickets, time, and performance, ensuring accountability and timely service delivery.

Implementation and Onboarding                                                    

The onboarding phase is crucial. Your MSP should:

• Conduct a full network assessment
• Document infrastructure and current issues
• Set up monitoring tools and backups
• Train users on ticketing and communication procedures
• Establish reporting timelines

Effective onboarding lays the foundation for long-term success and smooth service delivery.

Flexibility and Customization

Your IT needs are unique, and a good MSP will tailor its services to your operations, budget, and long-term plans. This could mean custom backup schedules, specialized compliance reports, or a hybrid on-site and cloud setup.

A flexible provider ensures your systems support your business goals rather than dictating them.

Continuous Improvement

MSPs must be agile. Technology changes rapidly, and your provider should continually evaluate their tools, skills, and offerings. A culture of improvement means your IT stays current, secure, and efficient.

Ask your MSP how they stay ahead of tech trends, train staff, and upgrade services. Look for a partner committed to evolving with your business.

The Open Approach Difference

At Open Approach, we are more than a service provider. We are your strategic IT partner. Based in Vermont and rooted in a client-first philosophy, we provide comprehensive managed IT services that scale with your business. From proactive monitoring and cybersecurity to cloud solutions and help desk support, our team of experts delivers the reliability and strategy your business needs to grow.

We do not just manage your technology, we make it work for you.

Ready to Strengthen Your IT?

Whether you are evaluating providers or looking to optimize your current MSP relationship, we are here to help. Let Open Approach show you how proactive, transparent, and strategic IT support can transform your operations.

Contact us today to schedule a free consultation. Let us take IT off your plate so you can focus on what matters most.