A growing number of IT leaders are turning to MSPs to help address challenges posed by rapidly evolving IT services. Anil Kumar Krishnananda, an advanced solutions consultant in the IT strategy practice at Guidehouse, advises leaders to look for a commitment to service excellence in an MSP.
An MSP that can supply real-world examples of superior service and lasting relationships indicates the likelihood of a trusted, productive relationship, says Krishnananda. “Commitment to service excellence in an MSP is the most important attribute,” he states.
Krishnananda reports that his organization examines MSPs for evidence of service quality in order to accurately determine their overall performance. “In some cases, we perform scenario gaming and reference checks to confirm the provider’s fit for addressing capability gaps,” he says.
Another important attribute, directly related to service excellence, is an MSP’s innovation capability, particularly in the areas of digital transformation and operational efficiency. “Tactically, we look for how MSPs embrace intelligent automation, a broader term for the use of artificial intelligence, analytics, and robotics,” Krishnananda notes.