Building a True Partnership with Your MSP: The Keys to Maximizing Value and Success

When it comes to IT services, success often hinges on the strength of the partnership between your organization and your Managed Service Provider (MSP). It’s a bit like a well-oiled machine—or better yet, a high-performance race car. But before we dive into the race, let’s talk about what it takes to cross the finish line first.

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1. Get Your House in Order

Imagine this: you’re about to go live with your shiny new MSP contract, but your internal workflows and processes are still a bit… chaotic. Spoiler alert—your MSP isn’t going to magically fix everything for you. It’s like inviting a pit crew to service your car, but you’ve still got a flat tire and no gas in the tank. Before that green flag waves, make sure your house is in order.? Your MSP will follow the processes you set, so let’s make sure they’re well-defined and race ready.?

?2. Let the Experts Be Experts

?Your MSP is like that top-tier pit crew, trained to perform with precision and speed. But if you start changing every little detail—like insisting the right rear wheel be painted blue or that the gas guy must be left-handed—you’re missing the point. The goal is to get the car back on the track quickly, efficiently, and safely. Let the experts do their job, and manage the outcome, not the process. Focus on the results: is the pit stop fast, efficient, and accurate? That’s what counts.

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3. Embrace Change—and Plan for It

Change is inevitable. Your business will evolve, and your IT needs will shift. The key is to give your MSP as much advanced notice as possible and to collaborate on changes. But, let’s be clear—this is a two way street.? You must ensure your contract is fair and flexible. You don’t want to be hit with unreasonable fees for every little change. A true partnership means both sides work together to adapt, driving outcomes neither could achieve on their own.

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4. Follow the Expert Advice

Even with the best MSP and the most robust contract, if you’re not willing to follow their recommendations, you’re setting yourself up for failure. You want to reduce ticket counts or increase adoption of cost-effective options like chatbots and self-service automation? Great! But it won’t happen if you don’t listen to the experts and implement a solid organizational change management program. It’s like ignoring your pit crew’s advice and then wondering why you keep spinning out on the track.

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5. Invest in Your Platform

Whether you own the ITSM platform or it’s provided by the MSP, it’s essential to invest time and money to keep it optimized. Your MSP will offer Continuous Service Improvement (CSI) suggestions, but those suggestions are only effective if you implement them. If your MSP is providing the platform, make sure your contract includes development time to keep things running smoothly. Think of it as regular maintenance—neglect it, and you’ll end up stalled on the side of the road.

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6. Don’t Fall for the Lowest Bidder

You’ve heard it before: if it sounds too good to be true, it probably is. Choosing the lowest-priced provider often means sacrificing quality. Sure, the initial contract might look like a steal, but beware of the bait-and-switch. Those ambiguous terms can quickly lead to costly change orders down the road. Did you hire a consultant to review the contract for best practices? If not, you might be in for a bumpy ride.

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7. Final Lap: It’s All About Partnership

At the end of the day, a successful relationship with your MSP is all about partnership. It’s about working together, holding each other accountable, and focusing on the shared goal: maximizing value and driving success for your business. When both sides are committed to the race, everyone crosses the finish line a winner.

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So, are you ready to hit the track? Make sure you’re geared up for a smooth and successful journey with your MSP by following these 7 steps.