What should I get getting from my IT Provider?
This is a common question I encounter. Instead of focusing on what you should be receiving from your current IT provider for a monthly service fee, I would like to shift the perspective to: What value are you deriving from your monthly payment to your current IT provider?
It is important to note that I am speaking from North West IT's perspective. However, we are also connected with similar-sized Managed Service Providers (MSPs) in the Greater Manchester area. While I am not representing them or MSPs as a whole, I aim to provide you with an understanding of what you should expect for your monthly fees.
Managed Service Providers (MSPs) deliver professional IT support to organisations that either lack an internal IT department or are augmenting a small, single-person IT team. With that in mind, there are five core areas that your current IT provider should be offering. These can be included in a package or presented as optional recommended extras. Regardless of how each MSP structures their product offerings, you, as the customer, should either have access to these services or be offered them.
1. Remote Monitoring and Management (RMM)?
RMM stands for Remote Monitoring and Management. It is a type of software used by Managed Service Providers (MSPs) to remotely monitor and manage their clients' IT infrastructure and systems. RMM tools help MSPs to proactively identify and resolve issues, perform maintenance tasks, and ensure the overall health and performance of their clients' IT environments. This includes tasks such as software updates, security monitoring, and system performance checks
There are several key players in the RMM marketplace that your MSP should be utilizing:
While the specific RMM tool used may not be directly relevant to the end user, it is crucial to note that all mainstream MSPs today employ one of the RMM tools listed above. It is fair to say that most proactive MSPs use one of the top two in this list. At North West IT, we use Connectwise ASIO with Connectwise Manage. However, as an end user, your primary concern should be that your MSP can provide the following:
It is worth mentioning that some less reputable IT support companies may use tools like TeamViewer. While there is nothing inherently wrong with using TeamViewer as a service, it is not an RMM tool and will not be effective for proactive support. At North West IT, we also use TeamViewer as a fallback option if our RMM agent fails or if we are assisting someone using their own PC and they are unable to install our lightweight version. However, it is important to emphasise that TeamViewer is a fallback tool and not a substitute for a proper RMM solution.
2. EDR or MDR AntiVirus
Unfortunately, we are in an era where cyber attacks pose a significant threat, and as technology advances, the risk to cybersecurity continues to grow. What antivirus software are you currently using? Is it a managed antivirus provided by your IT provider, where they actively monitor and manage the security of your endpoint? In the event of a virus, are you left to resolve the issue on your own, or is your IT support company already addressing the problem?
There are many reputable players in the security space, which is beneficial. However, the key question is whether your IT provider is effectively managing these solutions. Security vendors today offer a range of options, from basic antivirus software, which I wouldn't recommend, to more advanced solutions like EDR (Endpoint Detection and Response) and MDR (Managed Detection and Response).
EDR (Endpoint Detection and Response) and MDR (Managed Detection and Response) are both cybersecurity solutions, but they serve different purposes and offer different levels of service.
EDR (Endpoint Detection and Response) focuses on monitoring and responding to threats at the endpoint level, such as computers, servers, and mobile devices. EDR solutions provide continuous monitoring, detection, and automated response to potential threats. They collect and analyze data from endpoints to identify suspicious activities and provide tools for investigating and mitigating threats. EDR is typically managed by an organization's internal IT or security team.
MDR (Managed Detection and Response), on the other hand, is a more comprehensive service that includes EDR capabilities but is managed by a third-party provider. MDR services offer 24/7 monitoring, threat detection, and response by a team of cybersecurity experts. This service is ideal for organizations that may not have the resources or expertise to manage their own security operations. MDR providers not only use EDR tools but also incorporate additional threat intelligence, advanced analytics, and human expertise to provide a more robust security solution.
The essential point is that, at a minimum, your antivirus should be an EDR product. However, for a fully managed solution, you should opt for an MDR product, which is managed by both the RMM agent and the antivirus agent. There are many reputable vendors in the security marketplace, and if you haven't heard of them, that's actually a good sign. In my opinion, you should avoid antivirus products that have been featured in the news or are available on the shelf at PC World.
3. Backups and BCDR
How much (￡) is your data worth?
What would the cost be to your business if your data was missing??
What would happen do your business if your data was lost?
These are critical questions that need to be addressed. Backups are a significant investment and should be viewed as an insurance policy for your business. What data do you need to back up? Where is it located? How much data is there? The answers to these questions will determine the appropriate solution(s) required.
For small businesses that primarily use Microsoft 365 and OneDrive/SharePoint for data storage, a simple SaaS backup solution would suffice. However, for larger organizations with on-premise or cloud-based servers, it is essential to consider what would happen if the servers failed. Do you have a disaster recovery solution that can temporarily spin up your corrupted server in the cloud while you repair your on-premise solution?
I am not suggesting that your current IT support provider must include a solution as part of your monthly package. Each provider has its own approach. However, they should recommend a solution, either as an optional extra or as part of your existing subscription with them.
4. Productivity Support
As a standard practice, most MSPs offer Microsoft 365 1st Line Support, either as part of an agreed contract or as a service they provide. It is surprising to hear of IT companies that do not offer Microsoft 365 as a product, as it raises questions about their ability to support you if they are not a Microsoft Partner. Nevertheless, a mainstream MSP should at least provide 1st line support for your preferred productivity suite. While most businesses use Microsoft 365, it does not hold the majority market share. According to a survey conducted in December 2023, Google Workspace is used by 44% of the world, whereas Microsoft holds a 30% share, with the remaining users opting for free solutions.
The Admin Center of Microsoft 365 is a complex tool. If your organisation is ISO certified, it is crucial that your MSP manages your Secure Score. This task is not easy and requires ongoing monthly management. Therefore, it is reasonable to expect MSPs to charge for managing your Microsoft 365 tenant.
5. Proactive Reporting?
While the last point may not be a core value, it is essential for an MSP to be proactive in caring for your assets. The RMM agent is designed to help extend the life of your investment. As a business, you want to purchase new IT equipment when necessary, ideally every 4 or 5 years, rather than every 2 or 3 years.
You need an IT provider that actively ensures your devices are reliable. Your devices should function when you need them, powering on quickly without the need for you to wait. This means you should be able to turn on your device and it be ready to you, not go and grab a coffee, have a quick chat with a colleague about last night's TV show, and return to find your device ready for you to log in after countless minutes of waiting for it to be ready.
Should your MSP come to your site? Perhaps. Since COVID, advancements in technology have allowed MSPs to provide remote support more effectively, reducing the need for on-site visits. Many MSPs have removed on-site support from their core packages, offering it as a premium call-out option instead. We operate similarly, with 98% of our support being remote. While we can come to your site, we will only do so in extreme emergencies. However, as per our Managed Service Agreement, we will visit your site at least once during the agreement period to ensure your IT projections are on track and to address any project development needs you may have.
Conclusion
So, what value should you be getting from your MSP? Should you be getting effective proactive support, absolutely yes! Should your IT support provider know that your endpoint is having a problem before it becomes a problem to you? Definitely! Do you think that you are getting the protection, the confidence, the support you need? Well, sadly, only you can answer that.?
You've made it this far into my article, and you deserve a reward. Did you know that we offer FREE site audits of your IT setup? We will provide an honest assessment of whether you are getting value for your money. If we believe you are receiving a good deal with your current IT provider, we will let you know. However, be aware that many less reputable IT companies rely on tools like TeamViewer, free versions of BitDefender, and Malwarebytes for reactive support, which is often ineffective.
If you would like a free audit of your IT setup, including the protection and support you are receiving, please get in touch by emailing [email protected] or reaching out to us via the contact form on our website (https://northwest-it.co.uk) or the chat feature.?
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