As a business customer, you are linked to a Managed Service Provider (MSP) is a complete legal document that contains terms, definitions, coverage, protocols, procedures, etc., including a service level agreement (ALS).
Detailing key measures to enforce contracts, service level agreements are designed to ensure that customers get what they expect, including service availability, and that service providers understand their services. responsibilities. While SLAs are essential to a healthy managed services strategy, they do not guarantee that you are making the most of this relationship.
SLA and KPI
Companies are hiring MSPs for several reasons. The first, according to a list drawn from a survey conducted last year with more than 400 US companies, reduces security risks. Then you have to follow the technology, optimize the operations,
help with cloud technology, help a company focus on its core, reduce course ex, gain skills, release staff so that it can work on key projects and consolidate multiple SLAs.
If you work with an MSP, some of these reasons may sound familiar. But you will notice that your service level agreement does not cover all of them. Risk measurement, for example, may be an issue in itself. Some of the other reasons are associated with tasks that may be part of the job, but not part of the SLA itself.
The fact is that an SLA does not measure everything that has value. To help you determine if your MSP relationship is on track, consider creating a few KPIs. While typically associated with a company's internal operations, KPIs can also help you determine whether you are meeting your initial goals by working with an MSP.
New technology, main mission, IT skills
If you used an MSP for example to keep pace with the technology, how would you measure it? You can measure the age of equipment and pre-vendor or post-vendor versions. If you are evaluating the emerging technology that you are evaluating, an MSP acting as a consultant should help you reduce your open strategic questions. Does this number decrease?
Perhaps one of your goals was to let the team members undertake some important projects. This is a common aspiration, but much less commonly achieved. Try some key performance indicators. How many projects have they done before joining an MSP or after a partnership? Or how many employees have you redirected since the arrival of the MSP?
Have you turned to an MSP because of a skills shortage? Lack of computer skills is an ubiquitous challenge, and working with an MSP can help. How many open job applications did you have before you started working with the MSP? Are these requests still open or are their numbers decreasing?
When creating custom KPIs, make sure that what you measure provides a complete view of the value you receive. Once these steps are done correctly, these additional steps can help you stay on track to explain why you decided to work with a Managed Service Provider.