Technology drives business operations, but choosing the wrong IT partner can lead to inefficiencies, security risks, and wasted budgets. Many businesses struggle with providers that overpromise and underdeliver.
According to a report by Datto, 68% of managed service providers (MSPs) in North America experienced revenue increases in 2024, with nearly 38% growing by more than 10% year-over-year. Selecting the right provider ensures your IT systems run smoothly, securely, and cost-effectively.
Patrick Birt, President and Owner of AdRem Systems Corporation, emphasizes, “Businesses must move beyond surface-level promises and evaluate MSPs based on expertise, security capabilities, and measurable service outcomes.”
This guide will help you understand how to choose a managed services provider that aligns with your business needs and provides long-term value.
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Essential Managed Services Selection Criteria
Your IT infrastructure impacts every part of your business. Choosing an MSP requires careful evaluation.
Here are 3 key factors that should drive your decision.
1. Industry Experience and Proven Track Record
An MSP with experience in your industry understands the compliance requirements, security risks, and operational challenges unique to your business. Ask for case studies and references from clients in your sector.
- Why it matters: A provider with relevant experience can offer proactive solutions and faster problem resolution.
- What to look for: Years of experience, client testimonials, and industry-specific compliance expertise.
2. Service Level Expectations (SLEs) and Response Times
A reliable MSP provides clear service level expectations that define response times, resolution processes, and availability. Fast, reliable support prevents costly downtime.
- Why it matters: Slow responses and vague commitments lead to operational disruptions.
- What to look for: Fast response times, 24/7 availability, and transparent escalation processes.
Cybersecurity and Compliance Expertise
In 2024, cybercrime in the United States was estimated to incur costs totaling $452.3 billion. Cyber threats are on the increase, and regulatory compliance is stricter than ever. This is why you need to partner with managed cybersecurity services that protect your data and meet compliance requirements should be a top priority.
- Why it matters: A weak security posture increases your risk of data loss and compliance violations.
- What to look for: Advanced cybersecurity tools, compliance certifications (SOC 2, HIPAA, NIST), and proactive threat monitoring.
Key Questions to Ask an MSP Before Signing a Contract
Choosing the right provider requires thorough questioning during the discovery phase. These MSP qualifying questions help separate capable providers from ineffective ones.
Questions to Ask During MSP Discovery
Before selecting an MSP, it is essential to conduct a discovery session to assess their capabilities, communication, and approach to IT management. The following questions help ensure the provider aligns with your business’s needs and long-term goals.
- How do you handle IT security for your clients?
- Look for answers that include real-time monitoring, threat detection, and incident response capabilities.
- What industries do you specialize in?
- An MSP that understands your industry’s challenges can provide tailored solutions.
- What response times do you commit to?
- A reliable MSP should have SLEs outlining response and resolution times.
- Can you provide references from businesses similar to ours?
- Real-world success stories showcase the MSP’s reliability.
- How do you handle IT scalability?
- Ensure the MSP can support your business as it grows, not just today but in the long term.
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Technical Questions to Qualify an MSP
Evaluating the technical capabilities of an MSP is critical in determining whether they can effectively manage your IT environment.
Asking the following technical questions to qualify an MSP ensures they meet your cybersecurity, compliance, and operational needs.
- What cybersecurity frameworks do you follow?
- Look for NIST, CIS Controls, or ISO 27001 compliance.
- Do you provide proactive monitoring and threat detection?
- A strong MSP actively monitors for vulnerabilities rather than reacting after an incident.
- What is your disaster recovery and backup strategy?
- Ensure they have reliable data recovery processes and redundancy measures.
- What automation tools do you use for IT management?
- A good MSP should use RMM (Remote Monitoring & Management) and AI-driven automation to prevent IT failures.
Red Flags to Watch for When Selecting an MSP
Even well-established MSPs may not be the right fit. Here are warning signs that indicate a provider may not meet your needs.
Lack of Transparency in Pricing
Some MSPs provide vague pricing models that obscure hidden fees. A reputable MSP offers clear, itemized pricing so you know exactly what you’re paying for.
If a provider avoids discussing costs upfront or bundles essential services with unnecessary add-ons, reconsider your choice.
No Clear Service Roadmap
A strong MSP should outline a plan to improve your IT environment. If a provider cannot demonstrate how they will enhance efficiency, security, and scalability, they may lack the expertise to deliver long-term results.
Look for MSPs that create a technology roadmap tailored to your business goals.
Limited Security Focus
Cybersecurity should be a core function of any MSP, not an afterthought. If an MSP treats security as an optional add-on, it may leave your business vulnerable to cyber threats.
Ensure the provider integrates security across all services, including endpoint protection, compliance support, and proactive threat detection.
Poor Communication and Slow Response Times
If an MSP takes days to respond during the sales process, their post-contract support will likely be worse. Slow response times lead to extended downtime and unresolved IT issues.
Check reviews and client testimonials to verify their response efficiency before making a decision.
How to Choose a Managed Services Provider That Works for You
The table below highlights essential managed services vendor selection criteria to help you evaluate potential providers.
Use this checklist to compare MSPs before making a decision.
| Criteria | What to Look For |
| Industry Experience | Proven track record in your industry |
| Service Level Expectations | Clear response times and resolution processes |
| Security Expertise | Cybersecurity certifications and proactive threat monitoring |
| Scalability | Ability to grow with your business |
| Compliance Support | HIPAA, SOC 2, NIST, or other required certifications |
| Transparent Pricing | No hidden fees, clear service breakdown |
| Client References | Verified case studies and testimonials |
| 24/7 Support | Round-the-clock availability |
| Disaster Recovery | Robust backup and recovery solutions |
Choose a Reliable MSP Partner: Work with Adrem Systems Corporation
IT challenges don’t have to slow your business down. Unresponsive IT support and weak network security can disrupt operations and cost you money.
Working with a provider that guarantees fast response times, transparent pricing, and advanced cybersecurity is the best way to stay ahead.
AdRem Systems Corporation provides business-driven IT solutions attested to by a 99% customer satisfaction rating. Our clients see a 90% reduction in IT issues within three months. Contact us today to learn how we can help your business thrive.
