Some partnerships thrive. Others stall.
So, what makes the difference? Turns out that it isn’t down to the service level agreements (SLAs), or the technology. It’s not even about the platform.
The real differentiator is how you start. The best kind of partnerships are based on how well you understand each other from day one.
In managed services, as in life, being good together starts with seeing the bigger picture. That means putting the hindsight front and centre.
Beyond the RFI
Most managed service relationships begin in a simple spreadsheet. It’s a checklist and a neat table of requirements. For procurement, that fits the bill.
But purpose doesn’t live in rows and columns.
Neither do the gremlins that stall transformation. If your goal is to enact meaningful, sustained change, you need something deeper from your MSP. Think beyond the answers or the delivery – focus on the questions and discovery.
Discovery done right
A ‘Managed Services Provocateur’ doesn’t simply gather requirements. They dig in and challenge assumptions. These provocateurs are asking the questions you haven’t thought to ask yet.
First of all, they’re asking why. What change are we really trying to create here, and who’s it for? Are our assumptions still valid, and what’s in the way that we’ve stopped noticing?
Then they’re asking how. How do our cultures, with their own teams and tools, fit together? How will they collaborate effectively across functions, suppliers, and maybe even silos?
How do we build trust, not just tickets?
True discovery moves beyond IT. It involves line-of-business leaders, CISOs, boards, and users. Changes happens out in the ecosystem, not in isolation.
Success starts with people
Technology doesn’t transform businesses – people do.
Behind every successful managed service is a carefully nurtured web of relationships between:
- The client and the MSP.
- Peer roles on both sides.
- The MSP and the rest of the IT partner ecosystem.
What does real collaboration look like then? Think about security teams co-authoring solutions in regular threat landscape reviews. How about engineers solving problems side by side, and not just handing off tickets?
Service leads need to be working together to continually improve the experience. CIOs and executives should be shaping the strategic direction in quarterly partnerships. Ditch those status updates!
This is true integration and vendor management combined..
The role of the Customer Advocate
At the heart of this model is the Customer Advocate. You may see them as a salesperson, but actually, they’re a business ally.
Success isn’t measured in upsell. Instead, it’s measured in progress.
They understand the client’s business as well as their own. They’re the bridge, a knowledgeable guide, an embedded extension of the team.
When things get messy (and they always do), the Customer Advocate ensures no one loses sight of the shared goal.
Next-level collaboration
A great MSP is one that helps everyone deliver better. That means fitting into your supplier ecosystem, not just alongside it.
They must possess the ability to fit into that existing ecosystem of suppliers. Services are elevated through their own platforms, but they’re also helping to bring everyone else’s service offering up.
This is the rising tide that lifts all boats. Silos are being connected, and issues are being anticipated. Everyone is aligned, with each person knowing when to lead and when to step back.
All it takes is some humility and clarity, with a layer of trust underneath. When it works, the impact is transformational.
Shared values, shared success
You can’t deliver transformation without trust. You can’t co-create value without a shared sense of purpose. You certainly can’t build any of it in isolation.
So, if you want a managed service partner who’ll walk the road with you, and not just deliver to a contract, look for one who:
- Puts discovery before delivery.
- Invests in relationships, not just SLAs.
- Matches their expertise to your ambitions.
- Advocates for your success as if it were their own.
In the end, the best MSPs deliver much more than technology. The future won’t wait. Choose a partner who’s ready to shape it with you.
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