Switching MSPs: What you need to know

Changing Managed Service Providers (MSPs) represents a pivotal decision for mid-sized enterprises in the UK. This choice often stems from a desire for improved IT support, enhanced cybersecurity measures, cost efficiency, or better alignment with business goals and technology strategies.

The transition phase is especially critical, as it requires meticulous planning and execution to ensure a smooth handover of services. During this period, it is essential to thoroughly assess the incoming MSP’s capabilities, establish clear communication protocols, and set expectations around service levels.

Any missteps during this process, such as inadequate data migration, insufficient training for staff on new systems, or failure to establish effective support channels, can lead to operational disruptions, extended downtime, and unexpected costs. Therefore, a well-structured approach that considers every aspect of the transition can help mitigate risks and set the foundation for a fruitful partnership with the new MSP.

Common mistakes organisations make

Enterprises often underestimate the complexity involved in changing MSPs. Common pitfalls include:

• Inadequate due diligence: Failing to thoroughly evaluate the new provider’s capabilities and alignment with business objectives.
• Poor communication: Not clearly defining roles, responsibilities, and timelines.
• Ignoring data migration risks: Overlooking the risks associated with migrating data and services.
• Contractual oversights: Neglecting the specifics of termination clauses and obligations to the existing provider.

Top 6 things to do to prepare

1. Define your requirements clearly

Identify precisely what you expect from your new MSP. Document service expectations, response times, security requirements, and strategic goals.

2. Comprehensive risk assessment

Conduct a detailed risk assessment for data migration, downtime, and integration compatibility to avoid unexpected disruptions.

3. Audit existing IT infrastructure

Undertake a thorough audit of your current systems, documenting everything from software licences to hardware assets, to ensure a smooth transition.

4. Review contracts and SLAs

Examine your existing agreements for termination clauses, notice periods, and any financial obligations, ensuring you avoid costly contractual penalties.

5. Engage stakeholders early

Communicate openly with internal stakeholders to manage expectations and ensure alignment throughout the transition.

6. Develop a detailed transition plan

Collaborate with your new MSP to create a comprehensive transition plan covering timelines, responsibilities, contingency measures and testing protocols.

Understanding roles and responsibilities

Your organisation’s responsibilities

• Defining clear business objectives and expectations
• Conducting internal communications
• Auditing and documenting the existing IT infrastructure
• Validating data and testing migrated services

Existing MSP responsibilities

• Providing access to documentation and systems
• Ensuring data availability and transfer readiness
• Assisting in the migration and transition process
• Adhering to termination agreements and facilitating handover

New MSP responsibilities

• Creating and implementing the transition plan
• Coordinating closely with your internal team and outgoing MSP
• Ensuring continuity of services and minimal disruption
• Validating and securing all migrated data and infrastructure

Transitioning to a new Managed Service Provider (MSP) is an opportunity to elevate your organisation to new heights. However, achieving a successful switch requires meticulous planning, open communication, and thorough preparation. By taking these essential steps, you can avoid common pitfalls and create a seamless transition that positions your organisation for future success.

Embrace this transition as a chance to reassess and refine your technology strategy. With the right MSP, you can enhance operational efficiency, drive innovation, and unlock new possibilities for growth. Think of this as more than just a change in service providers. It is a strategy towards optimising your business processes and improving overall performance.

Embrace the challenge ahead, and let your transition to a new MSP be a transformative step towards achieving your organisation’s aspirations