Do you need IT support? Understanding the Role of a Managed Service Provider

In today’s fast-paced digital landscape, businesses increasingly rely on technology to streamline their operations and drive growth. Managing and maintaining a complex IT infrastructure can be a painful, expensive task filled with errors, missteps, and unending Googlesearchery. This is especially true for small—to medium-sized businesses that may not have the resources or expertise in-house.

This is where a Managed Service Provider (MSP) comes in.

An MSP is a third-party organization that manages and maintains a company’s IT systems and infrastructure. And MSP is your IT support. Good MSPs act as an extension of the business, providing various services to support your business. At the most basic level, MSP services include network monitoring, data backup and recovery, cybersecurity, and IT support. However, MSP services go beyond these basics: they can help you implement technology to improve your business by giving you a technological edge.

By partnering with an MSP, your business can benefit from access to the latest technologies and industry best practices without the expense of hiring and training in-house IT staff. Your MSP will also work proactively, monitoring your environment to keep your infrastructure running and protect you from hackers trying to break in. This will allow you to focus on your core activities and free you from the endless drudgery of maintaining IT systems.

In this guide, we will explore the role of a Managed Service Provider, how they help businesses stay ahead, and what they can do for you.

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Diverse Office: Portrait of Talented IT Programmer Working on Desktop Computer in Managed Service Provider

What is a managed service provider?

A managed service provider is a third-party organization that assumes the responsibility for:

  • Proactively managing and maintaining a company’s IT systems and infrastructure and
  • Aligning that infrastructure with the company’s needs over time.

Infrastructure management includes many services, including network monitoring, data backup and recovery, cybersecurity, and IT support. MSPs are proactive, so they solve problems often before they arise.

A good MSP is almost not there. I know of one situation where an MSP proudly showed a client that there were no issues in the first quarter. The client immediately asked what they were paying for and why they had an MSP if there weren’t any problems. However, the point is that they didn’t have problems because the MSP proactively managed the infrastructure and addressed issues well before they affected the client.

The second role of the Managed Service Provider is to align infrastructure to your needs. A good MSP will work to understand your business, your objectives, and your needs. They will identify opportunities to use technology to improve your business. This can range from better communication technologies to remote working support, access control, and even monitoring of electricity use and IoT devices.

A good MSP will tailor its services to meet each business’s needs, providing solutions that align with its objectives and goals.

It’s worth noting here that this is the differentiation between a Managed Service Provider and a Break-fix Company. Break-fix fixes things when they break; managed service keeps things from breaking and keeps your IT aligned with your needs.

Benefits of using a managed service provider

Partnering with a managed service provider offers several benefits to businesses of all sizes. One key advantage is the cost savings that come with outsourcing IT management.

Hiring and training an in-house IT team can be expensive, especially for small businesses with limited budgets. By working with an MSP, companies can access a team of experts at a fraction of the cost of maintaining an in-house team.

Managed service providers provide proactive monitoring and support, ensuring issues are identified and resolved before they impact operations. This proactive approach minimizes downtime and helps businesses maintain high levels of productivity.

To accomplish this proactivity, an MSP will install monitoring software on your network that allows them to track activity at the most detailed level continuously. (Sure, they’ll manage your document storage, but they’ll also look at how bits and bytes flow through your network and keep track of who is trying to get in.) This monitoring allows MSPs to respond quickly to any IT emergencies, reducing the risk of prolonged system outages.

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Corporate Business Presentation In Office On TV

Another benefit of using a managed service provider is its scalability and flexibility.

As businesses grow and IT needs evolve, MSPs can easily scale their services to accommodate changing requirements. This ensures you have the IT infrastructure to support your growth and get the best return from your IT investments.

IT infrastructure is expensive; an MSP ensures that you buy the right equipment and use it correctly.

By leveraging an MSP’s expertise and resources, you can access the right technologies and industry best practices and maximize your IT investments.

Related: learn more about how managed service providers make money.

Common services provided by managed service providers

Some of the most common services provided by MSPs include:

  • Network monitoring: MSPs monitor businesses’ network infrastructure to identify and address any issues that may arise. This includes monitoring network performance, identifying bottlenecks, and optimizing network resources for maximum efficiency.
  • Data backup and recovery: MSPs ensure businesses have good data backup and recovery systems. This includes regular backups of critical data and the ability to restore data quickly during a disaster or system failure.
  • Cybersecurity: MSPs play a crucial role in protecting businesses from security breaches. They implement a variety of ever-changing security measures, including firewalls, antivirus software, and intrusion detection systems, to safeguard sensitive data and prevent unauthorized access. They’ll even run “penetration” tests to break their security.
  • IT support: MSPs provide ongoing IT support to businesses, quickly addressing technical issues. This includes troubleshooting hardware and software problems, setting up new devices, and providing remote assistance to employees.
  • Line of Business Integration: In addition to the basics above, a good MSP will understand your line of business software and connect it to your other tools (where possible) to make your work more efficient.
  • Cloud services: The cloud means that your files are stored off-site on computers located in data centers. This offers significant advantages to owning the hardware yourself, and most MSPs offer cloud services. This provides businesses with increased flexibility, scalability, and cost savings.

Key considerations when choosing a managed service provider

When selecting a managed service provider, you should consider several key factors to ensure they find the right partner. Some of the key considerations include:

  • Technical expertise and experience: You hire an MSP to run your IT infrastructure, so they must have knowledge and experience in managing IT systems and infrastructure similar to your business. They should have a track record of delivering high-quality services and a good understanding of technical best practices.
  • Industry expertise: An MSP should understand your industry, business, and needs. They should go well beyond hooking up a network and installing office software. They should help implement best practices proactively in your industry. They can only do this if they are experts in your business area.
  • Understanding of your Line of Business software: The MSP you hire should understand the industry-specific software you use. Examples of Line of Business software include Thompson Reuters for accountants and AutoCAD for Architects.
  • Security focus: Cybersecurity is a top concern for businesses (if it isn’t one of your top concerns, it should be.) So, it’s crucial to choose an MSP that prioritizes security. They should have robust security measures to protect your data and systems from potential threats.
  • Scalability and flexibility: Your IT needs will change as your business grows. It is essential to choose an MSP that can scale its services to accommodate your evolving requirements and be flexible enough to adapt to any changes in your business environment.
  • Communication and support: Effective communication and responsive support are essential when working with an MSP. They should have clear communication channels and provide timely updates and support when needed. They should also proactively communicate with you, conducting regular business reviews, updating you on their work, and informing you of significant technical developments.

You want to avoid Agnostic MSPs, and hire one that is more focused on understanding your specific business needs.

These factors will help you find a managed service provider that aligns with your needs and goals, ensuring a seamless and productive partnership.

The role of a managed service provider in IT infrastructure management

Managed service providers are crucial in managing and maintaining businesses’ IT infrastructure. They handle various aspects of IT infrastructure management, including hardware and software installation, configuration, and maintenance.

This relieves businesses of the burden of managing complex IT systems, allowing them to focus on their core activities.

MSPs ensure businesses have the necessary hardware and software to support their operations. They handle the procurement and installation of new equipment and ensure it is properly configured and integrated into the existing infrastructure. This ensures you have the necessary tools and resources to operate efficiently and effectively.

Additionally, MSPs provide ongoing monitoring and maintenance of IT systems.

They proactively monitor network performance, identify potential issues, and address them before they impact operations. This proactive approach reduces downtime and helps businesses maintain high levels of productivity.

MSPs also play a vital role in system updates and patch management. Software constantly requires patching, and MSPs ensure that software and systems are regularly updated with the latest security patches and updates. This protects you against emerging threats and vulnerabilities, reducing the risk of security breaches.

Overall, the role of a managed service provider in IT infrastructure management is to ensure that businesses have a stable, secure, and efficient IT environment. By handling the technical aspects of IT management, MSPs allow businesses to focus on their core activities and drive growth.

How a managed service provider enhances cybersecurity

Cybersecurity is a top concern for businesses today (or at least it should be).

Cyber attacks are increasingly sophisticated and significantly threaten sensitive data and business operations. This is true even for small businesses. Often, managers and owners believe that they are too small for anyone to notice them or care to infiltrate their network. But cybercriminals often go after small companies because they are softer targets.

Managed service providers are crucial in enhancing cybersecurity and protecting businesses from potential breaches.

MSPs implement security measures to safeguard sensitive data and prevent unauthorized access. These measures include deploying firewalls, antivirus software, and intrusion detection systems to monitor and protect network traffic.

They also implement secure authentication processes, such as multi-factor authentication, to ensure that only authorized individuals can access sensitive systems and data.

And since this multi-factor authentication will no longer be useful by the time I publish, they’ll help you implement whatever’s next!

In addition to these preventive measures, MSPs provide ongoing monitoring and threat detection services.

They continuously monitor network traffic and system logs to identify suspicious activities or potential security breaches. Early detection allows MSPs to take immediate action to mitigate the impact of an attack and prevent further damage.

MSPs also play a crucial role in data backup and recovery. They implement backup systems to protect against data loss in case of a security breach or system failure. Regular backups and offsite data storage provide an additional layer of protection, allowing you to quickly restore critical data and resume operations when (and it’s always a when) disaster strikes.

Partnering with an MSP gives you access to expertise and resources dedicated to cybersecurity. MSPs stay current with the latest security trends and technologies, ensuring you have the best protection against emerging threats. (So that you don’t have to!) This proactive approach to cybersecurity helps companies to minimize the risk of data breaches and reputational damage.

(No MSP can 100% protect you, but they can minimize your risk.)

Cost savings and efficiency gains with a managed service provider

One of the significant advantages of using a managed service provider is the cost savings and efficiency gains they provide. By outsourcing IT management to an MSP, you access a team of experts at a fraction of the cost of maintaining an in-house team.

Hiring and training an in-house IT team is painfully expensive. In addition to salaries, you’ll invest in continuous training and development to ensure your team stays up-to-date with the latest technologies and industry best practices.

Proper infrastructure management requires a team. Hiring an MSP puts the training, hiring, and development burden where it should be: with a team of technical experts dedicated to keeping you up and running.

Managed service providers keep you up-to-date with the latest useful (useful because you might not need the newest gizmo) technologies and industry best practices. This will keep you competitive.

Additionally, MSPs offer proactive monitoring and support, minimizing downtime and maximizing productivity. They detect and address issues before they impact operations, ensuring businesses can operate smoothly and efficiently. This reduces the risk of revenue loss and helps businesses maintain high levels of customer satisfaction.

Partnering with a managed service provider will allow you to benefit from cost savings and efficiency gains and give you access to the latest technologies. This enables businesses to focus on their core activities and drive growth without worrying about the complexities of IT management.

Case studies of successful implementation of managed service providers.

Future trends in the managed service provider industry

The managed service provider industry constantly evolves, driven by technological advancements and changing business needs. Several key trends are shaping the future of the industry:

Artificial Intelligence (AI) and automation: AI and automation are revolutionizing the managed service provider industry. AI-powered tools can analyze vast amounts of data and identify patterns, allowing MSPs to address potential issues and optimize system performance proactively. Automation streamlines routine tasks, freeing up MSP resources to focus on more strategic activities.

Internet of Things (IoT) management: MSPs increasingly offer IoT management services as the IoT grows. They help businesses deploy, monitor, and secure IoT devices, ensuring they operate seamlessly and securely. MSPs play a vital role in managing the complex infrastructure required for IoT, including connectivity, data storage, and security.

Managed security services: With the increasing threat of cyber attacks, managed security services are becoming a critical offering for MSPs. They provide comprehensive security solutions, including threat detection, incident response, and vulnerability management. MSPs also leverage advanced technologies like machine learning and behavioral analytics to enhance their security capabilities.

Cloud-based solutions: Cloud computing continues to gain popularity, and MSPs are at the forefront of providing cloud-based solutions. They offer a range of services, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). MSPs help businesses migrate to the cloud, manage their cloud-based infrastructure, and optimize cloud costs.

Managed data analytics: Data analytics is a powerful tool for businesses, and MSPs are increasingly offering managed data analytics services. They help businesses collect, analyze, and derive insights from their data, enabling data-driven decision-making. MSPs leverage advanced analytics tools and techniques to extract valuable insights from large datasets.

These trends highlight the evolving role of managed service providers in the digital landscape. MSPs continually adapt to businesses’ changing needs, leveraging technology to deliver innovative solutions and drive business growth. Their focus gives you the technical edge.


The complexity of IT systems, the growing threat of cyber attacks, and the need for scalability and flexibility require businesses to seek external expertise and support. You can’t do it on your own and do it well.

Only the largest organizations could afford IT departments in the early days of IT.

Today, managed service providers are your IT department. They provide services that allow you to focus on your core activities and support your key objectives. By outsourcing IT management to an MSP, businesses can benefit from cost savings, efficiency gains, access to the latest technologies, and enhanced cybersecurity.

When choosing a managed service provider, businesses should consider various factors, including expertise, service level agreements, security measures, scalability, flexibility, and communication. By finding the right partner, businesses can unlock the full potential of outsourcing their IT needs and gain a competitive edge in the digital landscape.

As the managed service provider industry evolves, future trends such as AI and automation, IoT management, managed security services, cloud-based solutions, and managed data analytics will shape the industry’s landscape. MSPs will continue to play a crucial role in helping businesses manage their IT needs.

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