How to Evaluate IT Service Providers

Managed IT services are the future—but they're not all created equal. Too many SMBs are failing to get the most out of their managed IT services because their providers aren't meeting their specific needs. Here's why: Customization is Key A one-size-fits-all solution doesn't work for SMBs. Too many providers treat them like smaller versions of big enterprises, ignoring unique operational needs. 👉 What to look for: Choose MSPs who tailor their services to your specific business model. Customization is essential to driving results. Communication Breakdowns When communication falters, delays and frustration follow. Yet so many MSPs fail at transparency and regular updates, leaving businesses in the dark. 👉 What to look for: Opt for MSPs who prioritize clear, consistent communication, with set channels for feedback and updates. The Critical Expertise Gap Most MSPs offer basic support, but lack deep cybersecurity expertise—leaving businesses vulnerable to ransomware and business email compromise. Without proper cyber risk management aligned to business goals, SMBs face potentially devastating consequences. 👉 What to look for: Partner with MSPs who understand cyber risks, can align security strategies with your business objectives, and have a proven track record in preventing and managing cyber threats. Growth Matters Your IT partner shouldn't just solve today's problems. They need to be equipped for your growth, with scalable solutions that evolve as your business expands. 👉 What to look for: Find an MSP who demonstrates flexibility and understands your growth strategy. The right managed IT services partner doesn't just manage your technology—they protect your business's future. Look for one who truly understands cyber risks and can help safeguard your business against today's evolving threats. 🔒

How do I recommend you evaluate a potential technology provider? Over the years, I've focused on six key dimensions when completing my due diligence of any tech provider: 1. Requirements vs. Vendor Capabilities - I typically recommend a customized RFP based on customer / user requirements, followed by some limited scope POC. If the vendor is unwilling to support a POC, then I recommend disqualifying them. - Engagement with end users during RFP process is critical, which includes involving them in some form of vendor scoring exercise. - Ensure you also engage all the necessary IT stakeholders from an architecture and security perspective as engaging them too late could throw a big wrench into your process. - Criticality of this dimension: 30% of total vendor score 2. Business Value and Pricing/License Options - Will the vendor help you build a business case to justify a spend? If not, this is a huge red flag. - Ensure your financial evaluation method aligns to your CFO's preferred method (TCO vs. ROI vs. NPV vs. IRR, etc.) - License restrictions, exit options, pricing levers - Is the vendor pricing roughly aligned to how others price? - Does the pricing / licensing model support flexibility for future growth? - Criticality of this dimension: 25% of total vendor score 3. Roadmap & Strategic Alignment - Does the vendor have a well-articulated roadmap, and does it align to how you see your requirements evolving in the future? - Does the vendor roadmap align to where you see the market heading? - Does the vendor solution, and their roadmap align to your long-term data and IT strategies? - Criticality of this dimension: 10% of total vendor score 4. Market Feedback - customer testimonials and references - analyst reviews - peer insights, reviews, social media - Criticality of this dimension: 15% of total vendor score 5. Ongoing Support - what is the vendor support model? - do you have an assigned customer success manager? - how dedicated is the vendor to your success? - Criticality of this dimension: 10% of total vendor score 5. The overall vendor 'vibe' - difficult to quantify and beware of biases, but also listen to your gut - does your experience with the vendor feel like a partnership, or a transaction? - how important is your success to the vendor? - Criticality of this dimension: 10% of total vendor score What have I missed? What else would you add? #cdo #chiefdataofficer #rfp

Third-party vendor due diligence isn't easy. So here is check for assessing vendors before entering into a contract: 1. Vendor Overview: Company Overview: Get the company’s name, address, contact details, website etc. References: Get customer introductions / references 2. Overall Compliance and Regulatory Regulatory Compliance: Ensure the vendor complies with relevant industry regulations and standards. Sanctions & Watchlists: Screen the vendor against global sanctions lists and watchlists. 3. Operational Capacity Service Level Agreements (SLAs): Get the vendor’s SLAs for service availability, response times etc. Tech stack: Know the vendor’s tech stack. Supply Chain & Sub processors: See below to check for dependencies. 4. Data Protection and Security DPA: Get the DPA to check the vendor's data processing activities Sub processors: Who are they using as sub processors and what are the data transfers? Security Measures: Does the vendor have security certificates, is data encrypted, what are the access controls etc. Get the audit certificates. Get a copy of the vendor's incident plan. Security Policies: Assess the vendor’s information security policies and practices. Business Continuity & Disaster Recovery Plans: Review the vendor’s contingency plans. 5. Risk Management Risk Assessment: Conduct a risk assessment specific to services you'll be using. 6. ESG & CSR & Code of Conduct Corporate Social Responsibility (CSR): Review the vendor’s CSR policies. Environmental Impact: Evaluate the vendor’s environmental practices and sustainability initiatives. Labor Practices: Check labor practices, incl. compliance with labor laws and ethical treatment of employees. Code of Conduct: Get a copy of the vendor's code of conduct. Make sure it aligns with your organization’s values. 7. Legal and Contract Contract Review: Do the contact review. Normally everyone is doing that - of course provided that the business remembers to include Legal in the process:) 8. Implementation & Exit Implementation: Get the vendor to send an implementation plan. They should know & be able to share one. It will ensure alignment. Exit: All contracts will come to an end at one point. Make sure you have a clear view and process for Data Return/Trasnfer/Destruction upon termination. 9. Documentation and Records Documentation: Save the documentation and store it so you can find it again. You'll need it for many reasons. 10. Approval Process: Make sure that the vendor is reviewed and approved by the relevant stakeholders. I said it wasn't easy 😅 And the list isn't even complete. It's like a treasure hunt - - What did I forget?

Dear SMB Leaders, Here’s an uncomfortable truth: If your IT provider just “keeps things running,” they’re holding your business back—big time. Many leaders feel like IT is this unmeasurable expense. But as a business leader, you have a vision. You want tech that drives • Growth • Security • Efficiency Not just tech that “keeps the lights on.” But evaluating IT is tough. Especially when you don’t speak the language. So how can you tell if your provider is delivering? Here are some clear signals: 1️⃣ They Don’t Understand Your Vision • Tech should fit into your goals • Not the other way around. 2️⃣ They’re Always Fixing, Never Preventing • A great provider prevents issues • They don't just patch them 3️⃣ They Complicate Instead of Simplify • Tech should help you, not confuse you. • If it’s all jargon, they’re not being transparent. 4️⃣ There’s No Clear ROI • You need to see time or money savings • You can't just be paying for status quo. Here’s the Bottom Line: ↳ You deserve an IT partner who drives results. ↳ Not just one who keeps things afloat. The right partner will: → Future-proof your business → Simplify tech so you’re empowered, not overwhelmed → Deliver clear ROI through efficiency and innovation I’ve created a resource to help you. 20 Questions to Evaluate Your IT Providers Performance and Hold Them Accountable 👉 Comment “Clarity” below, and I’ll send you my free checklist. Let’s make sure your IT partner is truly a partner. Follow me for more on tech and leadership Shawn Freeman

The biggest reason companies overspend on I.T.? They ask the wrong questions and end up choosing the wrong provider. I was working with a prospect who was frustrated with their I.T. provider. Slow response times.  Systems going down.  Constant finger-pointing. So we had a long chat. They asked a ton of technical questions about hardware, uptime, servers, backups. I finally asked them, “Are you talking to other providers?” “Yes.” “Are you going to ask them the same questions you asked me?” “Of course.” “Then how will you know who to choose… if everyone gives you the same answers?” That’s the trap most companies fall into. They compare vendors on features instead of fit. They think I.T. is just: - Fix my computer. - Answer the phone fast. - Keep our systems running. But real I.T. should help you: - Improve your customer experience. - Reduce costs. - Deliver better outcomes for patients or clients. That’s how we help our clients here at Continuous Networks, LLC. We’re not trying to sell you more tech, we’re helping you achieve business goals. The reason companies overspend on I.T. isn’t because it’s expensive. It’s because they never align I.T. with their business goals. So I’m curious, when you evaluate providers, what’s one non-technical question you always ask?