- Monitor Device Performance: Track customer devices including cellular and Wi-Fi data usage, device status, and location.
- Remote Control and Access: Remote control and view device screens for troubleshooting.
- App Management: Remotely force the installation and updating of applications.
- Managed Google Play Store: Customize your company app store and restrict access.
- Device Group Management: Organize devices into groups for bulk or individual management.
Managed Services Provider Best Practices With Examples
Technology is the backbone of most organizations. Larger corporations usually have their own in-house IT teams to manage every aspect of the company’s systems. Smaller businesses don’t have that luxury, so they need to outsource this work to managed service providers (MSPs).
MSPs manage every aspect of a firm’s tech infrastructure, including hardware and software. They manage network management, cybersecurity, data backup, and recovery and proactively monitor and maintain IT systems to ensure optimal performance and security. This is all done remotely and usually under some form of subscription.
The best MSPs stay current with technology, including compliance and security requirements, and use the highest-level tools. They also follow a series of best practices to ensure they’re at the top of their game.
Here are some of the best managed services provider best practices.
1Best Practices for Security and Compliance Management
Data Backup and Recovery
Nobody is immune to data loss, not even if it’s stored on the Google Cloud. A perfect example of this is the incident with the Australian company Unisuper. Somehow, Google managed to delete all of Unisuper's cloud data, meaning that no customers could access their super information for a week. Thankfully, Unisuper had a backup account with another cloud provider and was able to reinstate the data.
This incident proves that having one backup isn’t enough. Ideally, every organization should adopt the 3-2-1 backup rule, which means having at least three copies of their data stored on two different media types, with one copy stored offsite.
An MSP best practice is to ensure they manage these backups efficiently; one way to do this is to implement regular backups using third-party solutions like Veeam or Datto.
Authentication and Access Control
Cybercriminals usually access an organization’s systems through one of its users' accounts. Today, having only a single password to access sensitive data is not enough.
MSPs need to install multi-factor authentication (MFA) across all client accounts. These need to be a mix of options. Authenticator apps, security questions, SMS, or email codes are all ways to make this system usable and secure.
Access control needs to be determined by an MSP’s client. Only high-level executives should have access to all systems, which need to be managed efficiently. Anyone attempting to access something they shouldn’t should alert the MSP in real time.
Data Protection and Regulatory Compliance
Data protection for themselves and their clients must be at the forefront of every team member's mind. One of the primary reasons MSPs are employed is to ensure the security of their clients' data. Robust encryption methods, regular security audits, and continuous monitoring will assist. We recommend implementing software tools such as security information and event management (SIEM) systems.
Regulations exist for data protection, and these can be complicated. While IT staff at an MSP may be the best at protecting data, they may not understand all the legalities. One of the ways MSPs can be better at this is by partnering with or employing a professional legal person or team. Combining the best in IT with the best in law ensures that regulatory compliance and data protection regulations are met.
2Best Practices for Infrastructure and Technology Management
Network and Device Management
Managing an organization’s network is a role designated to MSPs. A network can include in-house and remote hardware, and all of this needs to be appropriately configured. Group Policy Objects (GPO) must be utilized to ensure efficient management and enforcement of security policies. An initial task an MSP needs to conduct is to create a logical OU structure to organize users and computers effectively.
Device management is a significant component of an MSP’s client duties. With numerous endpoints in play, it’s vital that MSPs have the best device management platforms. Devices need to be managed from one central dashboard, which should provide real-time alerts and on-time reporting.
Software and Application Management
Companies use a wide range of software to perform tasks. This software must always be kept up to date to eliminate data leaks. MSPs are responsible for managing all of the software. By using patch management tools, for example, they can be automatically notified when software patches are available and manage the deployment across the entire organization. An often overlooked software management task is regularly reviewing compliance with software licensing agreements. Using software outside these agreements can result in legal issues. MSPs who manage this effectively stand out in the marketplace.
The other way that cyber criminals access organizations' servers is via third-party applications. App management is a crucial role that MSPs need to handle correctly. MSPs can do this by restricting access to Google Play and Apple Store; the ideal way to do this is by using mobile device management (MDM) software to create an in-house Play store that only provides the company’s approved apps. Restricting app permissions and limiting the data the app owners can access strengthens security.
3Best Practice for Operational Efficiency and Client Relations
Process Optimization and Automation
Information technology is a fluid industry, and there’s always a lot of staff movement. To get new employees up and running, MSPs need to create automation scripts that are available during the onboarding process.
To reduce manual errors by old and new staff, as many processes as possible need to be automated. This applies specifically to routine tasks that don’t need manual intervention. Automating this creates efficiency and a lower chance of mistakes.
An MSP best practice is to take advantage of any reporting tools available to gather data on service performance, ticket resolution times, and resource utilization. That way they can identify any areas that can be optimized and automated.
Documentation and Training
IT people come up with new solutions all the time. In their busy days, they often forget to document or discuss these solutions with other team members or managers. This can lead to the problem arising again, but to another team member who doesn’t realize there’s already a solution.
Clear, concise documentation in a shared resource that everyone at the MSP can access will allow for passing knowledge. Regular training sessions, where members share something new they’ve learned or discovered, can be an excellent team-building exercise and educational tool.
Client Communication and Service Delivery
While exceptional at what they do, IT people often forget the human aspect of their roles. MSPs must ensure all staff are trained on client communication and service delivery. Frequently, the client just wants to be kept in the loop; when an IT consultant claims they’ll fix the problem without explaining what the issue is, the client feels left out.
Service delivery from MSPs can be improved by creating better communication channels, such as client portals for real-time support. Establishing a comprehensive FAQs or solutions database that the client can access 247 will assist with MSP/client relations.
Streamline IT service to increase customer satisfaction and efficiency
Next Step
Competition for MSPs will be fierce in the future and those that get employed will be the ones who maintain the best practices. Security and compliance management, infrastructure and technology management, operational efficiency, and client relations are the primary areas that MSPs must focus on to remain competitive.
Ensure robust security and streamline endpoint device management for your customers by establishing policies, tracking activities, and obtaining real-time alerts.
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