To determine who fits your company’s needs as a great managed services partner (also known as MSP), let’s first explore what ‘managed services’ means.  If you search on the definition, you will find several meanings, vendors and variety in the services they provide.  For the most part, managed services for enterprise-level technology are outsourced services bundled with monitoring and reporting.  If monitoring is not part of the service, that is an indicator you might not be working with a managed services organization.

Now that we have whittled down on what is a managed services partner, what makes a great one? The following are key areas to keep top of mind when you consider a managed services partner:

Reactive & Proactive Services

Reactive support is a main component of many support organizations.  Proactive support is characteristic of a great managed services partner.  In addition to taking care of your user and system needs when issues pop-up, organizations need to be able to perform system health checks, system reviews, impact analysis on service packs or hotfixes.  Additionally, make sure they provide training and business process optimization sessions.   At HSO, we provide a Microsoft-centered custom fit solution for reactive, proactive and monitoring solutions.

Availability

What are the availability to access services?  For reactive support, is your support organization available when you need it?  Many Dynamics partners only provide support during standard office hours.  A great organization provides services when your system needs it, regardless of the time of day or night.  At HSO, we have a 24/7 service desk and specific escalation timelines to ensure the incident is assigned to the correct subject matter expert (SME) to resolve an issue quickly.

Resources

With a customized ERP solution, it is difficult for a technician from a typical managed services partner to have an in-depth understanding and know everything in every module. Often, a managed services partner has a call center with support technicians, who end up spending a significant amount of time to find their right people in their organization to get the right resources to address an issue. Technicians having to spend time researching the right resources is not the most efficient way to serve you, the customer.

A great partner will have a dedicated SME, able to help resolve an issue quickly. Having an SME on the managed service team provides an efficient and timely resolution during normal working hours.  At HSO, we have more than 100 resources world-wide dedicated to providing quality services to our customers.

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Read related: 3 Ways to Tell if Your Microsoft Dynamics Support Plan is Measuring Up

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Security

In today’s news, it doesn’t take long to find an article where some organization had a data breach and exposed critical private data to the dark web.  A great partner is going to take proactive measures to ensure its practice, policies and people take security seriously.  HSO has taken on the rigorous efforts to become ISO security compliant, taking steps to protect our customer’s data.

Communication

At the root of projects gone wrong and missed expectations, is poor communication.  Great partners will have policies, procedures and a playbook on engagements.  Within these directives are communication plans and procedures.  At HSO, we take communication seriously, transparency is important and we don’t want our customers guessing on the status of their project or incidents.

HSO understands true managed services in the Dynamics community.  HSO distinguishes itself from other provider through server and application monitoring services, through dedicated subject matter experts on the team, through ISO security certification and through proven procedures and policies to provide the highest standard in communication and service.

For more information, please contact us. To read more about the benefits of working with HSO global managed services, download our factsheet.