Transitioning from one IT-managed services provider (MSP) to another can be daunting for any company. It involves transferring data, systems, processes, and relationships to a new partner with different standards, expectations, and capabilities. However, an MSP transition can be smooth and successful with careful planning and preparation. Here are 15 things a company should keep in mind when switching MSPs.
1. Define the scope and objectives of the MSP transition.
What are the reasons for changing MSPs? What are the expected outcomes and benefits? What are the risks and challenges? How will the provider transition be measured and evaluated?
2. Communicate the transition plan to all stakeholders.
This includes internal staff, customers, vendors, and the current and new MSPs. Explain the rationale, timeline, roles and responsibilities, and expectations for the IT provider transition. Solicit feedback and address any concerns or questions.
3. Review the current contract and service level agreement (SLA) with the existing MSP.
Identify any termination clauses, penalties, or obligations that may apply. Negotiate a mutually agreeable exit strategy that minimizes disruption and ensures continuity of service.
4. Review the proposed contract and SLA with the new MSP.
Ensure the contract aligns with the company’s needs, goals, and budget. Clarify any terms, conditions, or deliverables that are unclear or ambiguous. Negotiate any changes or modifications that are necessary or desirable.
5. Conduct a thorough inventory of the company’s IT assets, systems, and processes.
This includes hardware, software, licenses, data, backups, security policies, compliance requirements, documentation, and best practices. Share this information with both MSPs to facilitate the transfer and integration.
6. Establish a clear governance structure and escalation process for the MSP transition.
Assign a project manager or a transition team to oversee and coordinate the transition activities. Define the roles and responsibilities of each party involved in the MSP transition. Establish a communication protocol and a reporting mechanism for tracking progress and resolving issues.
7. Develop a detailed transition plan and schedule.
Outline the steps, tasks, milestones, dependencies, and resources required for the IT provider transition. Define the roles and responsibilities of each party involved in the provider transition. Assign deadlines and priorities for each task. Monitor and update the plan as needed.
8. Perform a gap analysis between the current and new MSPs.
Identify any differences or discrepancies in service levels, capabilities, standards, or methodologies that may affect the provider transition or the ongoing relationship. Develop a mitigation plan to address any gaps or risks.
9. Test the compatibility and interoperability of the company’s IT systems and processes with the new MSP’s infrastructure and tools.
Identify any technical issues or challenges that may arise during or after the transition. Resolve any bugs or glitches before proceeding with the MSP transition.
10. Back up all data and systems before initiating the MSP transition.
Ensure a contingency plan exists in case of data loss, corruption, or breach during or after the MSP transition. Verify that all backups are complete, accurate, and secure.
11. Implement the MSP transition according to the plan and schedule.
Follow the agreed-upon procedures and protocols for transferring data, systems, processes, and relationships from the current to the new MSP. Document every step and action taken during the IT provider transition.
12. Validate the quality and functionality of the services provided by the new MSP.
Perform quality assurance checks and tests to ensure that everything works as expected and meets the company’s standards and expectations. Report any errors or defects to the new MSP for correction.
13. Train staff on how to use and manage the services provided by the new MSP.
Provide adequate support and guidance to help staff adapt to the new environment and processes. Address any questions or concerns that staff may have about the new MSP.
14. Evaluate the performance and satisfaction of both MSPs during and after the transition.
Collect feedback from staff, customers, vendors, and other stakeholders on their experience with both MSPs. Compare the results with the predefined criteria and metrics for measuring success.
15. Terminate the contract and relationship with the existing MSP once the MSP transition is complete and verified.
Ensure that all outstanding issues are resolved and all obligations are fulfilled before ending the partnership.
Contact Virtuas to learn how to achieve a smooth and successful MSP transition with high value and low risk.
