CloudSecureTech notes that there are over 40,000 MSPs in the US alone. That means that the real challenge isn’t finding a managed IT service provider (MSP), but ensuring your chosen provider aligns with your unique business needs and risk profile. This is precisely why you need to set your managed services selection criteria before you start your search.
“By anchoring your managed services criteria in value, risk, and culture, you lay the groundwork for a partnership that truly supports your business goals. Reflect on how each vendor measures up, and don’t settle for less than a partner who elevates your organization.”
– Jeremy Williams, CEO of Norterra Technical Group
It’s essential to weigh more than just technical skills or price. You’re seeking a partner who will become an extension of your business, someone who understands your objectives and delivers value over the long term. Choosing an MSP is almost like choosing a new employee in this way.
If you’re not sure where to start, you can start by reading the rest of this guide. We will explore how you can zero in on your MSP qualifying questions. Our exploration will examine both what every business must consider and what you must think about to determine what your organization’s specific criteria should be.
How to Determine Your Managed Services Vendor Selection Criteria
1. Set Your Business Objectives
Identify what your organization wants to achieve over the next few years. List your operational goals, growth plans, and technology gaps. This gives you a clear baseline that shapes the standards you set for any MSP you evaluate.
2. Map Out Key Technology Priorities
List the systems, applications, and infrastructure components that matter most to your daily operations. Use this list to outline the technical competencies that your provider must be able to support. For example, do you need Windows or Mac support? Do you need cloud support? If so, consider these factors in your selection criteria.
3. Assess Your Internal Capabilities
Review the skills and capacity of your in-house staff. Document what your team handles well and where outside help would bring the most value. This makes it easier to define the scope of support you need from a provider.
4. Identify Risk Tolerance
Outline the level of risk your organization is willing to accept and the relevant regulations applicable to your industry. This creates a framework for the security controls and reporting requirements you expect from an MSP.
5. Outline Expectations
Write down qualities that shape a productive working relationship. Consider communication style, problem-solving approach, transparency, and collaboration. These points help you evaluate cultural alignment with each vendor.
6. Decide How You Will Measure Value
Set clear indicators that show whether a provider supports your goals. These can include uptime trends, ticket patterns, project delivery rates, or workflow improvements. This helps you compare vendors using consistent standards.
7. Establish Your Review & Decision Process
Create a simple process for gathering information, reviewing proposals, and scoring vendors. This provides a structured approach to comparing providers and maintaining consistency with your criteria. Also, be mindful that your criteria is a “wishlist.” You may find a vendor who checks all of your boxes, or you may not. For this reason, determine what is a “must-have” vs. a “nice-to-have.”
Try using this matrix to figure that out.
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How to Create a Managed IT Services Checklist Based on Your Criteria
Convert Each Criterion Into a Clear Checklist Item
Translate every standard you set into a direct line item that your team can check off. This helps move your criteria from broad ideas into practical steps. It also creates a shared reference point for everyone who reviews vendors.
Research backs the value of this step up. When a procurement team scored suppliers using a structured set of criteria, those criteria explained 57.1% of the results the procurement process produced. This means the way suppliers were evaluated had a major effect on the overall success of procurement.
Group Checklist Items Into Logical Categories
Sort your items into sections like service delivery, communication, or financial structure. This allows reviewers to move through the checklist in an orderly way. It also reduces confusion when multiple teams participate in the review.
Include Evidence Requirements For Each Item
Add a short note that explains what proof the vendor should provide for each checkpoint. This may include reports, project samples, or documentation. It keeps your process consistent when comparing vendors.
Add Space For Notes & Follow-Up Questions
Leave room under each item for written comments from reviewers. This helps capture details that do not fit neatly into a rating box. It also gives decision makers extra context when finalizing the review.
Plus, 85% of employees said their organizations had seen a large increase in organizational change in a short period of time. So, it’s good to account for instances where your needs change mid-search.
Mark Items That Require Cross-Department Input
Identify which checklist points need feedback from groups like finance, compliance, or operations. This prevents your procurement team from making decisions without the right context. It also supports smoother communication during the evaluation.
Create a Section For Service Delivery Scenarios
Add scenario-based questions that reflect common situations in your organization. These scenarios test how well a vendor applies their process in real conditions. They also help your team see how closely the vendor matches your operational style.
Include a Final Alignment Review
Create a short list that confirms the vendor meets your expectations for culture, communication, and long-term direction. This acts as the final filter before your team submits recommendations. It also helps confirm that nothing important was missed during earlier steps.
Managed Services Qualifying Questions That Every Business Should Consider
Alongside your selected criteria, certain aspects should be non-negotiable for any organization. So, make sure that these are also on your managed IT checklist.
| Question | Why It Matters | What to Look For |
|---|---|---|
| How does the MSP handle daily support requests? | You need clarity on how issues move from intake to resolution. This helps your team understand how the provider communicates. | A defined process, clear handoff steps, and documented response expectations. |
| What tools and platforms does the MSP use to manage client environments? | Tools show how the provider organizes work and maintains consistency. This helps you assess transparency and reliability. | A list of platforms with explanations of how they support service delivery. |
| How does the MSP document your environment? | Documentation affects continuity, accuracy, and long-term stability. Strong documentation helps reduce risk during changes. | A standard format for diagrams, inventories, and configuration notes. |
| What is included in the base service agreement? | You need a clear understanding of what you pay for before reviewing add-ons. This prevents gaps between expectations and actual services. | An itemized list of covered services with simple descriptions. |
| How does the MSP communicate during priority issues? | Communication affects how well your teams coordinate during incidents. Clear channels support smoother workflows. | Defined lines of contact and clear updates during issues. |
| How does the MSP handle onboarding? | Onboarding sets the tone for the partnership. A structured approach reduces confusion and downtime. | A step-by-step process with timelines and assigned responsibilities. |
| What security controls are built into their standard service? | Core controls support safe use of technology. You need to know what protections come by default. | Clear mention of monitoring, access controls, and basic change management practices. |
| How does the MSP track and report on service performance? | Reporting helps you understand trends and make informed decisions. Reliable reporting also improves accountability. | Regular summaries with ticket data, project updates, and environment notes. |
| How does the MSP approach long-term planning? | Planning keeps your technology aligned with your goals. This helps you avoid reactive decision-making. | A structured method for reviews, recommendations, and future planning. |
| How does the MSP support changes in your environment? | Change management affects stability and reduces risk. Clear steps support predictable outcomes. | A defined workflow for reviewing, approving, and completing changes. |
Once you’ve created a shortlist of MSPs, your next steps are to reach out to each one to book your discovery calls. However, the questions you ask upon initial contact vs. during the call itself will differ. Here are some examples of each, what to look for in their answers, and why you should ask them at that stage.
Questions to Ask an MSP in Your Initial Contact
What services are included in your standard offering?
This question helps you understand what you would receive before you move into detailed conversations. It clears up what is part of their core package and what sits outside of it. Their answer helps you decide whether the MSP meets your baseline expectations.
How soon can you schedule a discovery call?
Other than the obvious goal of deciding when your discovery call should be, this question helps you measure their availability and communication habits. It shows how they handle new client interest. Their timeline gives you early insight into their internal organization.
Who will participate in the discovery call?
Asking this will help you prepare for whom you are going to talk to. It also helps you understand the roles involved in the next stage of the process. It shows whether you will speak with technical staff, account managers, or a mix of both.
Can you share an overview of your onboarding process?
This question gives you a surface-level view of how they bring in new clients. It confirms whether they follow a structured approach. Their outline helps you decide if their process fits your expectations for a smooth transition.
| Get More Insights on Why You Should Look For an MSP |
Key Questions to Ask During MSP Discovery Calls
How do you manage and track IT support requests?
This question helps you understand how tickets move through their system. It shows how they record issues, prioritize work, and communicate with clients. Their explanation reveals how well their process fits your daily operations.
How do you handle changes?
This question helps you understand how they control updates, upgrades, and configuration adjustments. It shows whether they use a predictable method to reduce risk. Their answer gives you insight into how well they protect continuity during changes.
How do you approach long-term planning?
Ask this to determine how they support growth and future projects. It shows whether they schedule regular reviews, present recommendations, or offer structured planning. Their response helps you judge how well they support long-term direction.
What information do you need from us to support a productive partnership?
Few MSPs will say “nothing” as their answer. If they do, that’s not a good sign. Their answer shows how much effort they make to learn your environment before making recommendations. If they tell you they need nothing, that may signify that they provide blanket recommendations that aren’t tailored to your IT needs.
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Find Out If Norterra Fits Your Managed Services Selection Criteria
If you’re looking for a proactive IT partner in Minnesota, you can turn to Norterra Technical Group. Our team has extensive experience working with organizations across industries. We understand that no two businesses are alike, so we will always take the time to get to know your needs in detail.
Reach out to us today for your consultation!
