How to Work Effectively with Your IT Service Provider (and Get the Best ROI from Your IT Spend)

For most SMBs, IT isn’t just a background function—it’s the foundation that supports daily operations, growth, security, and customer trust. That’s why partnering with a Managed Service Provider is no longer just about fixing what's broken—it's about building a long-term relationship that drives ROI and business resilience.

Still, even the best technology can fall short without strong collaboration between your team and your IT provider. This guide breaks down the best practices for working effectively with your MSP, so you can optimize service outcomes, reduce operational friction, and get the full value out of every dollar you spend on IT.

Align Goals Early On

Every great partnership starts with clarity. Before onboarding (or re-engaging) your IT provider, take the time to align on:

• Your business goals
• Pain points that need solving
• Expected outcomes (not just tasks, but results)

Your MSP should not only understand your current tech environment but also be invested in how technology can support your broader objectives—whether that's scaling operations, supporting remote work, or improving cybersecurity posture.

Communication Is the Foundation of ROI

Think of your MSP as a strategic partner—not just a vendor. Effective collaboration starts with open, consistent communication. That means:

• Assigning a point of contact on both sides
• Holding regular check-ins or IT IT business reviews (ITBRs)
• Discussing upcoming changes, growth plans, and potential risks proactively

Don’t wait until something breaks to talk. A well-informed MSP can proactively solve problems before they affect your business.

Use the Tools and Processes Provided

Most MSPs equip clients with remote monitoring tools, ticketing platforms, documentation portals, and cybersecurity dashboards. But too often, these resources are underused or misunderstood.

To get the most out of your IT investment:

• Encourage your team to use the ticketing system for all support needs
• Provide detailed context in tickets (screenshots, device info, error messages)
• Use available documentation and onboarding resources
• Ask for walkthroughs of any platforms you’re unsure about

See Your MSP as a Technology Advisor

A great MSP isn’t just solving problems—they’re helping you avoid them altogether. They should offer guidance on your long-term IT strategy, including:

• Technology lifecycle planning
• Budgeting for upgrades and migrations
• Evaluating new tools like Microsoft Teams Voice
• Recommending solutions like Microsoft 365 Business Premium for improved security and efficiency

When you bring your IT provider into strategic conversations early, you avoid unnecessary costs later—and often uncover efficiencies you didn’t know were possible.

Make Cybersecurity a Team Sport

Strong cybersecurity requires joint effort. Your MSP might handle the technical defenses—firewalls, endpoint protection, patching—but your internal team plays a vital role too.

Here’s how to work together effectively:

• Schedule regular cybersecurity awareness training
• Implement phishing-resistant multi-factor authentication
• Use centralized tools like password managers
• Build and rehearse an incident response plan

Cyber threats are evolving, and ignoring this shared responsibility is a fast track to downtime and financial loss.

Involve Your MSP in Business Decisions That Affect IT

Many SMBs make the mistake of investing in new software, hardware, or infrastructure without involving their MSP early. This often leads to compatibility issues, increased costs, or security vulnerabilities.

Before:

• Hiring remote workers
• Migrating apps to the cloud
• Launching new locations
• Allowing personal devices (BYOD)

… consult with your MSP. They can help with network planning, access controls, vendor assessments, and more.

P.S. Planning to enable BYOD in your company? Read our BYOD security guide to understand the risks and solutions.

Focus on Measurable Results

To truly understand if your IT investment is paying off, define key performance indicators (KPIs) like:

• Uptime percentage
• Average response and resolution times
• Number of recurring issues
• User satisfaction
• Cost savings through automation or vendor consolidation

Ask your MSP for regular reporting or access to a dashboard. If they’re doing their job well, the numbers will speak for themselves.

And remember: ROI isn’t always immediate. Sometimes it’s the cost you don’t incur—like avoiding a breach or recovering quickly from a hardware failure—that makes the biggest difference.

Encourage Feedback on Both Sides

IT service is a relationship, and like any relationship, it thrives on feedback. Let your MSP know when:

• Your team isn’t finding something intuitive
• You’ve had a great support experience
• You need more training or clarification
• You’re planning a tech-related change

Likewise, a quality provider will also offer you constructive feedback on how your team can better use systems or reduce common IT errors.

Partnership Over Transactions

The SMBs that get the most from their IT service spend aren’t necessarily the ones spending the most—they’re the ones collaborating the best.

When you treat your IT provider as a true business partner, stay open to their recommendations, and commit to shared responsibility, IT becomes a driver of growth, not just a line item on your expense report.

Need Help Aligning Your IT Strategy?

If you're a current client, ask your account manager about setting up a strategy session to review how your IT support aligns with business goals. If you're exploring a new partnership, get in touch with our team—we'd love to show you what high-value IT service looks like.