MSPs Face Increasing Pressure for Transparency

A managed services prospect looking for documentation or evidence of how an MSP operates makes sense. The prospect has no idea what to expect from the MSP because there is no historical record, no personal relationship. An existing client, however, is different because they do have personal experience from which they can draw.

So, why are more managed services clients asking their MSP for more documentation and transparency? The answer is simple. The client must be able to demonstrate what the MSP is doing to anyone who may ask them. Who would ask a client what their MSP is doing? There is a long list of people who would want this information: regulators, compliance officers, users or customers of the client, insurance companies, legal officers, are just a few of the legitimate requests for transparency documentation which could be made of an MSP.

Requests for transparency are not going away and it is up to MSPs to figure out how to comply with them in an effective way. So, let's turn our attention to ways of demonstrating that trusted relationship to those interested parties who would seek such information.

How can MSPs Demonstrate Transparency

There are a number of ways MSPs can show customers the transparency and trust they seek. Each method must be carefully considered so as to adequately respond to the many unique motives behind each information request.

Documentation

One of the easiest methods of showing transparency, and quite frankly, one that should be true for all MSPs, is solid documentation on the MSP's policies and procedures. Documentation requests typically show up in RFIs (requests for information) generated during the sales process. RFIs are a natural part of "getting to know" an MSP.

Many MSPs do not have "sufficient" documentation and instead rely on memorized prior activity or practices related to managed services delivery practices. If an MSP is lucky enough to have documentation then they can produce that documentation and hope that it is sufficient to address the questions.

Certification/Audit

A more formal response to a request for documentation and transparency is producing an audit or certification report. While producing documentation may satisfy some requests from customers, they do not address the validity or accuracy of the documents. More specifically, a certification or audit report should address the policies and procedures used by the MSP and whether or not those documented policies and procedures are actually followed.

A good certification and audit should focus on both the existence of policies and procedures as well as a faithful adherence to those behaviors on a consistent basis. A certification/audit report is a way for MSPs to report on their methods of delivering managed services but do so using the words and assurance of a third party.

Transparency requests are not going away. MSPs need to realize this and develop effective methods for giving their customers and prospects the information they need in order to have the "trusted relationship" all MSPs seek with their customers.