How to Maximise Value from Your Managed IT Services Provider
Teaming up with a Managed IT Services Provider (MSP) can be a game-changer for small to mid-sized businesses. But just signing the contract isn’t enough — the real value comes from how you work with your MSP day-to-day. Whether you’re a law firm in Brisbane or a healthcare provider in regional NSW, getting the most out of your provider means knowing what to expect, communicating clearly, and treating them as a true partner.
Start with Clear Expectations
Think of your MSP like a builder working on your house. If you don’t tell them exactly what you want, you might end up with a kitchen where the bedroom should be. The same goes for IT services. From the beginning, make sure your provider understands your business goals, your pain points, and what success looks like to you.
Have a solid Service Level Agreement (SLA) in place that outlines response times, support hours, escalation processes, and performance metrics. This sets the foundation for accountability and helps prevent misunderstandings later on.
Communicate Regularly and Honestly
One of the biggest mistakes we see businesses make is going radio silent after onboarding. Your MSP isn’t just there to wait around for things to break — they’re there to proactively help. Schedule regular check-ins to review performance, upcoming changes, or business shifts.
Got a new office opening up? Planning to shift to hybrid work? These are the conversations to have early so your IT team can prepare and optimise systems accordingly.
Use All the Services You’re Paying For
Many managed service agreements include a wide suite of services — from security monitoring and cloud backups to user training and tech roadmaps. But you’d be surprised how many businesses leave half of those tools on the shelf.
Take cybersecurity training for example. It’s often bundled in, but unless you actively engage your staff and schedule sessions, it won’t do much good. If you’re not sure what’s included in your plan, have your provider walk you through it. You might discover helpful features like risk assessments or employee cybersecurity training that you’re not using to their full potential.
Get Strategic — Not Just Reactive
The best MSPs aren’t just IT firefighters — they’re strategic advisors. A good provider should help you plan for growth, implement new technology, and align your IT with your business direction. This might mean recommending a shift to cloud platforms, strengthening your email security, or setting up a business continuity plan.
Ask your provider for a technology roadmap. It doesn’t need to be fancy, but it should outline where your systems are now, where they could be in 6–12 months, and what steps to take to get there.
Embrace Automation and Modern Tools
Technology isn’t standing still, and neither should your business. Managed IT providers often bring automation tools that can save time and reduce errors. These include patch management systems, remote monitoring tools, and AI-driven support platforms. If your provider is offering these — take advantage of them.
For example, Microsoft 365 now includes smart tools like Copilot for productivity and AI-based threat detection. If you’re not using these, check out our guide on Microsoft 365’s AI innovations.
Encourage End-User Engagement
At the end of the day, your staff are the ones using the systems. If they’re not on board, even the best tech won’t deliver results. Encourage your team to lean on the MSP’s support desk, attend training sessions, and provide feedback. Let them know that asking questions is better than winging it — especially when it comes to cybersecurity.
We’ve seen businesses get caught out by seemingly simple issues — like someone clicking on a dodgy link — that could’ve been avoided with basic awareness. Consider building a human firewall by empowering your staff with the knowledge to spot threats early.
Measure Value, Not Just Cost
Sometimes businesses get caught up in the monthly invoice and forget to look at the bigger picture. Yes, managed services come with a cost — but what about the downtime you’re avoiding, the ransomware you’ve dodged, or the hours you’ve saved your team?
If your provider is helping reduce operational headaches, keeping your systems secure, and enabling smoother workflows, that’s value you can’t always measure in dollars. It’s peace of mind. And if you’re working with the right partner, that peace of mind should grow over time.
Wrap Up with a Partner Mentality
Managed IT Services work best when it’s a partnership, not just a pay-and-forget service. Be proactive, get involved, and treat your provider like part of the team. When you do, you’re far more likely to see not just IT support, but real business growth.
If you’re reviewing your current provider or thinking about making the switch, check out our guide on how to choose the right MSP.
Still not sure what’s included in your existing plan? Our article on what’s really included in managed IT services can help you compare apples with apples.
