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It's not uncommon in today's world that businesses depend on third-party managed service providers (MSPs) to deliver essential operational services. These partners play an important role in keeping systems running, protecting data and ensuring compliance with regulations. However, remaining with the same MSP for too long might actually be holding your business back.
MSPs can sometimes result in a loss of objectivity and a gradual decline in service innovation. Over time, your MSP may become so familiar with your organisation's environment that they fail to see potential improvements or risks in what some would call, "not seeing the wood for the trees."
This is not to imply that MSPs grow lazy or incompetent over time, far from it. But complacency and overfamiliarity can sneak in over the course of long-standing relationships, particularly in something as dynamic and critical as technology and security. That's why it's worth periodically evaluating whether your MSP is still the best fit for your needs, as your business and the technological landscape evolve.
The Problem of Overfamiliarity
There's a strong argument for continuity and long-term MSP relationships can offer stability and a deep understanding of your infrastructure. But that same familiarity can also be a potential problem. As an MSP becomes more embedded in your business, they might lose the fresh perspective that helps them spot inefficiencies or identify emerging security risks. Over time, they may become less proactive in offering solutions and miss opportunities for improvement.
When an MSP first comes on board, they likely find multiple areas for improvement, outdated technology, security vulnerabilities, inefficiencies in workflows and so on. They bring a fresh set of eyes and a drive to make improvements. Fast forward a few years and that same provider might now be more focused on keeping things running smoothly, rather than pushing for the changes your business needs. While they may still be fulfilling their contractual obligations, are they pushing your business forward?
This isn't a universal rule, of course. Some MSPs remain as vigilant and proactive after ten years as they were on day one. But it's a risk that needs monitoring. Familiarity can lead to complacency with cybersecurity, and complacency can be dangerous.
The Risks of Complacency
Security Blind Spots: An MSP that has become too familiar with your systems may overlook emerging threats or new vulnerabilities. Their once-thorough security audits and monitoring could become more routine, missing red flags that a fresh pair of eyes might catch.
Stagnation: Technology doesn't stand still. If your MSP isn't constantly recommending new tools, strategies, or upgrades, you may be falling behind. In such a fast-moving industry, maintaining the status quo isn't enough.
Lack of Innovation: After a few years, your MSP may stop challenging your processes or looking for ways to innovate. While they might still meet the terms of the contract, are they actively seeking out ways to make your business better, more secure, or more efficient?
Missed Opportunities: Long-term MSPs may become so used to your environment that they fail to spot inefficiencies or risks. They may no longer question why certain systems are in place or whether processes can be improved, simply because "that's how things have always been done."
Should You Always Change MSPs?
It's important to note that changing MSPs isn't necessary just because of a long-term relationship. There are plenty of providers who maintain high levels of service and continue to innovate and adapt as your business grows. If your MSP is still proactive, offering new insights and solutions, and helping you mitigate risk, then you likely have a great partner.
However, it's essential to regularly assess the value you're receiving from your MSP. Don't just assume that because they've been with you for years, they're still the right fit. Are they still being proactive? Are they still challenging the status quo and suggesting ways to improve your systems and processes? Are they offering you the latest in security technology and strategic advice?
If the answer is no, it might be time to start considering alternatives.
The Benefits of a Fresh Perspective
One of the strongest arguments for considering a change of MSP is the fresh perspective that a new provider can offer. A new MSP comes in without any preconceived notions about your systems or processes. They are more likely to spot inefficiencies, security gaps, or opportunities for improvement that your current provider may have missed. They're hungry to impress and prove their worth, which can translate into better service and more innovative solutions.
In some cases, bringing in a new MSP can help streamline operations, reduce costs and introduce new technologies that will take your business to the next level. While switching providers can be a hassle, the potential benefits of a fresh set of eyes can't be overlooked.
Even if you're happy with your current MSP, regular evaluation is crucial. This doesn't mean putting your contract out to tender every year, but you should be benchmarking your provider's performance against industry standards and your own evolving business needs. Having an open conversation with your MSP about your long-term goals and how they can help achieve them is essential.
Consider these questions:
Are they still being proactive?
Are they still bringing new ideas and solutions to the table?
Are they still invested in your success, or are they just keeping things ticking over?
If these questions can't be answered with confidence, it's time to reassess.
A Balanced Approach
A revolving door of MSPs isn't the answer. Constantly changing providers can introduce its own set of risks, and continuity is undeniably important, particularly in security operations. But ignoring the risks of overfamiliarity can be just as dangerous.
The key is balance. Long-term partnerships with MSPs can offer stability and deep knowledge of your infrastructure, but they also carry the risk of complacency. It's crucial to regularly assess whether your MSP is still delivering the value, objectivity, and innovation your business needs to stay competitive and secure.
Organizations shouldn't hesitate to question their MSP and consider alternatives if they're no longer meeting expectations. At the same time, it's important to recognize that continuity can be valuable—just ensure that continuity isn't mistaken for complacency. Fresh perspectives, whether they come from internal reviews or new partners, are often the key to long-term success.
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