Effective MSP and IT Teams Communications - Best Practices

May 04, 2023

Communication between in-house IT teams and managed service providers (MSPs) is crucial for ensuring that technology runs smoothly within an organization. Here are some best practices for communication between the two groups:

  1. Clearly define responsibilities: Define the roles and responsibilities of the MSP and the in-house IT team. This helps to avoid confusion and duplication of efforts.

  2. Set up regular communication channels: Establish regular communication channels, such as weekly or monthly meetings, to discuss ongoing projects, issues, and updates.

  3. Foster a collaborative culture: Encourage a collaborative culture between the MSP and the in-house IT team. This can be achieved by involving both parties in decision-making processes and sharing knowledge and expertise.

  4. Use a ticketing system: Utilize a ticketing system to manage requests and incidents. This helps to track progress, ensure accountability, and avoid misunderstandings.

  5. Define escalation paths: Define escalation paths for critical incidents and issues that require immediate attention. This ensures that the right people are notified and the issue is resolved in a timely manner.

  6. Have a disaster recovery plan: Establish a disaster recovery plan that outlines the roles and responsibilities of the MSP and the in-house IT team in case of a major incident or disaster.

  7. Conduct regular reviews: Conduct regular reviews to evaluate the effectiveness of communication and collaboration between the MSP and the in-house IT team. Use this feedback to improve processes and ensure ongoing success.

By following these best practices, the in-house IT team can effectively communicate with their MSP, ensuring that technology runs smoothly and efficiently within the organization. ABM recognizes that good communication is a key factor to success in any partnership and it's one of the cornerstones of the service we deliver.