What makes a good MSP? It’s a question more business leaders are asking as technology becomes more embedded—and more overwhelming—in day-to-day operations. With AI evolving rapidly, cybersecurity threats becoming more personal, and IT complexity scaling with every new tool or platform, the gap between a serviceable MSP and a strategic IT partner has never been wider.
In this guide, we’ll explore what truly sets a great Managed Service Provider apart from the rest. If your current IT partner is reactive, generic, or simply not aligned with your business goals, this checklist will help you evaluate whether it’s time for a change—and what to look for next.
The Business Reality Behind the Tech & MSPs Who Manage IT
- Why technology feels like it’s taking over — not enabling — your business
- The pain of feeling unsupported or “generic” in your IT service
- What business leaders really want from their MSP
Many business leaders find themselves overwhelmed by technology rather than empowered by it. The constant influx of spam calls disrupts daily operations, vast amounts of accumulated data remain untapped, and the swift advancements in AI leave companies uncertain about integration strategies.
Moreover, what was once considered cutting-edge, like cloud computing and mobile device integration, has now become the standard, making it challenging to leverage technology as a strategic differentiator.
Compounding these challenges is the pressing issue of cybersecurity. Modern threats often target individuals within organizations, exploiting personal vulnerabilities to gain access to company resources. This shift underscores the necessity for businesses to adopt a proactive and comprehensive approach to IT management.
At Succurri, we recognize these multifaceted challenges. Our mission is to transform technology from a source of stress into a strategic asset.
We believe that a Managed IT Service Provider (MSP) should do more than just keep the lights on; they should illuminate the path forward.
What Business Leaders Are Really Struggling With (and How a Great MSP Helps)
Let’s be honest. Most business leaders aren’t waking up thinking about firewalls or patch updates. What keeps them up at night are the frustrations, inefficiencies, and risks that pile up when IT doesn’t support the business — and worse, when their current MSP treats them like just another ticket in the queue.
Here are the real problems we hear from CEOs, COOs, and office managers every day — and what a great Managed Service Provider does differently to solve them.
“We get so many spam calls, no one answers the phone anymore.”
The Real Problem: Your phone system isn’t intelligently filtered, calls aren’t properly routed, and there’s no way to separate legit customers from robocalls. Let’s be honest. Most business leaders aren’t waking up thinking about firewalls or patch updates. What keeps them up at night are the frustrations, inefficiencies, and risks that pile up when IT doesn’t support the business, and worse, when their current MSP treats them like just another ticket in the queue.
What makes a good managed service provider & what do they do for you?
Implements a modern VoIP system with spam call mitigation, auto-attendants, and better routing logic to ensure your team isn’t wasting time, and real customers aren’t getting sent to voicemail.
“We help teams stop treating their phones like liabilities. With smart call flows and spam filtering, we bring trust and utility back to business communication.”
– Grant Eckstrom
“We’ve captured years of data and knowledge — but it’s just sitting there.”
The Real Problem: Your business has a treasure trove of experience in files, emails, and databases — but no strategy to turn that into findable insights, marketing assets, or internal tools.
What makes a good MSP, and how do they support your business?
Connects systems, improves data access, builds custom automations, and works with your marketing and leadership teams to unlock value from your data. This could mean better dashboards, faster reporting, or even AI-generated insights based on your historical projects.
Check out our post: 10 Important Benefits of IT Support »
“AI is moving so fast, we don’t know where to start.”
The Real Problem: AI is everywhere, and your competitors are experimenting. But your team isn’t sure what tools are secure, how to use them, or where they fit into your workflows.
What makes a good managed service provider & what do they do in this instance?: Succurri hosts practical AI webinars, like “A Practical Approach to AI in Your Life & Work”, and offers tailored AI-readiness assessments. We help your team test tools safely, integrate AI into operations, and use AI as a time-saver, not a security risk.
“AI is a train you can’t stop. The question is whether your business is onboard — and whether your MSP knows how to keep it on the rails.”
“Our IT provider treats us like everyone else.”
The Real Problem: Most MSPs offer the same plan, same tools, same portal — whether you’re a dentist, builder, or engineer. But your business has industry-specific needs.
What makes a good managed service provider & what does a good MSP do?
Succurri offers industry-specific expertise. We’ve resolved thousands of support tickets in sectors like:
- Engineering & Construction: CAD software, Procore, cloud workflows
- Healthcare: HIPAA compliance, eClinicalWorks, Dragon dictation
- Manufacturing: ERP integrations, on-premise server management
- Trade Contractors: ServiceTitan, field connectivity, rugged devices
- Financial Services: Cyber insurance compliance, secure mobile access
“If your MSP doesn’t know the tools your industry runs on, they’ll never be able to support you strategically.”
Succurri can provide “smart hands” for your IT support in Everett, Seattle, Phoenix, Kalispell and surrounding areas.
“IT security scares me, because hackers don’t go after companies anymore — they go after people.”
The Real Problem: Most breaches start with a single user: a bad link clicked, a reused password, or a spoofed email.
What makes a good MSP, and what do they do to resolve the problem?
Provides real employee-focused cybersecurity training, configures multi-factor authentication (MFA), and implements role-based security policies that protect your people and your data. We even help you evaluate cybersecurity insurance policies and implement what’s required for coverage.
Watch this video from our cybersecurity series: Weaponized AI & Its Impact on Business Security »
7 Key Differences That Actually Matter When Evaluating Your IT Managed Service Provider.
Most MSPs look the same on paper.
They promise responsive support, proactive monitoring, and some flavor of cybersecurity.
But when your business is growing, navigating a breach, or adopting new technologies, the differences between a good provider and a truly great one become painfully obvious.
Here are the 7 elements that separate the good from the great MSPs:
1. Strategic vs. Tactical Thinking
- A good MSP fixes broken printers and installs updates.
- A great MSP asks, “How does this technology move your business forward?”
At Succurri, our team works with leadership, not just your office manager, to align IT with real business goals like growth, compliance, automation, and data insights. Every client has access to a dedicated vCIO (Virtual Chief Information Officer) who understands your business model, budget, and IT roadmap.
“Great MSPs don’t just solve problems. They prevent them — and help you plan 12 months ahead.”
This business-first mindset is the foundation of Succurri’s approach. We believe that managed IT services should scale with your business, deliver measurable value, and integrate seamlessly into your team.
2. Stage-Based Support: The Succurri Service Matrix
Your IT needs change based on the stage of your business. That’s why Succurri built the Succurri Service Matrix — a framework to align services with your operational maturity.
| Business Stage | Common Characteristics | What You Need from Your MSP |
|---|---|---|
| Start Up or Micro Business | 1–10 people, reactive IT, founder-led ops | Fast support, low-cost setup, basic backups |
| Small Business | 10–25 people, limited IT strategy | Standardized support, budget planning, better security |
| Medium Sized Business | 25–50+ people, process-driven ops | vCIO, cybersecurity compliance, automation, growth roadmap |
This matrix ensures you’re not overpaying for tools you don’t need — or stuck with an underpowered setup as you scale.
3. Financial Awareness & Budget Alignment
So, what makes a good MSP vs. a great one in this instance? A good MSP might pitch you a list of services and leave pricing vague. A great MSP builds IT services into your business model.
Succurri helps you:
- Forecast IT spending 12–36 months out
- Allocate budget for aging hardware, renewals, and security upgrades
- Justify IT spend by aligning it with business outcomes
“If your IT provider can’t have a conversation with your CFO, they don’t belong at the table.”
— Grant Eckstrom
4. Security Built for Humans
You don’t need 12 different security tools. You need one strong framework, implemented and monitored daily, with clear steps your employees understand and follow.
A great MSP offers:
- Security awareness training for end users
- Cybersecurity insurance policy reviews (read: will your provider help you qualify for coverage?)
- Incident response planning and testing
- Role-based access control
- Ransomware prevention & rollback
Not sure if you’re covered? 👉 Schedule a Cybersecurity Insurance Policy Risk Review »
5. “Smart Hands” Onsite Support When Needed
Remote-only providers can’t help you when the server room floods, the printer fails during a client proposal, or your site needs cabling and wireless access points installed. Great MSPs are local and available when it counts.
Succurri provides field support and project execution across:
Seattle | Everett | Phoenix | Kalispell
And nearby areas.
6. Industry Specialization & Experience
IT in healthcare isn’t the same as IT in manufacturing — and neither of those resemble the needs of a trade contractor or architecture firm. A great MSP knows the difference.
Succurri supports industries including:
- Engineering & Architecture — CAD/BIM performance, hybrid cloud, project lifecycle tech
- Construction & Trades — Field service apps, mobile security, rugged infrastructure
- Healthcare — HIPAA, eClinicalWorks, Dragon, secure data workflows
- Financial Services — Cybersecurity compliance, mobile security, Redtail, Orion
- Manufacturing — ERP integration, network redundancy, plant-floor connectivity
Need proof? Ask how many industry-specific IT support tickets we’ve resolved — we can tell you. Or visit our YouTube channel for walkthroughs: Succurri on YouTube »
7. Client Experience and Responsiveness
What makes a good MSP vs. a great MSP in this scenario? A good MSP might close tickets in 24–48 hours. A great MSP tracks:
- First-response time
- Time-to-resolution
- Customer satisfaction scores (CSAT)
- Team utilization and project throughput
More importantly, they make your employees feel heard and empowered to do their best work.
Client Testimonial
Why Stage of Business Might Matter Most When Providing IT Managed Services
One of the most overlooked — yet critical — factors in choosing an IT partner is understanding your business’s stage of growth.
At Succurri, we use a proprietary framework called the Succurri Service Matrix to help guide clients to the right level of support, investment, and strategy based on where they are now — and where they want to go.
Not every business needs full-blown automation or a dedicated vCIO. And not every business should be operating on duct-taped legacy systems with no IT roadmap.
The Succurri Service Matrix helps right-size your IT strategy.
Startup or Small Business (1–10 seats)
- Typical IT Budget: <$1,000/mo
- Priorities: Basic infrastructure, internet connectivity, essential security
- Common Gaps: No dedicated IT person, DIY solutions, reactive troubleshooting
- MSP Role: Provide core IT services at a cost-conscious level, including help desk, hardware setup, and basic cybersecurity
“In a start up or very small business, every dollar counts. But that doesn’t mean you should compromise on data protection or reliable support. We help you cover the essentials, without overbuilding.”
Growing Business (10–25 seats)
- Typical IT Budget: $1,500–$4,000/mo
- Priorities: Scalable systems, reliable support, improved workflow tools
- Common Gaps: Informal IT process, lack of documented security policies, staff frustrated with slow tech
- MSP Role: Implement remote support, Microsoft 365, endpoint protection, and onboarding systems. Begin long-term planning.
“When you have a growing business, your business needs to shift from reactive to proactive IT. We start introducing structure and support that sets the stage for growth.”
Scaling Organization (25–50+ seats)
- Typical IT Budget: $4,000–$10,000+/mo
- Priorities: Cybersecurity readiness, integrations, process automation, compliance
- Common Gaps: No formal IT strategy, lack of system standardization, no incident response plan
- MSP Role: Provide vCIO leadership, create IT roadmaps, conduct risk assessments, support hybrid work, and advise on AI, automation, and integrations
“Now when you are ready to scale your company, this is where the real competitive advantage appears. The businesses we work with here are starting to treat IT not as overhead, but as a lever for profitability, data use, and faster decision-making.”
Why This Matters When Choosing an MSP
Choosing an MSP that understands these phases means you’re not overpaying for things you don’t need — or underinvesting in areas where you’re exposed to real risk.
Whether you’re running a healthcare clinic in Everett, a contractor in Phoenix, or a manufacturing firm in Kalispell, your business stage defines your IT strategy. And Succurri brings that clarity of need through decades of experience.
AI, Security, and the Next Wave of Technology
Why AI Is Moving Faster Than Your IT Provider Can Keep Up
It used to be that having advanced IT systems gave you an edge. A fast server, secure cloud backups, mobile access — these were considered differentiators.
Today? They’re the bare minimum.
“Advanced technology is now table stakes. Strategy is your edge.”
— Grant Eckstrom
Modern businesses are navigating a wave of change that’s bigger and faster than anything we’ve seen before. And many IT providers are already behind.
The Problem: Legacy MSPs Can’t Keep Up
While your MSP may have helped you migrate to the cloud or tighten up password policies, that doesn’t mean they’re prepared to guide you through the emerging frontiers of:
- Artificial Intelligence
- Zero Trust Security Models
- Hyper-Automation
- Data Governance
- AI-Driven Threat Detection
This isn’t theory. It’s what today’s business leaders are actively searching for. And if your IT partner can’t speak confidently about these topics, you’re flying blind.
Why AI Is Creating a New Divide in Business IT
At Succurri, we’ve spent the last year helping clients across engineering, healthcare, construction, and financial services begin integrating AI into their business workflows.
But more importantly, we’re helping them understand what’s real vs. hype.
AI can help your business:
- Save hours each week through task automation
- Analyze years of data in minutes
- Create internal tools without a single line of code
- Accelerate decision-making across departments
But it can also:
- Amplify misinformation
- Increase the risk of phishing and social engineering
- Open new attack surfaces for hackers to exploit
Watch our webinar: Weaponized AI and Its Impact on Business Security
In this session, we explore how AI can be used both for your business—and against it.
Security Starts With the Individual
Today’s threat landscape is no longer just about firewalls and antivirus software. It’s about people.
- MFA fatigue is being exploited
- Phishing emails are indistinguishable from real ones
- Deepfakes are convincing enough to fool your finance team
Succurri takes a proactive, layered approach to cybersecurity—training your team, implementing smart policies, and using AI-enhanced monitoring to stay one step ahead.
Succurri’s Perspective: Strategy > Technology
You don’t need more apps. You need clarity.
Succurri doesn’t just keep your lights on—we help you lead your business through the next phase of digital transformation. Whether that’s using AI tools like ChatGPT securely, reducing the risk of internal data leaks, or preparing your business for AI-enhanced competitors, we guide you with both tech expertise and business intelligence.
Talk to Succurri About an AI & Security Readiness Review »
8 Signs Your IT Managed Service Provider Isn’t Cutting It
A lot of business owners stick with their current IT provider longer than they should — mostly because switching seems like a hassle.
But the truth is, staying with an underperforming MSP can cost you way more in downtime, security risks, and missed opportunities.
Here are the biggest red flags that it might be time to find a new managed IT services provider:
1. Slow Response Times
If your team is waiting hours (or days) for a response to a support ticket — especially when the issue is critical — your MSP is failing the most basic expectation: being available when you need them.
What great looks like:
Succurri’s clients benefit from documented SLAs (Service Level Agreements) with real-time tracking, transparent reporting, and expert help desk support that resolves 95% of tickets without escalation.
2. Reactive, Not Proactive
If your IT team only shows up when something breaks, you’re stuck in a break-fix relationship. A great MSP prevents issues before they happen by performing proactive maintenance, patching, and performance monitoring.
Ask your current provider:
- How are you monitoring our systems?
- How often do you perform patch management and vulnerability scans?
- What trends have you spotted in our IT environment over the last 90 days?
3. No Strategic Guidance or Roadmap
You should never feel like you’re in the dark about your business’s tech future. If your IT provider isn’t talking to you about growth, automation, or security improvements — you’re missing out on critical competitive advantages.
What Succurri does differently:
We give every client a virtual CIO (vCIO) to guide IT budgeting, align technology with business goals, and prepare for what’s next — including AI readiness and cybersecurity compliance.
Want a roadmap built for your business? Schedule a vCIO strategy session »
4. Support Techs Who Don’t Understand Your Industry
If your IT provider doesn’t know how your field software works, can’t pronounce your ERP system, or constantly needs context to solve basic problems — that’s costing your team time and money.
💡 Tip: Ask potential MSPs what field-specific tools they’ve supported. If you’re in construction, they should know Procore, Bluebeam, and PlanGrid. In healthcare? They better have worked with Kareo, Dragon, and eClinicalWorks.
5. Gaps in Cybersecurity
You can’t afford a “good enough” approach to cybersecurity anymore. One phishing email, one misconfigured backup, one remote login without MFA — and your business is toast.
Warning signs:
- They haven’t run a cybersecurity audit in 12+ months
- They don’t help you meet the requirements for cyber liability insurance
- They haven’t built or tested an incident response plan
Better: Succurri runs Cybersecurity Insurance Policy Risk Reviews to identify gaps and prepare your business for compliance, renewals, and payouts.
6. You’ve Outgrown Their Capabilities
The MSP that supported you at 10 people might not be the same one that can help you scale to 50+ employees, manage hybrid work, or integrate automation into your processes.
Here’s the reality:
Your IT provider should grow with your business. If they can’t, it’s time to graduate.
7. They Don’t Show Up
Need cabling installed at a new location? Troubleshooting a failing access point? Migrating a server rack?
If your MSP is “remote-only” or charges an arm and a leg for on-site work, you’re not getting the full support experience.
Succurri provides Smart Hands field support across locations in Washington, Arizona and Montana.
8. They Can’t Explain Your IT Bill
Do you know what you’re paying for?
A common complaint we hear from businesses who switch to us is that their former provider’s invoices were vague or constantly changing. You shouldn’t need an MBA to understand your IT spend.
Succurri offers fixed monthly pricing, budget forecasting, and line-item clarity — so you can predict costs and justify your IT investments to leadership.
“The role of a managed IT service provider has changed. If they’re not helping you secure your business, plan for the future, and simplify your tech stack, then they’re not serving your business at all.”
Resources
If your current MSP isn’t meeting the mark, you deserve better. We’d love the opportunity to show you how Succurri delivers IT support and leadership that drives real business value.
Explore Our Local IT Support Pages:
📍 Seattle Managed IT Services »
📍 Everett Managed IT Services »
📍 Phoenix Managed IT Services »
📍 Kalispell Managed IT Services »
Check Out Our Latest Insights on YouTube:
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Get Strategic About IT:
Book a consultation with our team and review the Succurri Service Matrix to see where your business stands — and where you could be.
Schedule Your Free IT Assessment Now »
Ready for a Change in Your MSP?
If any of the pain points above sound familiar — if you feel like your IT team is missing the mark or you’re just not confident in their ability to lead you into the future — we invite you to reach out.
Succurri helps growing businesses take back control of their technology, improve security, reduce waste, and unlock new opportunities.
“We’re not just tech people. We’re business people who understand tech — and we help you use it as a lever to grow your business.”
— Grant Eckstrom
📍 Contact Us Now
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We’ll meet you where you’re at — and help take your business where you want it to go.
