Case Study: Why Traditional MSP Evaluation Falls Short — and How TBaaS Fills the Gap
- Ron Salazar
- Aug 17
- 14 min read
By: Ron Salazar
Small to medium-sized businesses (SMBs) are navigating a rapidly evolving IT landscape—facing complex decisions, tight budgets, and limited internal resources. Traditional methods for selecting a Managed Service Provider (MSP) often fall short due to bias, lack of transparency, or internal bandwidth constraints.
Technology Brokerage-as-a-Service (TBaaS) offers a structured, vendor-neutral framework for evaluating and selecting MSPs with confidence. By combining access to subject matter experts, side-by-side vendor comparisons, cost benchmarking, and ongoing advisory, TBaaS helps SMBs make faster, smarter, and more strategic IT decisions.
CASE STUDY
Evaluating a Potential Managed Service Provider (MSP) through TBaaS for a Growing Small to Medium-Sized Business
Introduction: In the fast-paced world of business, IT support has evolved from a back-office function to a foundational driver of operational efficiency, scalability, and competitive advantage. Small to medium-sized businesses, in particular, face unique challenges when managing IT resources. They must balance the growing demand for modern technology with budget limitations and limited in-house expertise.
Downtime, cybersecurity threats, and inefficient systems are no longer mere technical nuisances—they can directly threaten a company's continuity and its ability to compete. In response, Managed Service Providers (MSPs) have emerged as strategic partners for growing organizations. Evolving from simple remote monitoring providers to full-scale IT partners, modern MSPs now deliver a wide range of services including infrastructure management, cybersecurity, cloud operations, and strategic consulting.
Outsourcing IT functions to an MSP enables businesses to tap into advanced expertise, benefit from predictable costs, and scale operations without hiring large internal teams. Yet, with the stakes so high, choosing the right MSP is more critical than ever.
This white paper introduces a structured, modernized approach to MSP evaluation powered by Technology Brokerage-as-a-Service (TBaaS).
It will guide business leaders through an objective, data-driven selection process that prioritizes business goals, technical alignment, risk management, and ROI.
Whether you're considering outsourcing IT for the first time or reevaluating existing partnerships, this guide offers the insights and tools to select an MSP that truly fits your organization's unique needs.
Understanding the Strategic Role of an MSP
Managed Service Providers (MSPs) play a pivotal role in helping organizations maintain, protect, and advance their IT environments. At their core, MSPs are external partners entrusted with the responsibility of managing various aspects of a business's technology ecosystem—ranging from infrastructure and network operations to cybersecurity and user support.
But this basic definition only scratches the surface. Modern MSPs deliver more than reactive IT support; they offer proactive, end-to-end services that anticipate issues, streamline operations, and create a stable foundation for business growth. Their ability to provide enterprise-grade solutions without the overhead of an internal IT department makes them especially valuable to small and mid-sized businesses.
MSPs monitor systems in real-time, resolve issues before they impact operations, and ensure that environments remain secure, optimized, and compliant. These providers also tailor their offerings to align with the strategic goals of their clients, acting less like third-party vendors and more like embedded extensions of internal teams.
Importantly, MSPs are not only technical executors but also strategic advisors. They help guide digital transformation efforts, identify areas for innovation, and ensure IT investments are directly linked to business outcomes. In a time when technology is both a disruptor and a differentiator, the right MSP can offer the clarity, agility, and expertise that businesses need to thrive.
Through the TBaaS framework, this critical function is elevated. TBaaS ensures that MSPs aren’t selected based on surface-level offerings or vendor marketing but on a rigorous understanding of their true capabilities, alignment with business goals, and ability to evolve with the company they support.
Assessing Current IT Infrastructure:
A thorough assessment of the current IT infrastructure is a fundamental step for any business considering a partnership with a Managed Service Provider (MSP ) through TBaaS. This evaluation serves as a baseline to understand the existing IT assets, ranging from hardware and software to network components and data management systems.
It involves taking stock of the physical and virtual servers, workstations, network devices, and applications that are in use, as well as assessing their ages, performance, and any impending need for upgrades or replacements. Equally important is an evaluation of the current IT staff's capabilities.
Understanding the skills and expertise of the in-house team is crucial in identifying what aspects of IT management can be maintained internally and which would benefit from the MSP's intervention. This assessment helps in pinpointing gaps in technical skills or areas where the business is overly reliant on a small number of individuals, which could pose significant risks in terms of business continuity.
Identifying inefficiencies and vulnerabilities within the current IT setup is another critical component of this assessment. These may manifest as recurring technical issues, security gaps, or bottlenecks that impede workflow and productivity. By systematically uncovering and documenting these challenges, a business can set clear, prioritized objectives for what it needs in an MSP. The assessment not only informs the selection of an MSP but also sets the stage for future IT improvements and strategic growth.
Determining Business Needs and Goals:
Before engaging with a Managed Service Provider (MSP) through TBaaS, it is imperative for a business to clearly define its needs and establish well-articulated goals. This stage involves a strategic alignment of IT functions with the broader business strategy to ensure that technology serves as a catalyst for growth rather than a mere support tool.
The process starts with key stakeholders from various departments coming together to identify what they require from their IT systems, both in the short term and long term. This collaborative approach ensures that the IT services sourced from an MSP are precisely tuned to the company's operational objectives.
Identifying critical IT needs is a nuanced endeavor that should consider not only the immediate technological challenges but also future industry trends and potential areas of expansion for the business. For instance, a company with aggressive growth targets may prioritize scalable cloud solutions, while another focused on data security may seek robust cybersecurity measures.
Setting measurable IT goals, such as uptime targets, response time benchmarks, and security compliance levels, is essential to creating a framework that allows for the evaluation of the MSP's performance. Once the needs and goals are determined, they should be reviewed against the current IT landscape to identify any discrepancies.
This gap analysis provides further insight into the essential services the MSP must deliver to bridge the divide between the current state and the desired future state of the business's IT environment. Clearly defined and communicated IT goals are crucial for selecting the right MSP and for establishing a productive, goal-oriented partnership.
Performing MSP research and recommendation:
The process of identifying potential Managed Service Providers (MSPs) is a critical step for businesses seeking to outsource their IT services. This stage requires a methodical approach to ensure the selection of a provider that can meet the unique needs of the business.
Establishing criteria for selection is the first task, which may include factors such as industry expertise, technical capabilities, customer service reputation, and geographic proximity. Rather than relying on sales pitches or referrals alone, TBaaS uses structured intake forms, expert reviews, and cross-industry data to identify top-fit MSP candidates. Vendors are vetted on criteria including:
Industry expertise
Technical certifications
Customer references
Security and compliance capabilities
Service flexibility and scalability
Only the providers that align with your requirements and growth trajectory are invited for deeper engagement.
Gathering this information helps in making an informed decision on which MSPs to engage with further and which to exclude from consideration.
Evaluating MSP Expertise and Experience:
Evaluating the expertise and experience of a Managed Service Provider through TBaaS is a pivotal part of the selection process for a small to medium-sized business looking to outsource its IT services.
(Comparing Apples to Apples)
TBaaS delivers a side-by-side matrix comparison of shortlisted MSPs, enabling clients to make decisions based on tangible data rather than marketing claims. Each provider is rated across operational fit, pricing structure, SLAs, support model, and long-term scalability.
This neutral, fact-based process eliminates guesswork and focuses on what matters most: outcomes.
(Understanding SLAs, Risk, and Accountability)
TBaaS ensures clients understand exactly what they’re committing to. Our advisors help:
Analyze SLA terms for clarity and completeness
Set appropriate performance thresholds
Include escalation paths and service credits
Align contractual obligations with business risk tolerance
SLAs become not just documents, but strategic safeguards. This evaluation focuses on the MSP’s depth of knowledge and proficiency in managing IT environments similar to that of the business in question. It is essential to assess the MSP's technical capabilities across various domains, such as network infrastructure, cybersecurity, cloud computing, and end-user support, to ensure a comprehensive coverage of IT needs.
The MSP's experience, particularly in the industry sector of the business, also plays a significant role. An MSP with a strong track record in a similar industry or with comparable clients can bring valuable insights and tailored solutions that resonate with the specific challenges and regulatory requirements of the field.
This expertise is often verified through case studies, references, and the examination of past projects that demonstrate the MSP's ability to deliver results and drive IT improvements.
In addition to technical skills and industry experience, the evaluation should consider the MSP's certifications and partnerships with leading technology vendors. Such credentials are a testament to the MSP’s commitment to maintaining high standards of service and staying abreast of the latest technological advancements. The presence of certified professionals within the MSP's team is indicative of a well-trained workforce that can handle complex IT environments and emerging technologies.
By rigorously assessing the MSP's expertise and experience, a business can gain confidence in the provider's ability to support its IT operations effectively and contribute to its strategic objectives. This section of the white paper would guide readers through the key considerations and methods for evaluating the qualifications of potential MSP partners.
Considering the Scalability and Flexibility of Services:
For a growing small to medium-sized business, the scalability and flexibility of Managed Service Provider through TBaaS services are paramount. As a business expands, its IT needs will evolve, requiring services that can adapt to increased demands, changing technologies, and new strategic directions.
Evaluating an MSP's capability to scale services up or down in response to a company's growth trajectory is therefore critical to a successful long-term partnership. Scalability does not only pertain to handling a growing number of users or an increasing volume of data but also encompasses the MSP's ability to introduce and integrate new technologies and services that may become relevant as the business evolves.
A flexible MSP should be able to offer a breadth of services that include emerging IT trends, such as cloud migration, virtualization, or artificial intelligence, and adjust the scope of services as needed without significant disruptions.
Moreover, the flexibility of an MSP's services is also reflected in their willingness to customize IT solutions to fit the unique needs of the business. This could mean providing specialized support for niche applications, accommodating specific workflow requirements, or offering tailored cybersecurity measures.
The MSP's approach to service customization is indicative of their understanding of the business's operations and their commitment to providing truly bespoke IT solutions. In assessing an MSP's scalability and flexibility, it is beneficial to examine their past performance with clients of similar size and growth patterns.
Discussions with current clients can shed light on the MSP's responsiveness to changing needs and their agility in adapting service offerings. This aspect of the MSP evaluation ensures that the chosen provider can be a reliable partner not just for the present needs but also as an enabler of future growth.
Interpreting SLAs with TBaaS
Understanding Service Level Agreements (SLAs):Within the TBaaS framework, SLAs are jointly reviewed with technology advisors to ensure accountability, risk mitigation, and alignment with your business priorities. We help define meaningful metrics and negotiate fair terms—backed by real-world benchmarks.
Service Level Agreements (SLAs) are contractual documents that outline the expectations and responsibilities between a Managed Service Provider (MSP ) through TBaaS and their client.
Understanding the components of an SLA is crucial for any business considering MSP services, as it sets forth the performance metrics, availability standards, and response times that the MSP is obligated to meet.
An SLA is a key tool in managing the relationship with the MSP , providing clear guidelines for service delivery, and establishing recourse in case of service lapses. When evaluating SLAs, it is important for businesses to focus on the specific terms that align with their operational needs and goals. This includes availability guarantees, which ensure that critical systems and services are up and running when needed, and response time commitments, which set expectations for how quickly the MSP will address and resolve issues.
Additionally, businesses should examine the SLA for details on issue escalation procedures, maintenance windows, and any exclusions that might affect service coverage. Negotiating the terms of an SLA is an essential step in the MSP selection process. Businesses should work closely with potential MSPs to tailor the SLA to their particular IT environment and requirements.
This may involve defining custom service metrics that are particularly relevant to the business or setting higher performance standards for mission-critical applications. Understanding SLAs also involves a comprehension of the guarantees provided and the penalties or remedies available if the MSP fails to meet the agreed-upon service levels.
This could include service credits, penalty clauses, or other compensation forms that provide the business with some measure of protection against service disruptions. In summary, SLAs are more than just formalities; they are an integral part of the MSP partnership that ensures accountability and encourages excellence in service delivery.
Compliance and Security Oversight with TBaaS
Reviewing Compliance and Security Measures:TBaaS integrates security experts into your vendor evaluation process, helping assess compliance gaps, security frameworks, and incident readiness, before you sign.
Reviewing the compliance and security measures implemented by a Managed Service Provider (MSP ) through TBaaS is a critical component of the evaluation process for any business, particularly for those operating in regulated industries or handling sensitive data. The rising number of cyber threats and the increasing complexity of regulatory requirements make it imperative for businesses to partner with MSP s that can provide robust security and ensure adherence to compliance standards.
Businesses must assess the MSP's ability to protect against data breaches, unauthorized access, and other security incidents. This involves examining the MSP's cybersecurity protocols, including their use of firewalls, encryption, intrusion detection systems, and regular security assessments. Additionally, businesses should inquire about the MSP's incident response plan, which should detail the procedures for responding to and mitigating the impact of security breaches.
Compliance is another key area of focus. A competent MSP must demonstrate a thorough understanding of the regulatory landscape relevant to the business's industry, such as HIPAA for healthcare or GDPR for companies operating in or serving the European Union. The MSP should have a proven track record of helping clients meet these compliance requirements through regular audits, reporting, and compliance management services.
Furthermore, businesses should ensure that the MSP's internal policies and employee training programs reinforce best practices in security and compliance. By doing so, the MSP becomes a partner in maintaining the integrity and confidentiality of the business's data and operations, thereby safeguarding the company's reputation and legal standing.
This section of the white paper provides important criteria for reviewing an MSP's compliance and security measures, highlighting the importance of these factors in the selection process and offering guidance on how to assess the MSP's capabilities effectively.TBaaS integrates security experts into your vendor evaluation process, helping assess compliance gaps, security frameworks, and incident readiness—before you sign.
Financial Transparency and ROI via TBaaS
Analyzing Cost Structure and ROI:TBaaS introduces financial clarity by assessing vendor pricing models, hidden fees, and long-term cost implications. We provide ROI analysis tools and cost-optimization guidance using cross-vendor intelligence and historical data.
When considering a Managed Service Provider (MSP ) through TBaaS, analyzing the cost structure and potential return on investment (ROI) is essential for a growing small to medium-sized business.
This financial assessment helps business leaders understand the economic impact of engaging with an MSP and ensures that the investment aligns with the company's budgetary constraints and financial objectives. Understanding the MSP 's pricing model is the first step in this analysis. MSP s typically offer various pricing structures, including per-user, per-device, tiered service levels, or all-inclusive flat fees.
Each model has its advantages and potential drawbacks, and businesses must evaluate which aligns best with their IT usage patterns and service requirements. It's important to identify any hidden costs or additional fees for services not covered in the standard package to gain a comprehensive picture of the total cost. Assessing the total cost of ownership (TCO) goes beyond the MSP's fees to include the broader financial implications of IT management.
This encompasses hardware and software costs, potential savings from reduced downtime, increased efficiency from improved IT processes, and the value of freeing up internal resources to focus on core business activities. Estimating the ROI involves comparing the cost savings and operational improvements against the MSP's fees.
A solid ROI analysis will consider both direct benefits, such as cost reductions and indirect benefits, such as enhanced security, compliance, and business agility. By calculating the anticipated ROI, businesses can make an informed decision about whether the MSP's services provide a financially sound solution for managing their IT needs.
This section of the white paper will guide readers through the process of analyzing an MSP's cost structure and estimating the ROI to make a TBaaS introduces financial clarity by assessing vendor pricing models, hidden fees, and long-term cost implications.
We provide ROI analysis tools and cost-optimization guidance using cross-vendor intelligence and historical data.
Checking References and Reviews:
The due diligence process of selecting a Managed Service Provider (MSP ) through TBaaS is incomplete without checking references and reviews from the MSP 's current and past clients. This step provides real-world insights into the MSP 's performance, reliability, and customer service quality. It is a tangible means of gauging the provider's reputation and the satisfaction level of those who have experienced their services firsthand. When checking references, it's important for businesses to reach out to organizations that are similar in size, industry, or IT needs.
These conversations can reveal the MSP 's strengths and weaknesses, the effectiveness of their communication, and their ability to resolve issues promptly and effectively. Specific questions should be tailored to the business's concerns, such as the MSP 's responsiveness to service requests, their flexibility in scaling services, or their proficiency in handling complex IT environments.
Online reviews and testimonials can also be a valuable source of information, although they should be approached with a critical eye. Reviews can sometimes be biased or lack context, so it's important to look for patterns and recurring themes that can indicate consistent performance or recurring problems. The importance of this investigative step lies in the confidence it can build for the business considering the MSP .
Positive feedback from reputable sources can affirm the MSP 's capabilities, while any red flags raised during this process can prompt further investigation or lead the business to consider alternative providers.
Conducting Meetings and Asking the Right Questions:
The final stage in evaluating a potential Managed Service Provider (MSP ) through TBaaS involves conducting in-depth meetings and asking targeted questions that delve into the specifics of the MSP 's service offerings, company culture, and alignment with the business's needs. These discussions are an opportunity for the business to clarify any uncertainties and for the MSP to showcase their expertise and commitment to customer service.
Preparing a comprehensive list of questions is essential for these meetings. Questions should cover a variety of topics, including the MSP's approach to proactive IT management, their strategies for cybersecurity, their handling of data backups and disaster recovery, and their processes for onboarding new clients. The business should also inquire about the MSP's communication methods, reporting structures, and how they measure and report on performance metrics. These conversations are not only about gathering information but also about assessing the MSP's transparency and willingness to engage in open dialogue.
The way an MSP answers questions can be indicative of their customer service approach and their ability to form a collaborative partnership. It's important for the business to gauge whether the MSP is genuinely interested in understanding and meeting their specific needs or if they are simply trying to fit the business into a predefined service model.
Conducting these meetings effectively requires a clear understanding of the business's IT requirements and strategic objectives. By asking the right questions, the business can ascertain the MSP's suitability as a long-term partner capable of supporting and facilitating their growth.
The Strategic Advantage of TBaaS in MSP Selection
Selecting the right Managed Service Provider (MSP) is no longer just a technical choice—it’s a strategic imperative. For small to medium-sized businesses navigating growth, limited internal IT capacity, and increasing technology complexity, the decision can significantly shape operational performance, security posture, and future scalability.
This white paper has outlined a comprehensive approach to MSP evaluation—covering everything from infrastructure assessments and business goal alignment to pricing analysis, compliance review, and vendor accountability. But the true differentiator in this process is the TBaaS model.
Technology Brokerage-as-a-Service (TBaaS) transforms the way businesses evaluate and engage MSPs. It introduces a vendor-agnostic, expert-led framework that removes guesswork and bias from the equation. Through TBaaS, businesses gain access to seasoned technology advisors, deep market intelligence, curated vendor shortlists, SLA negotiation support, security oversight, and ROI-based decision-making tools.
Rather than relying on sales pitches or word-of-mouth referrals, TBaaS empowers leaders to make data-driven, business-aligned decisions with confidence. It shifts the MSP selection process from a transactional procurement task to a guided, strategic initiative—ensuring that the chosen provider delivers measurable outcomes and becomes a long-term partner in growth.
For organizations looking to build a resilient, agile, and high-performing IT foundation, TBaaS offers not just a process—but a path forward.
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