As the year comes to a close, every organisation plans for the next.
This planning naturally motivates many to evaluate how much value they are getting from their investments in software, staff and partners – critically, technology partners.
Many businesses question the level of value their IT providers bring.
On a base level they depend on them to stay operational and resolve technical issues, but that role arguably could be filled by most MSPs on the market. They question how much their IT provider is contributing to business outcomes, and if there’s a way of ensuring they are experiencing the most value possible.
The method to evaluate this is simpler than you might expect. If you are reviewing your current relationship or preparing to choose a new IT provider asking the following questions will help you assess their value and make a confident judgement.
1. Does your provider use data to guide decisions?
A data-first helpdesk is designed to deliver actionable insight – and therefore value.
A provider that uses data to guide services does more than record tickets, it analyses patterns to spot repeat issues, highlight system vulnerability and identify gaps in processes.
When reviewing your provider, look closely at how they use support data:
- Do they show trend lines root cause analysis and recommendations for long term improvements?
- Do they use your operational metrics to challenge assumptions about capacity security or user experience?
A provider that treats data as a strategic asset will help your business shift from reactive firefighting to planned continuous improvement.
2. Does the helpdesk drive measurable business outcomes?
IT support that links technical activity to organisational goals provides greater business value, supporting your growth. To determine how well your provider does this, here are some key things to ask:
- Ask how your provider measures the impact of its service on productivity risk reduction and cost control.
- Request examples of how they have used data to improve outcomes such as reducing repeat incidents increasing first contact resolution or tightening device compliance.
Providers who track these results and share them in plain terms show that they understand the link between technology performance and business value.
If the provider focuses only on fixing faults, you’re likely missing opportunities to refine processes and free up internal capacity.
3. How transparent and high-quality is their reporting?
Does your IT provider deliver pages of incredibly detailed technical jargon? Or is their reporting clear, concise, backed by data and provided on a regular basis?
To determine how transparent your provider is, look for reporting that includes ticket volumes resolution times and backlog information as well as trend analysis that explains what has changed and why. It should be easy to spot emerging risks and successes.
You should also expect openness about service limits constraints or areas where the provider needs cooperation from you.
Effective reporting is the foundation of a trusting partnership with a provider, allowing both sides to act before problems become costly.
4. Does your provider work to align with your wider technology strategy?
No helpdesk should be an isolated operation. An IT provider that delivers greater business value is not only aware of your broader digital plans, but is actively helping to shape, support and achieve them.
How does your provider right now support your goals, say for building modernisation, security and resilience?
- Ask your provider how they align daily support work with your broader roadmap. Do they track which systems need lifecycle attention.
- Do they raise concerns when user behaviour signals poor adoption of tools. Do they help validate whether your technology is delivering the return you expect.
Providers who take a Total Service Partnership mindset look across the whole environment and highlight where process design or cultural issues undermine performance.
5. How responsive is your IT provider’s culture?
Having an IT provider with technical expertise is essential, but not enough on its own to deliver greater business value. Their culture is also critical.
- Does your current provider question your assumptions? Do they give truly honest feedback, using your data is evidence to address even the most uncomfortable truths?
- To assess their culture, a good way to evaluate is to see how your provider responds when patterns show inefficiency or poor practice. Do they escalate what they find, or do they leave it for you to discover?
- Consider also how they treat your users. Are interactions respectful, consistent and outcome focused?
An IT provider that can deliver greater business value is less of a service provider and more of a partner. If your provider does act more as a partner, its then time to determine if they are the right kind: accountable, respectful and honest.
What if I want greater value?
If you’ve answered all these questions and found your IT provider ticks all the boxes, congratulations – we hope this list has helped inform your strategy moving forward and affirm the value they provide.
However, if you’ve found your IT provider doesn’t deliver this greater value, you may want to explore alternatives moving into 2026. Alternatives like a data-first Technology Success Partner (TSP).
As opposed to a traditional MSP, which delivers a list of set IT services, a TSP is focused on helping businesses leverage data and technology to drive business goals, improve processes and guide decisions.
Moving into 2026, as data regulations tighten and technological development continues, never stop evaluating the value your IT provider brings.
Are they in the background or the foreground, and where do you want them to be?