How MSP Standardisation Creates Value for IT Support Clients

If you’re thinking about using the services of an IT support provider or Managed Service Provider (MSP), or whether you already do, then it might be worth knowing about the two different approaches that MSPs take.

We’re not talking about supporting Windows vs. Mac, nor preferring Microsoft 365 vs. Google Workspaces. It all boils down to a debate that all MSPs have likely had during their time:

Should our MSP standardise by deploying and supporting a defined set of software solutions for clients, therefore mandating their use among our client base? Or should we aim to support whatever software and tools that each individual client uses?

You’ll find IT support providers from either camp out there in the wild as both approaches have their pros and cons. It never fails to encourage lively discussion within the MSP community too!

So let’s dig a little deeper into this debate. Here, I’ll put forward Penken Technology’s case for being a standardised MSP, and I’ll explain how this approach helps us keep our standards of IT support high. Let’s start from the top.

What’s MSP Standardisation?

MSP Standardisation is where an MSP only supports a certain group of software and IT tools which best serve their clients’ needs and best align with their own support capabilities.

Penken Technology only supports organisations who use Windows PCs and servers. We only provide support for Microsoft 365. And we mandate using the same managed service tools for all of our clients, covering email security, device monitoring software, anti-malware, backups, password management, update automation, and more. This means that we are a strictly standardised MSP.

Why? Because we find that this streamlined approach provides the best investment - both of our time and of our clients’ money. However, I do appreciate that it means we aren’t going to appeal to everyone, for example Google Workspaces users who are unwilling to convert to Microsoft 365.

What’s the Alternative?

Non-standardised MSPs provide support for whatever IT solutions their clients throw their way. This means that they often end up supporting numerous different organisations with myriad different operating systems, security controls, and levels of IT maturity.

When every client uses different software, solving what might be a common, straightforward problem might look very different from client to client. As an IT support provider, simply familiarising yourself with different software for every problem you have to solve can be incredibly time consuming, potentially extending issue resolution times.

This variation between clients can also mean that each client has wildly different levels of security defences and preparedness. This in itself can wind up draining the MSP’s time and resources.

However, this approach does provide one essential benefit to the client: they are free to use whatever software and tools they like, and the MSP will do their level best to support it.

And just to be clear, this article isn’t intended to disparage MSPs who don’t rely on standardisation. There’s room in the industry for all of us! But it’s a debate we’ve all had, and one that I feel the MSP client base should be aware of.

Why MSP Standardisation Creates Value for IT Support Clients

So what’s stopping me, and other owners of standardised MSPs, from saying “we’ll support whatever software you use, come one come all!”?

Well to explain the value that standardisation creates, let’s look at a very similar example: accountancy. Accountancy firms often standardise the accounting software they use, managing all clients’ accounts through one particular platform they are particularly adept at using, like Sage or Xero.

By standardising to a platform they know like the back of their hand, they can provide a better, and more streamlined service to all clients.

In this way, standardisation can also reduce strain on the accountancy firm’s time and capability. There’s not enough time in the day to navigate the constantly changing world of accounting, AND continually maintain relationships with their clients, AND maintain working knowledge of all of the different accounting tools out there.

Therefore, many accountants get rid of that last demand, and standardise to one package that makes the most sense to them and their clients.

This is much the same situation as with MSPs who standardise. We know the tools we use like the backs of our hands, and how they each interact with the other parts of our recommended tech stack. And when we simplify the tools we use, we are freer to deepen relationships with clients and to keep an eye on the wider world of technical developments. This simplicity benefits both provider and client.

7 Reasons Why MSP Standardisation Creates Real Value for Clients

1. Strong Baseline of Functionality, Efficiency & Security

By only deploying a limited, specific mixture of IT solutions, standardised MSPs can ensure a reliable, predictable level of functionality and security to every single client.

Standardisation means that we can audit each solution in depth, only recommending tried and tested tools that we know work together nicely.

2. Enables Deep Knowledge of Selected Tools

Without standardisation, MSPs have to learn all of the individual tools and software that their clients use, rather than becoming specialists in any particular solution.

But working with the same tools, for all clients, day-in-day-out, means that standardised MSPs have an incredibly rich, deep knowledge of the tech that every client is using. This can put us in a better position to minimise client issues and solve problems efficiently.

3. Helps Provide Consistent Support for All Clients

When all clients use the same software, it means that we as their MSP can provide a consistent, uniform, and reliable level of support to all clients. No particular client has an unfair advantage as we are equally familiar with all supported users’ tech stacks.

It also means that when we solve a particular problem for one client, then that solution is likely to also work for other clients with the same issue. This makes IT problem solving highly streamlined and predictable - and isn’t that what we all want from our tech?

4. Minimises Compatibility Snags

Because standardising MSPs like us have checked that all of our approved tools play nicely with each other, there will be far fewer compatibility issues, policy clashes, or other “surprises” to wither your productivity.

In the event that something does go haywire, our in-depth knowledge of each tool puts us in a great position to diagnose and solve that problem - both for you in the here and now, and for future supported users who may encounter the same issue. And if a particular problem starts becoming a common occurrence for clients, we can start to reassess any relevant software and replace it with something less obstructive for all users.

5. Reduces Security Gaps

By specialising in the use and deployment of certain specific security tools, we know precisely where each solution's cyber protections start and end. This helps us keep any potential security gaps to a strict minimum.

In the highly unlikely event that any security loopholes are present, we’re more likely to know about them and can put protections in place if needed.

6. Streamlined Device Spin-Up & Onboarding

As a standardised MSP, setting up new devices for clients is incredibly straightforward. Because we have a mandated software stack for all supported devices, we can get new hardware turned around and ready to deploy enviably quickly.

This sometimes translates to a speedy client onboarding process too, but that can depend on how much has to be changed on existing devices in order to join our standardisation party!

7. Enables Total Client-Provider Transparency

When the entire tech stack is established by both parties at the outset, there’s no confusion about what tools may or may not be supported, and what work is in or out of scope. This reduces the potential for miscommunication and misunderstandings between the client and the support provider.

Penken Technology’s Software Vetting Process

Every year, I personally revisit and reassess each solution that we use and deploy to verify that they are still meeting our exacting quality standards.

When doing so, I ensure that each solution:

• Is fully up to date in line with current technology and best practices
• Still does what our clients need it to do, and meets their broader strategic IT objectives
• Works harmoniously with other parts of our approved tech stack
• Has maintained an impeccable level of service, security, and reliability since the last audit.

When a solution passes these checks, I know it’s something I want Penken Technology to be associated with.

In Conclusion

Though other MSP owner-operators may differ, I personally believe that standardisation is an essential ingredient to providing a reliable, uniform service to all clients; whether you’re a team of 10, 100, or 1,000!

Despite standardisation appearing the more rigid of the two MSP approaches, Penken Technology successfully supports clients of all kinds using this model. That includes SMEs, schools, construction firms, manufacturers, and more throughout the North West - and some beyond!

In fact, standardising our solutions and practices has actually enabled us to help more clients like you. Because we don’t have to start from square one, familiarising ourselves with each client’s individual tools, we can provide each client - and each user - with the same smooth, seamless service from the word “go.”

If your organisation uses Windows; is looking to enhance its use of, or migrate to, Microsoft 365; and this approach appeals to you, then book your zero-obligation IT check-up to discover how Penken Technology can help you.