Choosing a managed service provider (MSP) could be one of the most impactful decisions you ever make. The right partner will improve productivity, minimise downtime, and strengthen your security. The wrong one will often do the opposite, creating more problems than they solve.
But the wide range of options available, each shouting from the rooftops that they are the best MSP, can make it very difficult to choose. Decision paralysis quickly sets in – and before you know it, the partnership you had hoped to solidify within the next two weeks has failed to manifest for three months straight.
The solution, luckily, is simpler than you think.
The Purpose of a Managed IT Services RFP
A request for proposal (RFP) outlines your planned initiative or project, and invites potential partners to bid on it. In this case, you would use such a document to help you determine which managed service provider (MSP) is best suited to your business. These are not always used, but can provide significant value for organisations struggling to make a decision – particularly if you lack the internal resources to thoroughly vet out MSPs through more traditional means.
A well-designed managed services RFP will help you:
- Assess vendors based on their ability to meet service level expectations.
- Understand how each MSP manages security, compliance, and escalation procedures.
- Identify operational risks before signing a contract.
Writing an Effective Managed IT Services RFP
1. Provide an Overview
Start with a brief introduction to your business. Include information on your main product or service offerings, your company goals, and any other relevant context. Be clear and concise. Your goal is to help potential MSPs understand who they are partnering with.
2. Clarify the Project’s Purpose
Explain why you’re issuing the RFP: the project objectives, the type of assistance you’re seeking (e.g. security, consulting), and what outcomes you expect.
3. Define Scope and Budget
Detail the deliverables required, outline specific tasks the MSP would be responsible for, and provide a budget range.
4. Describe Submission Instructions
Share key dates (including the submission deadline), and explain how you would like to receive responses. For instance, you may want a PDF sent via email within one month.
5. Set Your Criteria
List the criteria by which you will assess proposals. Define your scoring system and criteria, so respondents can tailor their submissions and you can easily compare your options.
6. Outline Terms, Conditions, and Requirements
Provide any important terms and conditions that your chosen MSP must be aware of. For example, this would be the space to mention a non-disclosure clause.
Review and Finalise
After drafting your RFP, circulate it internally for feedback. Revise as needed, edit for clarity and tone, then finalise the document.
Quick Summary: RFP Creation
Using the Scoring Matrix to Evaluate Proposals
Sending out your RFP is only step one. You will also need a clear selection process that allows you to objectively compare your options. This is the purpose served by a scoring matrix. You use this to:
- Assign weightings to categories
- Score each provider based on how well they match the criteria
- Use the total to guide discussions and justify your final decision
While our downloadable template provides one example of what this might look like, remember that each business (and project) is unique. You may need to adjust the details based on your specific needs.
Stuck on what to score? Here are some important managed IT metrics
MSP Must-Haves: What to Include in Your Scoring Criteria
Among other things, you should always consider the following factors when hiring an MSP:
- Security: Do they prioritise cyber security? What measures will they put in place to protect your data and systems?
- Compliance: Do they comply with any specific security frameworks (such as NIST or the Essential 8)? Do they understand your local regulations, and commit to helping you comply with those?
- Timelines: If this is a short-term project, how quickly do they expect to have it completed? If it’s long-term, how long will it take them to address issues?
- Responsiveness: How fast do they respond when prompted for information or action? Do they require reminders to complete the task asked of them, or does it get done the first time?
- Communication: What are their expected timelines and parameters for communication? Do they guarantee a response within a certain timeframe?
- Escalation: What are their approved escalation procedures? Under what circumstances do they consider it appropriate to escalate a matter?
- Skills and Specialisations: Do they have the necessary skillset to effectively address your needs? Can they provide examples of past projects/clients?
- Proactivity: Do they take initiative to proactively resolve issues?
- Cost: How much will they charge, and is that within your budget? Do they provide multiple service tiers?
- Deliverables: What deliverables do they guarantee? Are they described clearly and specifically?
- Terms of Service (ToS): What are their ToS and SLAs (service level agreements)?
Best Practices for Issuing Your Managed IT Services RFP
- Timing: Allow 3-4 weeks for responses, plus time for evaluation and interviews.
- Stakeholder Input: Involve critical stakeholders early in the process. This secures buy-in and helps you identify your needs.
- Clarity: Outline your decision criteria upfront, to ensure vendors can align their responses with your goals (or inform you early if they won’t be suitable).
Frequently Asked Questions
Do I Need a Managed IT Services RFP template?
While you can certainly write your own RFP from scratch, you may find a template highly valuable. It can guide your efforts and drastically shorten the process. Remember that if a given template does not quite meet your needs, it can be adjusted.
How do I score MSP proposals effectively?
Use a weighted criteria that reflects your specific priorities. Be objective, and provide a brief explanation to your applicants.
Why is Security Important to Include in My RFP?
Your chosen MSP will have access to highly sensitive systems and data. A failure on their end to prioritise security introduces additional risk, and could jeopardise your entire company.
Discover the security challenges your business is up against
How can an RFP help Small Perth Businesses?
An RFP structures your search, and simplifies the selection process. While this is useful for any Perth business, it’s particularly helpful for smaller organisations with limited resources and manpower. It significantly reduces the strain on you and your team.
I Sent Out My RFP. How Long Should I Wait for Responses?
Allow about 3-4 weeks for responses. Remember that, like you, MSPs are busy and may not be able to fill out the RFP immediately. Extended delays, repeated reminders, or a failure to follow instructions may indicate a problem, so pay close attention to who answers first and how thoroughly they answer your questions.
Download Your Free Managed IT Services RFP Template Today
Hiring an MSP is a major investment – and like any other initiative, it must pay off to be worthwhile. The wrong decision here could cost your business far more than this one project or contract period. It may cause security risks, inefficiencies, and outages that continue to harm you well into the future. An RFP helps you avoid this, by ensuring that you choose right the first time and find the best fit for your needs.
Are you struggling to make a confident choice? As a recent recipient of the MSP Select award, we know how much of a difference your partners can make. That’s why we’ve created a free RFP template and scoring criteria. Fill out the form below to download and get started.
