In today’s digital-driven business landscape, managed IT services are no longer a luxury — they’re a necessity. As companies look for ways to streamline operations, secure data, and optimize their workforces, Managed Services Providers (MSPs) step in as strategic partners. But there’s a growing trend of Internet Service Providers (ISPs) marketing themselves as MSPs, promising full-service IT management alongside internet connectivity.
At first glance, this might seem like a convenient all-in-one solution. They offer to provide your internet and manage other technology needs. However, when you look deeper, it becomes clear: ISPs don’t make great MSPs. Here are several reasons why:
Different Core Competencies
Internet Service Providers are built around connecting you to the internet and managing that access. Their expertise lies in maintaining and managing large-scale network infrastructure — think fiber optics, routers, and signal towers. They are great at their core competencies such as:
- Installing cabling
- Providing hardware and access points (ex: routers, modems, Wi-Fi devices)
- Delivering bandwidth, uptime, and network access
- Managing the physical infrastructure of the internet
Managed Services Providers, on the other hand, specialize in comprehensive IT solutions and managed IT infrastructure. This includes:
- Proactive IT support
- Cybersecurity strategy and implementation
- Infrastructure planning and optimization
- Help desk services
- Ransomware remediation
- Backup and disaster recovery
Trying to stretch into MSP territory can lead ISPs to overextend their capabilities, offering cookie-cutter solutions that lack the specialization and support businesses truly need.
Support Is Not the Same as Strategy
ISPs are generally reactive. You contact them when something breaks, such as your internet going down, and they try to fix it. How many of us have experienced near-nuclear levels of apoplectic rage trying to get good help from our internet provider when things aren’t working? Aside from airlines, ISPs may be ranked up there for worst perception of customer service. They are even dragged into FTC and Congressional hearings frequently to answer for their poor support.
Managed Service Providers not only promise it, but thrive on proactive support. The mission is to prevent problems before they happen, not just respond to them. They continuously assess your systems, recommend improvements, and align your technology with your business goals. Examples of this include conducting technology business reviews, assessing your technology stack and regularly monitoring to ensure compliance requirements are met. That strategic IT partnership is something most ISPs simply aren’t built to provide.
According to BroadbandNow, there are 2,889 ISPs in the United States, with several large companies having a presence throughout the country. As a result, ISPs focus on scale, which often means a lack of personalization in customer service and customization. Similarly, a study from professional services automation tool ConnectWise estimates there are around 40,000 managed service providers in the US. With that level of coverage, MSPs can focus on providing custom solutions and ensuring the right tools are in place for your business.
Security Is an Afterthought
While ISPs may offer basic security features such as like firewalls or DDoS protection, true cybersecurity requires a layered security approach. An example of this includes:
- Endpoint detection and response
- Multi-Factor Authentication (MFA)
- Regular assessments and 24-7 monitoring
These are not nice-to-have features but core strategies that managed IT service firms provide. ISPs frequently miss the mark on security because it’s not their specialty.
Vendor Lock-In and Lack of Flexibility
When ISPs try to act as MSPs, their managed services offerings often come bundled with, or are dependent on, their internet services. That can limit your options and lock you into a single provider, whether their solution is the best fit for your business.
True MSPs are usually vendor-agnostic and customer-focused. They design solutions that meet your unique needs and not a specific product. Need advanced hardware to optimize your Wi-Fi capability in your manufacturing facility? Your MSP can help scope and provide that technology. Need highly secure data protection to protect sensitive customer data, your MSP can recommend and help manage those tools. These are custom solutions, not cookie-cutter add-ons.
“Good Enough” IT Support Doesn’t Cut It
At the end of the day, working with an ISP that acts like an MSP is like asking your plumber to do your electrical work. Just because it’s all “in the house” doesn’t mean it’s all done well. What you don’t want is a jack of all trades and a master of none. When it comes to your data protection, cybersecurity and technology support, you need that IT mastery.
Ready to engage an MSP?
At Mirazon, we provide that expertise and IT mastery. We are a Managed Service Provider (MSP) that has been helping businesses use technology to elevate their business for 25 years in Louisville, KY and beyond. Our team is made up of seasoned engineers who are passionate about solving problems and delivering smart, strategic solutions. We think about the business holistically and how technology solutions help advance your goals and keep your data safe.