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When it comes to evaluating your current provider, or understanding how to vet a list of providers you’re evaluating, here are the right questions to ask. How a provider answers these questions will tell you everything you need to know about the quality of service you can expect.

 

1. How do you track end-user requests and reported issues?
2. How do you prioritize these requests and ensure timely execution?
3. How do you escalate cases and get notified when things go south?
4. Do you know what your clients think of the service you provide, how do you get that feedback, and what do you do with it once you receive it?
5. Do you know the work that your team has to do on a recurring cadence to ensure the health of your environment? Can you measure it? And more importantly, can you present it to your stakeholders?

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