Navigating the Switch to an MSP: Advice from Hussey-Mayfield Memorial Public Library

The Hussey-Mayfield Memorial Public Library in Zionsville was entering a new phase for their IT. But before that phase could start, they had a big decision of how to move forward with their IT management.

As they assessed their needs, they realized making the leap to a managed service provider (MSP), while a big transition for their operations, could provide a cost-effective way to solve their problems and meet their growth goals. They just had to find the right IT firm for the job.

Finding the Right IT Service Provider

As they started meeting with different tech firms and moving through the quoting process, the AxiaTP team stood out to their team for a few reasons. 

First, working with a local Zionsville IT service provider was important since it meant they would be supporting the local economy. Second, their conversations with the team showed that AxiaTP was interested in truly knowing and understanding the organization. 

“The sales process was very much them trying to understand where we were and where we needed to go,” said Kimberly Lane, Assistant Director of Operations as the Hussey-Mayfield Memorial Public Library. “AxiaTP had answers to our questions and concerns and were willing to work with us on those concerns.”

Getting Started with an MSP

While the Hussey-Mayfield team was excited to get started with AxiaTP, it took a bit of a learning curve to go from in-house IT to an external support team. 

“The biggest pain point in going to managed IT was adapting to not having someone physically present in the building,” Lane said. 

Going through a formal ticketing process was a new experience, but the AxiaTP team was prepared for this transition and provided ample training and flexibility during the learning process.

“AxiaTP has been great at working with us to understand and find ways to change their procedures so that we’re making the best use of everybody’s time,” Lane said.

Building a Relationship

Starting any new vendor partnership requires building relationships in order to be successful. 

“It’s very collaborative, the work we’re doing,” Lane said. And building a collaborative relationship with AxiaTP has helped Hussey-Mayfield not just with daily IT needs, but bigger picture goals and ideas. 

Lane notes that the AxiaTP was able to help identify problems within their IT—some known and some new to the Hussey-Mayfield team—early on. Part of their collaboration has been navigating within Hussey-Mayfield’s confines as an organization with limited resources trying to stretch its dollars.

“Their whole team has been understanding while trying to move us forward at the same time,” Lane said. “They’re very responsive and have been on-site multiple times. We’ve built some nice collegial friendships with team members.”

Setting Your Business Up for MSP Success

Are you considering the switch to an MSP? Bringing in an IT partner is a big step. Here are a few additional tips from Hussey-Mayfield’s experience on how to successfully navigate and utilize your new relationship.

Make Sure You Feel Understood, Not Judged

Don’t start a relationship on a negative note! If you’re operating with outdated hardware and/or software solutions, you might be intimidated to admit you’re not on the cutting edge. 

Lane joked that AxiaTP didn’t respond negatively to their outdated software, but it’s important to remember you shouldn’t feel judged by your current situation. The right MSP is going to respect where you are and be invested in moving your business forward. The most successful relationship is a partnership.

Create and Manage Expectations

As they navigated the adjustment, Lane made sure to build expectations and processes with the internal Hussey-Mayfield team in order to create the most positive experience. A large part of this was managing the switch to a traditional ticketing system and losing that go-to person in the office. 

Consider what processes your team will need and who will be responsible for actions, including if you need a point person for filing tickets and/or general communications with your MSP.

Use Their Expertise

The biggest benefit of an MSP is having access to more extensive knowledge. Use this to your advantage! 

When Hussey-Mayfield needed to work with a third-party vendor, one of their AxiaTP pod team members (part of the CEE model) was able to step in as the more knowledgeable point-person to make sure the project was officially completed. “It’s allowed us to be more successful,” Lane says.

How can AxiaTP help you be more successful? Learn more about what we do.