- Written by Ashley Wyatt - Senior Account Executive Midmarket
- Connect with Ashley on LinkedIn
As modern IT ecosystems grow increasingly complex, the demands on internal IT departments increase exponentially. Yet, many businesses struggle to balance daily IT operations with innovation, security, and long-term strategic planning. This is where Managed Service Providers (MSPs) play a vital role not as replacements, but as strategic and collaborative IT partners to manage your IT.
When your business decides to outsource IT services to a Managed Service Provider (MSP), a well-structured Request for Proposal (RFP) is often a standard requirement. The process is not just about collecting a set number of quotes for comparison, it’s about a a structured, fair and transparent process that helps set the foundation for a strategic and long-term partnership.
An RFP document ensures a Managed Service Provider provides the answers you need to assess their capabilities, service models, and alignment with your business objectives. Many RFP’s are fully bespoke, but to help formulate your businesses RFP, here’s our recommendations on what to include, along with the key questions to ask across each section of the document.
1. Executive Summary and Objectives
Start your RFP with a clear executive summary that outlines your business goals, current pain points, and what you aim to achieve through this MSP engagement.
Answer these questions in your summary:
- What are the primary objectives of seeking an MSP?
- Are you looking to reduce operational costs, improve service uptime, enhance security, or gain access to specialized expertise?
- How does this relationship support long-term IT strategy?
- A clear breakdown of how the RFP will be scored.
This section helps Managed Service Providers quickly understand your intent and align their proposals with your strategic vision. It also helps avoids further initial questions, to speed up the process.
2. Background and Scope of Services
Providing background context about your business, operations, and current IT setup enables the Managed Service Provider to frame their solution accordingly. Clarify what is expected in terms of services, users supported, locations, and critical systems.
Outline the scope clearly:
- Number of users, devices, and office locations
- Core systems and infrastructure in use
- Types of services required (e.g., help desk, infrastructure monitoring, cloud management, security)
- Business hours and expected service availability
- Include an appendix section with any relevant additional information
3. Experience and Qualifications
This is where you evaluate a Managed Service Providers track record and industry expertise. Request information on their company size, years in operation, certifications, and experience in serving similar clients.
Key questions to include:
- What industries do you specialise in?
- Can you share three examples of similar MSP engagements?
- Who will be assigned to our account and what are their certifications?
- Do you hold any relevant certifications (e.g., ISO, Microsoft, Cisco)?
- What is your approach to customer service, meeting SLAs?
- How do you deliver additional, specialist IT Consultancy if required?
You want a managed service provider that not only understands your technical environment but can also scale and evolve with your needs.
4. Methodology and Delivery Approach
Understanding how the MSP plans to onboard, manage, and evolve your IT services is critical. This section should cover their project management approach, escalation procedures, and change management protocols.
Ask for details on:
- Onboarding process and expected timelines
- Day-to-day service delivery model
- How issues and outages are tracked, escalated, and resolved
- Processes for handling updates, changes, and continuous improvement
A clearly defined methodology ensures predictability and accountability.
5. Technology Stack and Integration
You want to work with a Managed Service Provider that can seamlessly integrate into your existing environment and bring innovation to the table. Enquire about the tools, platforms, and frameworks they use to deliver services to assess their approach and capability.
Include these questions:
- What technologies and platforms do you use to monitor and manage services?
- Can your systems integrate with our existing infrastructure (e.g., ticketing systems, cloud providers)?
- How do you stay current with emerging technologies?
- Do you offer automation or self-service capabilities?
6. Security and Compliance
Security should be a core part of any MSP engagement. You need a partner that can protect your data, ensure compliance, and respond swiftly to incidents.
Security-focused questions:
- What cybersecurity measures are built into your service model?
- How do you handle data backups, disaster recovery, and business continuity?
- Are you compliant with industry regulations (e.g., GDPR, HIPAA)?
- How is incident response handled, and how quickly are clients notified?
- Are you ISO 27001 / Cyber Essentials Plus certified?
7. Service Level Agreements and Reporting
Service Level Agreements (SLAs) help define expectations and hold the MSP accountable. Ask for details about their response times, uptime guarantees, and how performance is reported.
Important elements to cover:
- Standard SLA metrics (e.g., response times, resolution times, uptime guarantees)
- Customisable SLA options
- Frequency and format of service reports
- Client access to real-time dashboards or service portals
- How can employees log tickets?
- How are SLAs tracked and what happens when they are not met?
8. Evaluation Criteria and Timeline
To keep your RFP process organised, include a timeline and evaluation process. This allows Managed Service Providers to align their responses accordingly. Allow them sufficient time to respond… 3 days is not enough.
Ensure that you clarify:
- Submission deadlines
- Evaluation criteria (e.g., cost, experience, innovation, SLA strength)
- Dates for managed service provider presentations or interviews and who will be present plus their role in the business.
- Final decision timeline and expected contract start date
9. Pricing and Cost Structure
Pricing should be transparent and detailed. Ask for all-inclusive pricing models, along with breakdowns for optional services and potential cost escalations.
Request information on:
- Monthly/annual fees for standard services
- Setup and onboarding costs
- Hourly rates for out-of-scope work
- Volume discounts or bundling options
A predictable pricing model prevents surprises later on.
10. References and Client Success Stories
Before finalising a partner, it’s wise to speak to current or former clients. Ask the Managed Service Provider to provide references, especially from businesses similar in size or industry to yours and make contact with at least one of them.
Ask for:
- At least three relevant client references
- At least three case studies or success stories
- Evidence of customer retention and satisfaction
- CSAT and net promoter scores
- Live client review examples
An overview of the sections within a Managed Service Provider MSP
Building a strong RFP for a Managed Service Provider is about more than ticking boxes it’s about enabling a clear, structured evaluation that leads to a long term and successful partnership. By asking the right questions in your RFP, your business can confidently select an MSP that aligns with your technical, operational, and strategic requirements.
| Section | Purpose | Sample Questions |
|---|---|---|
| Executive Summary | Define strategic intent | What outcomes are you seeking? |
| Scope of Services | Clarify needs | Which services should the MSP manage? |
| Vendor Qualifications | Assess capabilities | What similar projects have you completed? |
| Approach & Methodology | Outline delivery | What is your onboarding process? |
| Technology & Integration | Ensure compatibility | How do you integrate with our systems? |
| Security & Compliance | Protect operations | What standards do you follow? |
| SLAs & Reporting | Track performance | What are your uptime guarantees? |
| Pricing | Set financial expectations | What is included in your pricing model? |
| References | Validate experience | Can you provide relevant client contacts? |
Opus would be delighted to be considered as a recipient of your RFP, we are an established Managed Service Provider and have a dedicated bid team that produce comprehensive responses to these. Please get in touch via our live chat or contact form.
