Understanding the distinction between the advice and consulting services your Managed IT Services provider can provide will help you understand more about when and how to ask for the information in need, and what to expect as a follow-up. This clarity helps keep all our expectations aligned and ensures a smoother, more productive working relationship.
By David Buchan, Business Technology Consultant
Imagine you’re at a crossroads. There are two signs to where you need to go and they’re pointing in opposite directions – turn right for the scenic route, turn left to the expressway. You’re in unfamiliar territory so you stop and ask a friendly local which way is better. Your new friend says most people take the expressway at this time of year because of heavy rains. Armed with this tip, you know which way to go and now fire up the GPS and follow its guidance, alerts and warnings to get you exactly where you need to go in the safest, most efficient way possible.
In this case, it’s pretty obvious that your new friend gave you some advice. On the other hand, the GPS then delivered a detailed roadmap that is the product of someone planning, mapping, monitoring and guiding you along your journey to success. That’s consulting. In this example, the distinction is pretty clear. But what about when the stakes are high and business continuity, IT security, business viability and performance or personal data or security are at risk? How you ask for assistance helps your Managed IT Services provider know precisely whether you just want to be pointed in the right direction, or need step-by-step guidance to get where you’re going.
Here’s how you can better understand the difference between advisory and consulting services provided by your IT services provider, what to ask for to get the right answers you need, and what to expect.
Advice = General Guidance
What does Advice look like?
General Guidance: If your questions are broad and seek general insights, suggestions, or recommendations, you are likely looking for advice. For example:
- “I was wondering if…”
- “What do you think about…?”
Informal and Brief: Advice is typically informal and doesn’t require in-depth analysis or a detailed plan. It is often provided at no additional cost and can be addressed quickly. We will readily offer advice on a range of IT topics including:
- Best practices for data backup
- Latest trends in cybersecurity
- How is AI impacting businesses
Where to go for advice
In the first instance, just call us. MSPs like Maxsum will also typically provide advice through a variety of mediums through blog articles, newsletters, webinars or events, on support calls, over the phone, in initial meetings or regular account management meetings.
Consulting = In-Depth Analysis and Solutions
What does Consulting look like?
Consulting, consulting services or consulting engagements, on the other hand, are a more formal and structured service.
In-Depth Analysis: If your questions require a thorough analysis of specific needs, challenges, and goals, you are likely seeking consulting services. For example:
- “I need a report advising on the best way to protect my team’s devices using mobile device management.”
- “We need a report and analysis of our current IT infrastructure and recommendations for improvements to enhance security and efficiency.”
- “How long would it take to migrate our data to a new cloud platform, what would the risks be to us and how can they be managed.”
Formal, Structured & Detailed: Consulting involves a more formal and structured approach, requiring significant time and resources to develop tailored guidance, solutions, detailed plans, and actionable strategies. Consulting engagements will take more time and potentially require input from various stakeholders, and so will be charged for accordingly. Consulting is specific to your organisation’s unique circumstances and needs, often involving audits, research, analysis, or the creation of a customised plan, strategy or roadmap.
How to access consulting services
Whilst many MSPs offer technical advice, not all MSPs will have the strategic capability inhouse to be able offer business technology consulting, governance assistance or detailed strategic reviews and recommendations. Working with a mature Managed IT Services provider that has proven technical, advisory and consulting capabilities will ensure that your technology is managed with your bigger picture in mind, and your bigger picture is used to define the technology that’s best for your organisation’s specific purpose and objectives.
The Grey Area…
In some cases, you may believe you are merely asking for advice, but we may find that providing an accurate and informative response may actually require a level of effort that goes beyond general guidance. If we determine that your request for advice necessitates a deeper dive, we will inform you beforehand and discuss any potential requirements and charges. Our goal is to provide value while being transparent about our services and fees. For example, “I need a report advising on the best way to protect my team’s devices using mobile device management” would be consulting, even though you’re asking for advice.
When you ask for advice, but giving you the answer you need is more complex than you may think
The crossover point between advice and consulting can sometimes be subtle. Here are a few indicators that your request for advice is heading into consulting territory:
- Depth of Inquiry: If your question requires a detailed response that involves research, analysis, or the creation of a customised plan, it is consulting.
- For example, if you ask about whether an external party should be given access to one of your Microsoft Teams, that will be advice. But if you ask about setting up a management and control system for multiple people to access multiple Teams we’ve moved into consulting.
- Time and Resources: If addressing your inquiry requires significant time and resources, it falls under consulting. As a rule of thumb, more than 30 minutes is likely to be consulting, and more than an hour certainly is.
- Specificity: General advice is broad and applicable to many situations, while consulting is specific to your unique circumstances and needs.
If, during our provision of general advice we determine the conversation requires a consulting approach we will let you know before proceeding further. You won’t be charged for the time spent providing general advice up until that point, and progressing with consulting time is always optional. Here’s what will happen next.
- Transparency: We will be clear if we anticipate that your inquiry may transition into consulting and discuss any potential time and costs involved.
- Initial Assessment: We will allow more time or set up another time to conduct a preliminary assessment to better understand the scope of your inquiry.
- Clarification: We will seek to clarify the true nature of your request, identify the precise problem you are trying to solve, determine the level of detail required, and provide you with next steps.
At Maxsum, we are ready and able to provide insightful advice and insights on key developments and best practices across all of our core services and areas of expertise. Our team of Business technology strategy consultants can assist you further in assessing the kind of advice you need and how Maxsum may best deliver the optimal outcomes for your organisation.
Go ahead – Get in touch to ask that burning question today
