Find out whether the services provider has a “break/fix” mentality or a proactive approach that emphasizes problem prevention and continuous improvement. Look for a provider that goes beyond simple monitoring and device management; for example, employing sophisticated technologies like advanced analytics can drive incident prevention by analyzing failure patterns across platforms and processes, affording visibility into areas for customer and service provider improvement. The provider should employ sophisticated back-end technology like automation across all offered managed services. Look for technologies that provide such capabilities as sophisticated alert mechanisms, automated workload categorization and prioritization, incident escalation and remediation. Ask to what degree the services provider uses automation to reduce human intervention and improve quality and productivity.