Start with the problem a replacement must solve
Write down what you want to retain, improve or add. Use those requirements to compare the incumbent and proposed alternatives. If the concern is delivery, keep the evidence about that concern beside the proposals. A new offer does not establish what went wrong with the current service.
Use how to evaluate your current IT provider to organise delivery questions. If renewal is approaching, confirm your agreement's dates and notice requirements using the renewal guide.
Give each provider the same comparison brief
List the services you need, the systems and locations covered, relevant user and device counts, and the period you want priced. Include relevant services named in any proposal, even if another proposal omits them. Ask each provider to state its assumptions and identify requirements it cannot meet.
Create a column for each proposal and the current agreement. For every requirement, record the document version and page or clause reference, then use these suggested labels:
- Included: identify the fee and the limits stated in the document.
- Excluded: record the wording and how you propose to meet the remaining need.
- Separately charged: record the rate, charging unit and conditions, or mark them as unanswered.
- Unclear or not mentioned: request a written answer before treating the item as included or excluded.
| Requirement | Proposal A | Proposal B | Follow-up question |
|---|---|---|---|
| Support outside agreed business hours | Separately charged; rate stated | Not mentioned | Ask B for the coverage and charging terms; check each against the hours you need |
| Evidence of a restore test | Testing named; covered systems unclear | Test scope described; reporting unclear | Ask both to identify the systems, testing responsibilities and records you would receive |
These entries describe what the hypothetical documents say. They do not establish which offer is better or whether either provider will deliver it.
Ask about the scope that matters to your business
The Canadian Centre for Cyber Security's Cyber security considerations for consumers of managed services (ITSM.50.030) covers provider assessment, access control, recovery and exit considerations. Use those security topics as prompts alongside your own service requirements.
| Area | Ask each provider |
|---|---|
| Support | Which hours, systems and locations are covered? How are priorities defined, and what response or resolution commitments are proposed? |
| Projects and staff changes | Which upgrades, moves and employee setup or departure tasks are included? Which need a separate quote or approval? |
| Licences and quantities | Which licences are included? What counts and charging units are assumed, and how would a quantity change affect the fee? |
| Security and access | Which systems and accounts are covered? Who configures controls, monitors alerts and responds, and what evidence will be available? |
| Recovery | Which systems, objectives and testing responsibilities are proposed? What do the available test records establish, and what is outside their scope? |
| Other suppliers | Who contacts application, connectivity and other suppliers when their involvement is needed? What support is excluded? |
| Exit | What access, data and documentation would be handed over, by whom, in what format and on what agreed timetable? What charges or commitments would remain? |
A request you can adapt
Compare costs without filling gaps with guesses
Use the same currency, period, quantities and tax treatment in your comparison. List recurring fees, one-off work, separately charged usage and any transition costs. Keep a quoted amount separate from your own estimate, and write down the assumptions behind an estimate. Leave an unanswered amount marked unknown rather than entering zero.
Ask the provider to explain a price difference. Do not infer that a cheaper proposal has narrower scope or that a higher price means better delivery. If the available documents do not explain the difference, record that as an open question.
Keep proposed scope separate from evidence of delivery
For the incumbent, compare the current agreement, the renewal offer and delivery records as separate items. For alternatives, request relevant supporting evidence and identify the systems, dates and work it covers. Do not treat a clear proposal or a quick reply as proof of future performance.
Record whether you want to retain the current arrangement, request changes or investigate an alternative, with reasons and unresolved questions. If you are considering a move, use what to check before switching IT providers to examine the handover requirements.
actually. offers an independent review of evidence about your existing IT provider.
The review is a paid service.
If you need a second opinion about the current arrangement, discuss the question and scope before commissioning a review.
