10 Characteristics of an Ideal Managed Services Provider

by Conduent

Selecting a Service ProviderIn our last post, we considered internal factors that organizations should evaluate when deciding whether and how to allocate responsibility for e-discovery between in-house and external resources. However, as they choose the model that best meets their needs, they must also consider external factors, critically evaluating their potential partners.

As discussed in a Xerox whitepaper, Right-Sizing Electronic Discovery: The Case for Managed Services, here are the top 10 criteria organizations should look for when choosing an e-discovery service provider:

1. Track record: The provider should have deep experience in multiple phases of e-discovery along with seasoned personnel, including project managers, who can work closely with the organization to plan discovery strategically.
2. Flexibility: E-discovery isn’t one-size-fits-all. The best providers tailor their approaches to each client and matter, customizing their services to match the clients’ requirements and goals. This includes flexible technology options—i.e., it can be accessed via a cloud-based hosted model, installed on premises or a combination of both.
3. Budget Predictability: Pricing agreements should be transparent and predictable; otherwise, cost discussions (and hidden costs) may threaten to overshadow the project. For example, look for vendors willing to offer unlimited and concurrent software licensing, which will improve scalability in users, data volume, and matters without incurring additional costs, along with all-inclusive functionality. For example, conduct due diligence on service providers offering fixed monthly fees—they may charge separately for analytics and users.
4. Flexible Staffing: Staffing options should allow organizations to fill gaps remotely, on-site or a combination of both on an on-demand basis to maximize efficiencies in resources and costs—providing external support to the internal litigation support team.
5. Technology: The provider should offer the latest e-discovery technology, such as technology-assisted review (TAR) and advanced analytics, to employ as needed in large matters to limit the time and cost of review. Often, a provider who has developed its own e-discovery review platform will be more responsive to client needs with respect to development.
6. Security: Make sure the provider has multiple tiers of security and redundancy. The provider should be ISO 27001 certified and offer business continuity planning and disaster recovery services.
7. Confidentiality: The provider should have experience handling confidential and proprietary information and should have mechanisms in place that facilitate protecting this sensitive data.
8. Methodology: The provider should have repeatable, reliable methods for every stage of the e-discovery spectrum, along with robust chain-of-custody protocols. All workflows should be proven and documented.
9. Scalability: The provider should have the ability to handle, process, host, and store large amounts of data. Be sure you understand any data center capacity constraints or limitations.
10. Global Presence: Look for a provider with the ability to support projects domestically and internationally, regardless of scale, language, or scope, with data centers that offer localized support.

Managed service providers should also have well-defined plans for the deployment, in whatever form it takes. That plan should include, at a minimum, detailed information on the project rollout and management; a staffing plan; training programs; user provisioning; and, proven documented workflows.

For most organizations, outsourcing some processes as part of a managed services model makes sense. However, organizations should understand their own needs and carefully vet potential partners.


Written by:


Conduent on:

Readers' Choice 2017
Reporters on Deadline

"My best business intelligence, in one easy email…"

Your first step to building a free, personalized, morning email brief covering pertinent authors and topics on JD Supra:
Sign up using*

Already signed up? Log in here

*By using the service, you signify your acceptance of JD Supra's Privacy Policy.
Privacy Policy (Updated: October 8, 2015):

JD Supra provides users with access to its legal industry publishing services (the "Service") through its website (the "Website") as well as through other sources. Our policies with regard to data collection and use of personal information of users of the Service, regardless of the manner in which users access the Service, and visitors to the Website are set forth in this statement ("Policy"). By using the Service, you signify your acceptance of this Policy.

Information Collection and Use by JD Supra

JD Supra collects users' names, companies, titles, e-mail address and industry. JD Supra also tracks the pages that users visit, logs IP addresses and aggregates non-personally identifiable user data and browser type. This data is gathered using cookies and other technologies.

The information and data collected is used to authenticate users and to send notifications relating to the Service, including email alerts to which users have subscribed; to manage the Service and Website, to improve the Service and to customize the user's experience. This information is also provided to the authors of the content to give them insight into their readership and help them to improve their content, so that it is most useful for our users.

JD Supra does not sell, rent or otherwise provide your details to third parties, other than to the authors of the content on JD Supra.

If you prefer not to enable cookies, you may change your browser settings to disable cookies; however, please note that rejecting cookies while visiting the Website may result in certain parts of the Website not operating correctly or as efficiently as if cookies were allowed.

Email Choice/Opt-out

Users who opt in to receive emails may choose to no longer receive e-mail updates and newsletters by selecting the "opt-out of future email" option in the email they receive from JD Supra or in their JD Supra account management screen.


JD Supra takes reasonable precautions to insure that user information is kept private. We restrict access to user information to those individuals who reasonably need access to perform their job functions, such as our third party email service, customer service personnel and technical staff. However, please note that no method of transmitting or storing data is completely secure and we cannot guarantee the security of user information. Unauthorized entry or use, hardware or software failure, and other factors may compromise the security of user information at any time.

If you have reason to believe that your interaction with us is no longer secure, you must immediately notify us of the problem by contacting us at info@jdsupra.com. In the unlikely event that we believe that the security of your user information in our possession or control may have been compromised, we may seek to notify you of that development and, if so, will endeavor to do so as promptly as practicable under the circumstances.

Sharing and Disclosure of Information JD Supra Collects

Except as otherwise described in this privacy statement, JD Supra will not disclose personal information to any third party unless we believe that disclosure is necessary to: (1) comply with applicable laws; (2) respond to governmental inquiries or requests; (3) comply with valid legal process; (4) protect the rights, privacy, safety or property of JD Supra, users of the Service, Website visitors or the public; (5) permit us to pursue available remedies or limit the damages that we may sustain; and (6) enforce our Terms & Conditions of Use.

In the event there is a change in the corporate structure of JD Supra such as, but not limited to, merger, consolidation, sale, liquidation or transfer of substantial assets, JD Supra may, in its sole discretion, transfer, sell or assign information collected on and through the Service to one or more affiliated or unaffiliated third parties.

Links to Other Websites

This Website and the Service may contain links to other websites. The operator of such other websites may collect information about you, including through cookies or other technologies. If you are using the Service through the Website and link to another site, you will leave the Website and this Policy will not apply to your use of and activity on those other sites. We encourage you to read the legal notices posted on those sites, including their privacy policies. We shall have no responsibility or liability for your visitation to, and the data collection and use practices of, such other sites. This Policy applies solely to the information collected in connection with your use of this Website and does not apply to any practices conducted offline or in connection with any other websites.

Changes in Our Privacy Policy

We reserve the right to change this Policy at any time. Please refer to the date at the top of this page to determine when this Policy was last revised. Any changes to our privacy policy will become effective upon posting of the revised policy on the Website. By continuing to use the Service or Website following such changes, you will be deemed to have agreed to such changes. If you do not agree with the terms of this Policy, as it may be amended from time to time, in whole or part, please do not continue using the Service or the Website.

Contacting JD Supra

If you have any questions about this privacy statement, the practices of this site, your dealings with this Web site, or if you would like to change any of the information you have provided to us, please contact us at: info@jdsupra.com.

- hide
*With LinkedIn, you don't need to create a separate login to manage your free JD Supra account, and we can make suggestions based on your needs and interests. We will not post anything on LinkedIn in your name. Or, sign up using your email address.