In 2009, 37 percent of all American businesses reported using outsourced or managed telecommunications.

A recent white paper by industry observer Lisa Pierce (News - Alert) offers tips for organizations thinking of going the managed network route:

Do your homework. Since the shortage of expert staff is one of the many reasons companies turn to managed services, ask potential providers about retention, training and tenure of employees in key line functions.

Know who you are dealing with. If these are strong, long-term relationships, Pierce says, there is every reason for the primary provider to disclose the identity and nature of all the partners it works with in delivering the services and support you are paying for -- and from their point of view, hopefully will be paying for a long time.

Check references thoroughly. Just because somebody hands you a reference don't assume it's a uniformly positive one. And make sure they give you very relevant and very recent customer references. For example, Pierce says, "gauge Day 1 and Day 2 provider performance history, the managed networks of reference customers should be in operation for no more than 18 months." And, she says, be sure to "ask references about their experience with escalations on both installations and Day 2 troubles."

Pierce also reminds you to evaluate the expertise and strengths of the major suppliers working together to provide the managed network services to your company. For instance, WAN services. "In the case of domestic legacy and IP carrier services, it's hard to argue with the expertise and network services scope that facilities-based providers and managed service specialists have to offer."

And check out the ancillary services. As Pierce says, "several managed network and managed services providers also sell their own hosting services," among others.