Given the incredible speed of innovation in the IT world, it isn’t surprising that most organizations struggle to effectively implement new technologies while continuing to manage their existing ones. That’s why roughly two-thirds of all organizations in the U.S. rely on managed services providers (MSPs) for essential support.
Selecting the right MSP can be a challenging task, however. An estimated 40,000 providers are operating in the U.S. today, and they can have wildly different skill levels and expertise. To find the right one, organizations must carefully assess the operational maturity of their potential IT partners.
Operational maturity refers to an MSP’s ability to consistently deliver reliable, efficient and high-quality services. Generally speaking, there are five levels of operational maturity. Providers at the lower two levels tend to focus on keeping your systems up and running, while more operationally mature MSPs offer far more strategic capabilities.
5 Levels of Maturity
At level one, MSPs provide on-demand break-fix services using ad-hoc processes and a lack of standardization. Level-two providers have established basic processes for service delivery, incident management and problem resolution, but those processes may not be followed consistently.
Providers at level three have well-documented processes that are followed consistently, and they use more advanced automation and monitoring tools to streamline operations. Level-four MSPs focus on continuous improvement rather than maintenance, using quantitative metrics and measurements to ensure consistency.
Providers at the highest level of operational maturity have a well-defined set of standards that form the foundation of their services. Continuous improvement, increased innovation and advanced automation are key objectives. Level-five MSPs also engage in strategic planning, aligning their services with long-term client needs and industry trends.
Assessing Maturity
To evaluate the operational maturity of an MSP, organizations should analyze a variety of factors that contribute to the provider’s ability to deliver reliable, secure and scalable services. Key criteria to assess include:
- Process documentation. Scrutinize the MSP’s documentation to ensure that there is consistency and clarity in their approach. This step is crucial for understanding how the provider handles day-to-day operations and responds to various scenarios.
- Service-level agreements. Do the provider’s SLAs align with your organization’s requirements? Pay attention to metrics such as response times, resolution times and service availability. The SLAs should be realistic and measurable and align with your expectations for service quality.
- Compliance and security. Ensure the MSP complies with relevant industry regulations and security best practices. Providers should be able to demonstrate compliance with standards such as ISO certifications. They should also have robust data protection protocols, vulnerability management processes and an effective incident response strategy.
- Automation and advanced technologies. What tools and technologies does the MSP employ for monitoring, management and reporting? An operationally mature provider uses automation to streamline processes, improve response times and enhance overall service delivery. The use of cutting-edge technologies reflects a commitment to staying ahead in a rapidly changing technological landscape.
- Scalability and flexibility. Assess the MSP’s ability to scale services to address your evolving requirements. A mature MSP should be proactive in anticipating and addressing scalability challenges.
- Industry experience. Providers with experience in a particular industry are more likely to understand that sector’s unique challenges and requirements. A provider’s experience in your industry contributes to their ability to meet your organization’s specific needs.
Most organizations today need more than basic break-fix services. They need a technology partner offering proactive problem resolution, increased innovation, advanced automation and continuous improvement processes that align with their long-term goals. If you’re in the process of evaluating potential technology partners, give us a call. We’d welcome the opportunity to learn more about your organization and your technology goals.
