How Your MSP IT Maturity Impacts Your Uptime

by | Sep 15, 2023 | INSI Articles, Managed Security Provider

The IT maturity measures three pillars of success (people, processes, and technology) into one comprehensive review of Managed Service Providers (MSPs). It measures the ability of an IT organization to deliver exceptional service and continuous IT capability growth.   

There are several IT Capabilities Maturity Models available. Still, the one that measures MSPs the best is the Gartner Self-Assessment Tool because it is the ultimate litmus test for infrastructure and operations. This tool ties together the three pillars of success: people, processes, and technology into one mechanism for continuous improvement. For this reason, small and medium-sized businesses receive better service from a company that ranks high on the IT Capabilities Maturity Scale. 

How is the IT Maturity Level Measured?

Is the IT maturity level measured in years, processes, experience, or a combination? I have been in this industry for nearly 20 years. During that time, I have seen many MSPs come and go in various ways.  For example, I have witnessed MSPs who sold, stayed stagnant, closed their doors, and even a few who grew and shrank repeatedly. It was clear to me, and others in the industry why some were successful and others weren’t. Hence, it all concerned where they were on the IT maturity scale.

Let’s take a look at the Gartner Self-assessment Tool:

  • Level 1 Awareness – The company is reactive and fighting fires all day in this state. They have no defined processes or technology tools to help them provide consistent service.
  • Level 2 Committed – The MSP invests in industry best practices and initiates formal processes. They invest in a robust ticketing system, network monitoring tools, and asset tracking.
  • Level 3 Proactive – It is not enough to have the technology tools; the MSP must also program them for continuous improvement. For example, use the ticketing system to measure key performance indicators and implement processes to overcome areas of weakness, such as preventive maintenance. In addition, there is a focus on hiring the right engineering talent who can follow procedures, communicate well, and have excellent problem-solving abilities.
  • Level 4 Service-Aligned – The MSP is a trusted business advisor at this level. They have all their people, technology, and processes in place. As a result, they have improved customer support, talent utilization, and decision-making capabilities.
  • Level 5 Business Partner – Finally, the MSP is at a stage where they are forward-thinking and  discovering new ways to help their clients meet their goals through technology.

The more mature the organization is, the better the service you will receive.  Therefore, it is imperative to understand the provider stage in the IT maturity model.

Why Do So Many IT Support Companies Fail?

More is needed than to have bright engineers. Starting an IT support company is expensive and takes years to be profitable. The engineers may know the right concepts, but they can’t measure up without the right technology tools. So, when engineers start their own business, they try to get by on a shoestring budget, believing they are so bright that their clients will put up with it. They find the cheapest tools to manage, monitor, and support their clients. However, in the end, the client gets inferior results. So, if you are wondering why your service levels are inconsistent, this is likely one of the root causes!

INSI Has Invested in a Strong IT Maturity Model

INSI has invested in technology tools, processes, and people to deliver a higher quality of service.  Our primary measurement of quality is client satisfaction. In addition, we used a unique approach to provide customized programs and reduce IT support costs. To find out more click below.

About INSI: The Best MSP in Atlanta!

Innovative Network Systems, Inc. has a unique approach to integrating IT support and cybersecurity. Our month-to-month programs range from basic support to proactive support, managed support, and customized support. Each program is tailored to the client’s needs and internal IT strengths.  

For more information about cybersecurity dangers and the preventative measures for your company, connect with the top MSP in Atlanta; Contact INSI: 770-387-2424, option 2 or click the link below. In addition, we offer 16 different cybersecurity programs to protect you and your data.

About the Author

Deborah Frazier is the author of IT Outsourcing Secrets – A Small Business Guide to Compare IT Support Companies. With nearly 20 years of experience consulting small and medium-sized businesses on their IT support needs, she brings a wealth of knowledge to INSI as Head of Marketing and Sales. If you like this article and want to be notified when a new article is posted, click here.

To make an appointment for more information about INSI and our Marietta and Atlanta metro IT Support services, click here.