Introduction:

In the world of Managed Service Providers (MSPs), operational maturity isn’t just a buzzword—it’s the difference between struggling to keep up and smoothly scaling your operations. At Q Labs, we’ve extended the 5-level Operational Maturity Model (OML) to specifically focus on RMM usage and automation. Let’s dive into each level and see where your MSP stands.

Level 1: Reactive (The Rookie Agent)

Characteristics:

• RMM used primarily for remote access
• Almost all tasks performed manually
• No standardized processes
• Purely reactive approach to IT management

If you’re here, don’t worry. Even James Bond started as a rookie. The key is recognizing the need for improvement.

Level 2: Efficient (The Field Agent)

Characteristics:

• Basic use of RMM for monitoring and alerts
• Some repetitive tasks automated
• Beginning to standardize processes
• Mostly reactive, with some attempts at proactive management

You’re starting to use your tools more effectively, but there’s still room for improvement.

Level 3: Proactive (The Special Agent)

Characteristics:

• Regular use of RMM for monitoring, alerts, and basic automation
• Technicians manually initiate automations for common tasks
• Standardized processes for most common scenarios
• Balance of reactive and proactive approaches

Now you’re cooking with gas! Your MSP is starting to leverage automation effectively.

Level 4: Aligned (The 00 Agent)

Characteristics:

• Extensive use of RMM for automation and management
• Most routine tasks automated, often with minimal technician intervention
• Standardized and documented processes for nearly all scenarios
• Primarily proactive approach, with continuous improvement efforts

At this level, your MSP is operating like a well-oiled machine. Bond would be impressed.

Level 5: Strategic (The Q of MSPs)

Characteristics:

• RMM fully integrated into a comprehensive management and automation platform
• Advanced automated workflows, often triggered without any technician intervention
• Predictive maintenance and issue resolution
• Continuous optimization of automation scripts and workflows
• Strategic use of data for decision-making and service improvement

If you’ve reached this level, congratulations! You’re the Q of the MSP world, always one step ahead of the game.

Conclusion:

No matter where you are on this scale, there’s always room for improvement. At Q Labs, we specialize in helping MSPs climb the ladder of operational maturity. Whether you’re a rookie agent looking to automate your first process or a seasoned operative aiming for that strategic edge, we’ve got the tools and expertise to help.

Ready to assess your MSP’s operational maturity and take the next step? Take our quick OML assessment or book a strategy call with one of our experts using our Scheduling Apparatus. Remember, in the world of MSPs, the only way is up!