Self-Assessment Tool for MSPs
Welcome to Q Labs’ RMM Operational Maturity Level (OML) Assessment. This tool is designed to evaluate your MSP’s maturity specifically in the realm of Remote Monitoring and Management (RMM) usage and automation. While a high score in RMM usage is a crucial component of overall operational maturity, it’s important to note that this assessment focuses solely on this aspect. True operational maturity encompasses various other factors such as business processes, service delivery, customer experience, and strategic planning. Our goal with this targeted assessment is to help you identify areas for improvement in your RMM practices, which can significantly impact your overall efficiency and service quality. Use these insights as a starting point for enhancing your MSP’s operations, keeping in mind that it’s one piece of the larger OML puzzle.
Instructions: Rate your MSP’s practices on a scale of 1-5 for each question, where 1 is “Strongly Disagree” and 5 is “Strongly Agree”.
- Our RMM tool is used for more than just remote access and basic monitoring.
- We have automated the majority of our routine tasks and processes.
- Our technicians rarely need to manually intervene in common, repeatable processes.
- We have standardized and documented processes for most client scenarios.
- Our RMM automation triggers proactive actions without technician initiation.
- We regularly review and optimize our automation scripts and workflows.
- We use data from our RMM tool to make strategic decisions about our services.
- Our client onboarding process is largely automated through our RMM tool.
- We have integrated our RMM tool with other key systems (PSA, documentation, etc.).
- We can quickly deploy new tools or updates across our client base without manual intervention.
Scoring:
- 10-20: Level 1 (Reactive)
- 21-30: Level 2 (Efficient)
- 31-40: Level 3 (Proactive)
- 41-50: Level 4 (Aligned)
- 51-50: Level 5 (Strategic)
RMM-Focused 5-Level OML Framework
Level 1: Reactive Characteristics:
- RMM used primarily for remote access to client endpoints
- Almost all tasks performed manually by technicians
- No standardized processes for common tasks
- Purely reactive approach to IT management
Level 2: Efficient Characteristics:
- Basic use of RMM for monitoring and alerts
- Some repetitive tasks automated, but majority still manual
- Beginning to standardize some processes
- Mostly reactive, with some attempts at proactive management
Level 3: Proactive 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
Level 4: Aligned 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
Level 5: Strategic 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