Managed IT Services
Reviewed by Sarah Mitchell, CISA A technology roadmap starts with business direction and works backward to determine what IT infrastructure supports that direction, yet Gartner research found that 65% of IT roadmaps fail because they start with technology rather than business strategy. Your MSP should help build a 12 to
Managed IT Services
Reviewed by Sarah Mitchell, CISA Quarterly business reviews should be strategic alignment sessions, not dashboard presentations, yet a 2023 Channel Futures survey found that 72% of organizations felt their QBRs focused too heavily on operational metrics and too little on business alignment. An effective QBR covers performance against SLAs, progress
Managed IT Services
Reviewed by Sarah Mitchell, CISA Clear escalation procedures reduce mean time to resolution by 40 to 60% according to ITIL framework benchmarks, because they eliminate the ambiguity that keeps first-level technicians working alone on problems beyond their capability. Well-defined severity levels, time limits at each tier, and named
Managed IT Services
Reviewed by Sarah Mitchell, CISA Communication failures are the leading cause of MSP relationship breakdowns, with a 2023 Channel Futures survey finding that 68% of organizations that switched MSPs cited poor communication as a primary reason. Structured communication protocols covering regular touchpoints, change notification, escalation paths, and emergency procedures prevent
Managed IT Services
Reviewed by Sarah Mitchell, CISA MSP onboarding takes 60 to 90 days for a mid-sized organization and follows five phases: discovery, inventory, baseline establishment, access provisioning, and operational transition. A 2023 CompTIA study found that organizations with structured onboarding processes experienced 45% fewer service disruptions in the first year