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IT Maturity is effectively how well you (or your clients) are utilizing technology within their business. Working within the MSP environment, IT Maturity Matrices are commonly created and when a client is brought onboard or during a QBR (Quarterly Business Review) the IT Maturity is generally discussed to help the business technology processes improve. These are also commonly tied into Roadmaps.

Levels of Maturity

Although the levels of maturity are commonly bespoke within MSPs, they are generally staggered around the following 5 points:

  • Chaotic – Constantly disorganized and unpredictable. Issues are purely reactive and no standardization exists within the network.
  • Reactive – Tend to be aware and open to discussion about implementing IT solutions to improve the network, but without commitment or best practices being adopted.
  • Predictable – Companies tend to adopt to generally accepted solutions and adopt proactive support and monitoring. Standardization becoming apparent making IT faults predictable and easier to diagnose.
  • Integrated – Highly efficient and fully documented IT solutions. Companies follow best practices and have excellent documentation and are following processes and standards.
  • Strategic – Innovating and constantly improving efficiency and strategic business processes. Clients tend to adapt business metrics and make informed, forward-thinking decisions about future improvements.

Discovering Client Levels

The easiest way to measure this would be to create a matrix within Excel and simply create a series of benchmarks such as Anti-Virus, Backups, Disaster Recovery, 3rd Party software, documentation platform, hardware plans (HaaS) and creating a score-based formula depending on how well your client has embraced technology.

Why Bother?

IT Maturity scores are a great way of creating BI (Business Intelligence) reports and metrics to evaluate which of your clients tend to be ‘good customers’. It’s also a great way of sitting down with your client to discuss improvements and create a roadmap. Evaluating issues such as ‘Devices over X years old’ means you can create a plan to replace X amount of devices per month for example.


As a sales tool for the IT Maturity, you could offer a reduced cost for support if they are higher maturity. This works both ways, as they are investing more money into better IT systems, and therefore, they are less likely to have random issues occur.



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