As many of us know, Managed Services are offered in a modular way , which allows organizations to contract only those services that they deem appropriate to cover their current and future business needs. Typically, a team project manager will forward IT projects to a team full of software engineers, guide and manage the full scope of the project.
At this point we must consider in what state or level of technological maturity my company is, since in this way we will be able to find out what type of activities are those that I can carry out internally with the resources that we have and what other activities are those that I am interested in outsourcing, since it will be more profitable for me to leave them in the hands of a specialized external provider.
In this way, in a Managed Services Center, the states of technological maturity that we differentiate in the IT departments of an organization are the following:
1. Corrective Level
We would be talking about a Service Desk type support, since the service would focus on providing a single point of contact for the Comprehensive Management of incidents, requests and queries to users, based on ITIL standards.
It is the most basic form of managed services support. It is activated when an incident occurs. It has an impact on the business since during its execution, it can affect one, several or all users.
2. Preventive level
It offers support at the Administration level, providing an attended, updated and protected infrastructure to guarantee the best availability and performance.
Generation of a “Checklist” of planned periodic tasks whose mission is to keep information systems in perfect condition , including patch updates to the latest version of each manufacturer.
3. Predictive level
It is a support at the Monitoring level, providing rapid response to incidents and improving the management of availability, capacity and performance thanks to the real-time analysis of the status and health information of all IT components.
Its main functionality is focused on avoiding or mitigating incidents caused by equipment failures by intervening before they occur.
4. Evolutionary level
Provides support at the evolutionary level through customized IT service management strategy and strategic advice to the CIO/CEO of the service manager.
Among other functions, we highlight the continuous improvement of existing services through their evolution (new versions) or transformation (new products) in line with business needs and market demands.
Once the management of the company, together with the IT department, has identified its state of technological maturity and is able to position itself at the appropriate level within those mentioned, it is time to assess and make the most appropriate decisions regarding those resources that the organization itself is capable of undertaking and which ones it needs to be addressed by experienced professionals.