CompTIA (the Computing Technology Industry Association), with an assist from Service Leadership Inc., is launching a "best-in-class" index to help managed service providers discover and embrace best practices for success. The index is part of a broader Managed IT Services push at CompTIA, one of several organizations seeking to transform good MSPs into great MSPs.
According to a CompTIA press release:
The CompTIA Managed Services Best-in-Class Index ... will identify and provide comprehensive analysis on more than 45 critical factors and ratios that affect success or failure in the managed services market. The report will include analysis, commentary and recommendations for managed services providers looking to attain best-in-class performance.CompTIA says data for the index is being collected through an online survey, available at www.comptia.org. The index will address areas such as network operations center headcount; managed services contract types; service issue resolution method and success rates; use of partnering; and account growth and attrition. Data will be analyzed and segmented in several ways, such as by customer size, service provider size and profitability levels, according to the CompTIA release.
The Bigger PictureThis is just an educated guess, but I'd expect CompTIA to heavily promote the index findings or the ongoing study during the association's Breakaway event in August and/or the Managed IT Services Summit in October.
CompTIA's index is part of a larger trend in the managed services industry -- where multiple organizations and media companies are striving to identify and document the secrets to MSP success. Two examples:
- MSP Partners and IPED (The Institute for Partner Education Development, owned by EverythingChannel) offer an MSP benchmark tool on the MSP Partners site.
- Untangle, an open source security company, unveiled a managed services benchmark study in mid-2008.
For example: Our report identifies 100 of the world's most successful MSPs. However, third-party research (from CompTIA, MSP Partners, etc.) can give us all a better look at the business practices that make the best MSPs so successful.
Closing thought: If you're producing best practices research for managed service providers, feel free to post a comment below to alert our readers.
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