AV Managed Services Readiness Assessment

March 31, 2025

Text reading "Are you ready for managed services?" over a field of multicolored question marks

For Immediate Release.

Just kidding, this is a blog and we’re not that serious. Plus, we couldn’t find a journalist that wanted to hear about our little project ಥ_ಥ.

A common conversation we have with support partners is about being ready to transition from break/fix to managed services. As a refresher, break/fix is when you wait for a customer to tell you they have a problem, you take care that isolated incident, and that’s the end of it. Most AV integrators can do this just fine. Under managed services, we try to prevent an issue from happening in the first place and if it DOES happen, take care of it and figure out why it happened. There’s more to it, but in short, you want to get from AT LEAST step 1 to step 2 in the service maturity model:

There are a bunch of maturity models, but they all tell a story – chaos to order. That’s what we want with our managed services. To be clear, AV MSP is ready for managed services (of course!), but we recognize that some companies still want to have that some or all of their service in-house.

In response to that, we have developed a Ready for AV Managed Services Assessment. It has 62 assessment points that cover:

Staffing/Contractors
Sales
Onboarding
Service
Renewals
Software
Security compliance

The outcome tells a story of whether you’re ready to grow, if you’re well documented, if you’re missing key pieces of communication, how you are positioned legally, and whether you’re efficient.

Some questions include:

Do you have a dedicated Service Delivery Manager?
Is there sales training on managed services for your sales team?
Do you have a customer onboarding process for managed services?
What ticket request channels do you have?
How do you ensure service renewals are alerting your account team with enough time to present to the customer?
Do you have a customer-facing ticketing portal?
Do you have a tested disaster recovery plan?

If you have trouble answering any of those questions, maybe we should talk! We can help you assess where you are, provide quarterly (or more frequent) check points to keep you on schedule, and can even help augment your services as you’re working on internal improvement.

Here are a few things we provide as part of the assessment:

Dashboarding that provides current and historic scores