CompTIA Managed Services Trustmark Quick Start Guide

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1 QUICK START GUIDE MANAGED SERVICES TRUSTMARK CompTIA Managed Services Trustmark Quick Start Guide Managed Services

2 MANAGED SERVICES TRUSTMARK CompTIA Managed Services Trustmark Quick Start Guide Why should IT services professionals start or improve a managed services practice? According to the latest CompTIA Trends in Managed Services research study, solution providers who don t have a viable managed services business are leaving significant revenue opportunities on the table. In a survey of 400 IT and business professionals and 364 IT channel companies, 62% of the end user respondents plan to increase their spending in managed services over the next two years. The remaining 38% indicated their expenditures will remain unchanged. This growth is being fueled primarily by the significant annual costs savings they realize when contracting with MSPs; a trend that is likely to continue. On the provider side, the revenue expansion has been exponential. In the survey, 15% of MSPs indicated that remote services delivery accounted for more than 3/4 of their revenue last year, while the majority confirmed that managed services drove between 50-75% of their sales. Creating an Industry Standard Successful managed services providers demonstrate a high level of confidence, skill, and knowledge to both their current and prospective clients. Even when business is prosperous, these organizations continue to enhance their operations and customer service by researching and then employing industry best practices. That s not an easy objective with the rapid growth and changes in the IT community, including the innovations in the technology, delivery systems, and business practices. It doesn t take a rocket scientist to realize this emerging technology delivery method requires a balance of professional IT skills and IT business acumen. Failure to find that equilibrium can be extremely detrimental to the long-term success of a managed services organization. Excellence comes from perseverance, and the business owners who start with a solid foundation of skills and knowledge and continue to improve them over time will be more likely to succeed. After making the decision to start a managed services practice, what s the best way to build and promote it? CompTIA offers a wealth of resources to help MSPs with those needs, including a collaborative community of experienced professionals who freely share ideas and best practices. There s no need to make the same mistakes that others have made, especially when those experiences and better alternatives are well-documented. 2

3 quick start guide Earning Your Managed Services Trustmark The process of building and perfecting a managed services practice is now even easier, with the introduction of the CompTIA Managed Services Trustmark. This business credential serves as an industry standard, validating the professional support and procedures that MSPs follow with all of their clients. The Managed Services Trustmark is a vendor neutral designation, designed to qualify and differentiate organizations that have demonstrated a high level of competency and an adherence to industry best practices. It is a reference to the quality of the services these companies provide and the commitment each makes to their clients. Program Purpose The Managed Services Trustmark is an industry-vetted business credential, developed through the efforts and expertise of members of the CompTIA Managed Services Community. This collaborative group of managed service providers and related experts designed the control framework and collected the terminology, definitions, and explanations that form the program s foundation. The function of the Managed Services Trustmark program is two-fold. First, it establishes a baseline of the organizational skills, policies and procedures required to operate a managed service provider business. MSPs that perform to this standard distinguish themselves from their competition, with the credential serving as an industry differentiator. The Trustmark is a symbol of the recipient s commitment, backed by CompTIA and a dedicated group of managed services industry professionals. Second, the program is designed to educate MSPs on industry fundamentals. Foundational courses are available with virtual and live instruction, as well as self-help guides that support the control framework and raise the acumen of the average managed service provider. To earn the Managed Services Trustmark, an applicant organization must: 1. Provide Managed IT services 2. Pay an application fee 3. Provide demographic and service information to create an official profile 4. Successfully complete the online application questionnaire and submit for review Managed Services Trustmark recipients must renew their credential every 3 years to maintain their status. What is the Real Value of an Managed Services Trustmark? In addition to the validation benefits from this business credential, successful applicants are authorized to use the program logo for their organization s marketing, promotional, and customer acquisition activities. The Managed Services Trustmark emblem alerts everyone to your organization s professional status, including clients, prospects, vendors, distributors and peers. It s not just a status symbol; it illustrates a managed service provider s commitment to proficiency and customer satisfaction. The Managed Services Trustmark also: Creates a systematic review of processes, policies, and procedures; leading to an increased confidence in quality Provides a listing in a searchable directory of accredited managed services providers Establishes a market differentiator; setting a higher standard than the competition follows Provides access to a community of peer MSP businesses facing similar challenges Providing industry-leading IT solutions and customer service is the foundation of our company and guides our plans for future growth. By achieving the CompTIA Managed Services Trustmark credential, Evolve has proven that our high company standards are in line with rigorous industry best practices. Dave Sobel, CEO of Evolve Technologies 3

4 Managed Services Trustmark Basics Since the purpose of this credential is to establish baseline (common) practices, not every business-related activity is addressed in the program. For example, sales and marketing skills are not included because those activities lie outside the scope of managing and operating a managed services organization. The five areas that must be addressed to receive the Managed Services Trustmark include: 1. Code of Conduct a list of acceptable managed services business behaviors that any organization seeking to earn the credential will be proud to embrace. To meet the Managed Services Trustmark Code of Conduct requirements, applicants must: Read and circulate the Code of Conduct to the appropriate parties. Agree to the document by checking the box in the application. 2. Operations details the agreements, tools, systems, procedures, and customer management policies of an MSP business To meet the Managed Services Trustmark Operations requirements, applicants must: Prepare a template MSA (managed services agreement) that addresses all of the recommended inclusions Upload the MSA document in the application Identify the tools and systems used from the list (NOC, RMM, PSA, CMDB) Note the vendor of each tool/system in place for purposes of the credential The application form will ask for the manufacturer of each tool and system used in the delivery of services Review SOPs (Standard Operating Procedures) and compare existing procedures to the list above and Identify which procedures will be uploaded during the application process Upload the SOP documents when prompted in the application 3. Management & Finance evaluates the financial, business, human resources, and risk management abilities of an organization The Managed Services Trustmark encompasses the baseline or common practices, so applicants are not required to meet 100% of the controls listed in the Management and Finance section. During the policy review, if some but not all of these guiding principles exist; it is at the discretion of the applying MSP to either create the non-existent policies or submit the application as is. Review internal policies and systems addressed by controls and confirm the existence of those that pertain to the applying MSP Financial management system If using a thirdparty vendor system, record the manufacturer or suppliers name for the application Credit limit policy Internal financial reviews Non-disclosure agreements Insurance policies Security policies Laws and regulations Employee management policy Business plan Service delivery measurement 4. Services addresses the processes for servicing devices, servers, and networks To meet the Managed Services Trustmark Services requirements, applicants must: Determine which of the three (3) categories of services best represent the MSP business applying for the Managed Services Trustmark End-user device services Server services Network services Using the checklist in the Further Information section, identify the tools, systems, or processes in place that address each of the following activities: Provide the name of any third-party providers of tools or services in the credential application Provide a short description of the MSP activity and process if third-party vendors are not used for the service In the application, provide the name of each vendor provider or a description of the process in place for every activity Repeat the above steps for each category of services provided 4

5 quick start guide Earning Your Managed Services Trustmark 5. Customer References requires that the applicant submits three customer references to CompTIA for follow-up interviews To meet the Managed Services Trustmark Customer References requirements, applicants must: Identify three (3) customers that have received managed services from the applying MSP Notify these customers and let them know a CompTIA representative will be contacting them for a reference Document the required information (from the list above) for the application Documentation may be required to support claims made by applicants. Each of these documents must be uploaded directly into the application, with details highlighted in the guide and the submission form. In the process of completing the Trustmark, we kicked off an internal audit process that drove us to focus on weaknesses in our business, and we are now working on turning them into strengths. In some cases we were forced to address issues we knew were there, and in others we found new challenges to overcome. In either case, Augusta IT is a better MSP as a result John Tippett, Owner of Augusta Information Technologies, LLC What Comes Next? The Managed Services Trustmark doesn t end with approval. In addition to renewal at the 3-year mark, those who receive accreditation have a responsibility to maintain its professional standards. Credential holders should proudly embrace the code of conduct and the Trustmark control responsibilities. Each company is expected to maintain a high level of ethical behavior in its day-to-day operations, obeying all regional, national, and international laws. In order to receive the Managed Services Trustmark, applicants must agree to protect the assets and intellectual property of all customers, ensuring their wellbeing in all business decisions. The contracts they use must be written in clear language, including the expectation of all parties involved. Other tenets include a pledge to follow fair pricing practices and to represent all products and services truthfully and responsibly. Customers expect contracts to be honored, and performance measures that can be adequately evaluated must be in place prior to qualifying for the Managed Services Trustmark. The ability to meet service commitments is vital and, in order to maintain the credential, an MSP must ensure its employees have the proper training and supervision to address client issues and concerns responsibly. This accountability extends beyond the application process, a continuing requirement for the elite members of the MSP Partner Trustmark program. Industry Promotion The CompTIA Managed Services Trustmark logo is a valuable tool, a highly regarded emblem that validates a managed services provider s commitment to quality. There is industry significance in the credential symbol, so display it proudly on the office door, employees uniforms, and vehicles. The logo also adds stature when included in advertising campaigns, on company letterhead and on the organizations website. Make sure to acknowledge your accomplishment proudly, and communicate its importance to clients and prospects. That s not flaunting when it validates your professional attributes. Credentialed companies also receive a listing in the program s searchable directory of managed services providers, which adds power to awareness efforts and enhances their industry standing. 5

6 The Managed Services Trustmark program includes a collaborative community of peers who face similar challenges and opportunities. Being a member does have its advantages, especially when it places you among an elite group of professionals looking to raise the industry standards. Any way you look at it, the upside to this business credentials far exceeds the efforts required to earn it, and the process encourages MSPs to make the types of positive business improvements that improve the bottom line. Need more information, or are you ready to get started? Contact: Robert Henry Manager, Credential Sales trustmark@comptia.org (630) CompTIA Managed Services Community The CompTIA Managed Services Community focuses on best practices, business fundamental education and resources for managed IT services. This collaborative group provides networking opportunities among industry leaders, develops managed IT services-specific education programs, and creates member-driven initiatives. The primary goal of this community is to create industry standards and resources for managed services growth. CompTIA engages its members when it s building accreditations and Gaeltek was actively involved in assisting with development of the Trustmark. CompTIA wanted to make sure the qualification was relevant, realistic and practical for MSPs to attain. Andrew Harper, President of Gaeltek, LLC

7 quick start guide Earning Your Managed Services Trustmark About CompTIA CompTIA is the voice of the world s information technology (IT) industry. As a non-profit trade association advancing the global interests of IT professionals and companies, we focus our programs on four main areas: education, certification, advocacy and philanthropy. We: Educate the IT channel: Our educational resources, comprising instructor-led courses, online guides, webinars, market research, business mentoring, open forums and networking events, help our members advance their level of professionalism and grow their businesses. Certify the IT workforce: We are the leading provider of technology-neutral and vendor-neutral IT certifications, with more than 1.4 million certification holders worldwide. Advocate on behalf of the IT industry: In Washington, D.C., we bring the power of small- and medium-sized IT businesses to bear as a united voice and help our members navigate regulations that may affect their businesses. Give back through philanthropy: Our foundation enables disadvantaged populations to gain the skills they need for employment in the IT industry. Our vision of the IT landscape is informed by more than 25 years of global perspective and more than 2,800 members and more than 2,000 business partners that span the entire IT channel. We are driven by our members and led by an elected board of industry professionals. All proceeds are directly reinvested in programs that benefit our valued members and the industry as a whole. Headquartered outside of Chicago, we have offices across the United States and in Australia, Canada, China, Germany, India, Japan, South Africa and the United Kingdom. For more information, visit comptia.org. 7

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