Organisations are increasingly turning to managed services to streamline their operations, optimise resources, and bolster competitiveness. However, the journey towards effective managed services is non- linear; it involves progressing through distinct stages of maturity.

The managed services maturity curve provides a framework for understanding where your organisation currently stands, what steps are required to move forward, and why this is critical for long-term success.

This post will explain what the managed services maturity curve is, the relevant stages, and why understanding your organisation’s position is vital for targeted improvements, informed investments, and long-term competitive advantage.

Let’s take a look.

What is the managed services maturity curve?

The managed services maturity curve is a conceptual model that charts the evolution of an organisation’s managed services capability. In reality, this curve is more like a squiggly line across the different services, however it always four key stages:

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1. Ad-Hoc

Services are reactive, fragmented, and often provided on an as-needed basis. Processes are not standardised, and there is limited visibility into performance or risks. Pain Point: Constant surprises and unpredictable downtime.

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2. Foundational

Basic processes and controls are established. There is some degree of consistency, but optimisation and integration remain limited. Pain Point: Stability without true efficiency.

3. Optimised

Services are proactive, standardised, and integrated across the organisation. Performance metrics are tracked and used for continuous improvement. Benefit: Predictable operations and reliable service delivery

4. Transformational

Managed services are tightly aligned with strategic objectives, drive innovation, and contribute to competitive differentiation. The organisation leverages automation, data analytics, and advanced technologies. Benefit: IT becomes a driver of profit and growth.

Why is it important to know where you are?

Knowing your organisation’s position on the managed services maturity curve is much like using a map when planning a journey. If you don’t know your starting point, it’s nearly impossible to chart an effective route or anticipate what resources you’ll need along the way.

Just as travellers risk getting lost or taking unnecessary detours without a clear sense of direction, organisations may waste time and investment, or miss critical growth opportunities, if they lack this self-awareness.

Knowing your position and direction of travel fosters a culture of transparency and shared purpose. Organisations that intentionally move up the curve experience:

  • Faster Adaptation: Quicker response to market changes and threats
  • Better Risk Management: Proactive security reduces major crises
  • Strategic Focus: A pivot from managing infrastructure to innovating for the business

Where are you going?

Once you’ve identified your current stage on the maturity curve, the next step is to develop a roadmap for advancement. This typically involves the following key actions:

Gap analysis

Evaluate your current practices against maturity benchmarks to identify areas for improvement.

Strategic planning:

Set clear objectives for progressing to the next stage, with defined KPIs to measure success.

Process optimisation

Standardise and automate your workflows where possible, aiming for greater efficiency and reliability.

Technology adoption

Invest in tools that offer visibility, scalability, and integration, such as monitoring platforms, AI-driven analytics, or self-service AI infused portals.

Talent development:

Upskill your existing teams or bring in new expertise to support evolving needs.

Continuous improvement:

Establish feedback loops to refine your processes and adapt to changing business requirements.

Progression along the maturity curve is not a one-off project but an ongoing commitment. It requires regular reassessment and adaptation to ensure that your managed services continue to deliver optimal value.

Why does this matter?

A study by IDC (2024) highlights how mature IT service management practices contribute to better risk management, faster adaptation to market changes, and more efficient allocation of internal resources.

This report also notes that organisations with advanced managed services often experience improved innovation and strategic focus, as operational burdens are reduced and teams can concentrate on value-adding activities.

A clear maturity roadmap provides stakeholders (be they internal teams, executive leadership, or external partners) with confidence in your organisation’s direction. It demonstrates a commitment to best practices and continuous improvement, which can be a decisive factor in client acquisition, retention, and overall reputation.

Ultimately, knowing where you stand and charting a path forward is not just about operational efficiency. It is about building a foundation for sustained growth, innovation, and competitive advantage. The managed services maturity curve is your compass – use it to navigate the complexities of modern IT.

In summary – how to get there

Every organisation’s managed services journey is unique, but the principles of maturity progression apply universally.

Consider these three actions;

  1. Assess your position and regularly review your managed services maturity
  2. Invest in the right improvements to advance your maturity, boost operational efficiency, and enhance strategic capabilities
  3. Commit to ongoing development by regularly assessing progress, implementing improvements, and embracing a culture of growth

By doing so, you not only optimise your current operations but also set your organisation on a path towards greater resilience, innovation, and success.

This directly aligns with our ASPIRE Managed Services by guiding continuous improvement, operational resilience, and strategic focus. ASPIRE delivers lasting value, fosters innovation, and positions your organisation to confidently meet evolving business demands and seize competitive advantage.

Contact us if you’d like to find out more.

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