Consistent service delivery is built on consistent processes that are clearly scripted and employ a repeatable methodology. Your services provider should be willing to share examples of policy and process documentation and explain how they are replicated across multiple delivery centers. Similarly, a services provider should have a knowledge management system that enables staff from any location to access historical problem and resolution information. Also important is the means by which the services provider gives you visibility into the health of your infrastructure and the performance of your managed services. Look for a security-rich, web-based portal that consolidates related services into a single dashboard with access to real-time service visibility, online tools for managing services and flexible reporting capabilities.