[Infographic] 3 Crucial Metrics Managed Services Providers Should Be Measuring

Posted by George Humphrey on 7/28/16 6:30 AM

Over the past few years, there's been a significant increase in the amount of service revenue coming from managed services, making it the fastest growing service line in the technology industry. With so much growth and activity, it’s important that all managed services providers (MSPs) understand exactly which critical metrics and key performance indicators they should be monitoring to track their overall performance, as well as how those figures will evolve over time.

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Topics: metrics, managed services, key performance indicator (KPI), managed services providers, infographic

5 KPIs That Can Help You Reduce On-Site Support Costs

Posted by Vele Galovski on 6/21/16 8:50 AM

If you have hardware at a customer location, you're always going to need an on-site service delivery channel. Aside from cutting down the number of on-site incidents, reducing the cost of these visits will continue to be an important organizational objective. In my TSIA Pulse webinar, "Best Practices for Reducing On-Site Incident Costs," I gave a walkthrough of the TSIA outcome chain I've built to address and solve this business challenge for our Field Services members. Within that outcome chain, I highlighted the 5 key performance indicators (KPIs) that drive these on-site incident costs and gave examples of how these areas can be improved in order to reduce costs.

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Topics: support, key performance indicator (KPI), field service engineer, field services, TSIA outcome chains

Those Who Don't Offer Managed Services: Be Afraid. Be Very Afraid.

Posted by George Humphrey on 8/15/14 6:30 AM

The title may sound tongue-in-cheek, but there is a set of strong, fact-based data points that support the assertion that those that don’t offer managed services are risking the long-term health of their P&L.

In my second MS Pulse webinar of 2014, I revealed the market influence on managed services, focusing on several core MS Key Performance Indicators (KPIs) that all Managed Services Providers (MSPs) need to track, as well as some of the details on how companies are organizing their MS businesses.

Here is a snapshot of some of the data revealed.

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Topics: managed services, key performance indicator (KPI), managed services providers

[Infographic] Benchmarking Managed Services Performance: How Do You Compare?

Posted by George Humphrey on 7/22/14 9:30 AM

Comparing your company’s performance against that of your peers is key to not only getting an edge on the competition, but also maintaining the health of your organization. But just what is the industry standard baseline for managed services providers?

TSIA’s MS research team has collected and analyzed benchmark data from a core sample of managed services providers in an effort to create a starting point that will allow you to compare and contrast your company’s performance against others within your industry.

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Topics: managed services, best practices, key performance indicator (KPI), managed services providers, managed services sales, infographic

Measuring the Impact of Utilization: The Two PS Charters

Posted by Bo Di Muccio on 6/24/14 2:15 PM

Utilization continues to be a hot topic of discussion and debate, and for good reason. Of all the key performance indicators (KPIs) that are tracked by professional services (PS) organizations, utilization arguably provides the greatest, most telling insight into a PSO’s operational performance, so getting it right is important. In this article, I’ll share one of the core fundamentals for effectively measuring and setting targets for utilization.

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Topics: key performance indicator (KPI), professional services, benchmarking, professional services organization (PSO)

Managing the Complexities of Service Parts Management

Posted by Ravi Naidu on 5/3/13 2:19 PM

The business of managing spare parts is complex and under constant pressure to become leaner and more efficient while maintaining, or improving, key performance indicators and service level agreements. Not an easy task, by any means. Why is the business of service spare parts under this continual pressure? Well, there are three main reasons for this.

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Topics: service revenue, spare parts logistics, key performance indicator (KPI), service level agreement (SLA), field service engineer, field services

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