Comments on: How to Measure Your Managed Services Progress

By: Joe Panettieri

Joe Panettieri — Fri, 29 Jan 2010 07:50:48 +0000

Hi Mike: I’m not sure they publicly disclose the tools they’re leveraging. But I can ask them about it. I’m speaking with their CEO in a week or so.
-jp

By: Mike4CCM

Mike4CCM — Fri, 29 Jan 2010 07:29:40 +0000

What are the tools currently being used by MindShift for PSA/RMM etc.?

By: Tony Lael

Tony Lael — Thu, 20 Aug 2009 15:30:35 +0000

These are all great measurements and likely needed to back up a discussion with a potential client.

It would be interesting to hear what you think are the typical questions a prospect might ask in order to need to let their prospect know about these stats. When (in the discussion with the prospect) is the right time to bring these kinds of things up?

By: Todd McKendrick

Todd McKendrick — Wed, 19 Aug 2009 04:40:46 +0000

A couple other key measurements that I have seen the most successful MSP use are:

# of managed devices per engineer.
Average Hold time at Service Desk/help desk
Average length of time a ticket is open. Speed of resolution.
% of calls resolved first Call.
% of tickets resolved by Level 1 engineer.
% of tickets resolved by Level 2 or 3 engineer
% of tickets the met SLA
% of tickets that exceeded SLA
% of how calls are resolved (remote, onsite, automated, third party)

The goal is to make sure that the team is doing more over the same given period of time.