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Research Report

Invisible Managed Services KPIs That Are Critical for Success

What should we be measuring in order to understand our success?

It is a very basic need, as we all understand you cannot improve that which you cannot measure. This report addresses the top three operational KPIs that you are likely not measuring today.

These are not basic operational metrics such as mean time to repair (MTTR) response time, etc. These are three metrics you can implement that will immediately provide insight into a level of your organization that is currently invisible to you:
  • Proactive resolution rate
  • Unallocated operational costs
  • Cost of quality
If you leverage these three KPIs, you will increase your customers’ experience while increasing your productivity and, in turn, lower your cost and increase your brand recognition.
 

Authored By:

Jeremy Blanton

Senior Director, Managed Services Research, TSIA

Publish Date: October 12, 2022

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Peg Rodarmel, SVP, Subscription Services, Infor

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