In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

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

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 40,000 technology and services leaders rely on TSIA insights every day.