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Research Report
SLAs, SLOs, and KPIs for Managed Services
Managed services (MS) organizations are constantly challenged with identifying the right metrics to track, manage, and report, both internally (through Key Performance Indicators, or KPIs) and to customers (through Service Level Agreements, or SLAs, and Service Level Objectives, or SLOs).
This challenge is compounded by the fact that organizations are creating new service offerings, providing more proactive support, and adding capabilities that are outside the normal reactive support model.
SLAs are an important part of an MS provider’s contract with customers, with over 85% of our members reporting using SLAs as a standard part of their MS contracts.
This report provides:
- Our first comprehensive list of SLAs, SLOs, and KPIs used by MS businesses.
- SLA selection guidance to consider when crafting your own SLAs.
Authored By:
Luke Ronkowski
Director, Managed Services Research, TSIA
Jeremy Blanton
Vice President, Managed Services Research, TSIA
Publish Date: August 18, 2023
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
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