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Research Report

SLAs, SLOs, and KPIs for Managed Services: 2019

This report is for Managed Services members only

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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:

Jeff Connolly

Sr. Director, Managed Services Research, TSIA

Publish Date: May 1, 2019

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