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Webinar

Top KPIs and Best Practices for Measuring Managed Services

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Discover the pivotal KPIs for success in managed services, the shift towards outcome-oriented solutions, and the need for strategic alignment.

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October 16, 2024

Pacific Time

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October 16, 2024

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October 16, 2024
|
Pacific Time

Overview

Summary

This webinar highlights the importance of adopting outcome-focused KPIs and addresses the measurement challenges to drive customer satisfaction and business growth, while introducing a structured framework for continuous improvement.

Challenges

Understand the difficulties in defining and tracking relevant KPIs, how to demonstrate value and ROI, and overcome technology and tool limitations that hinder effective evaluation, as well as the management of managed service organizations.

Key takeaways

Importance of Relevant KPIs

Traditional metrics like cost efficiency are insufficient; organizations must adopt outcome-focused KPIs to measure success in managed services.

Technology and Tool Limitations

Many firms lack the necessary tools to effectively evaluate and manage their service delivery processes, hindering optimization efforts.

Customer Feedback Integration

Only a minority of organizations implement formal processes for client feedback, an area that presents an opportunity for improvement in aligning services with customer needs.

Webinar speakers

Luke Ronkowski

Senior Director of Managed Services Research, TSIA

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