New Survey Provides Metrics For Shifting Business Patterns Among ITSPs

April 11, 2013  

Our blog has focused on the changing landscape for IT services for the better part of 2013, and until recently there have not been a lot of real benchmarks to quantify the impact of the shifting landscape on IT and managed service providers (MSPs).  

Given this lack of key metrics, Autotask commissioned an independent survey polling hundreds of IT service providers around the world in an effort to provide real insight into just how dramatically the IT services business is changing. The IT Service Provider Benchmarking Study, conducted in February 2013 by Decision Tree Labs, revealed pronounced trends toward service providers shifting to a metric-based approach to their business.

As service providers transform their offerings and business models, we are confident this benchmark survey will provide some baseline data to help compare and track the health of your businesses against the top key performance indicators reported by your peers.

The survey provides some thought-provoking metrics and data points in areas such as growth drivers, employee utilization, business efficiency and client satisfaction measurements.

Highlights of the new survey are available in our free E-book, “Metrics That Matter: An Intelligent Approach for IT Service Providers,” and will also be shared via a global webinar on May 9, 2013. 

In the meantime, here’s a quick glimpse of the survey highlights:

  • The midmarket is expected to represent the largest growth segment in 2013, whereas small businesses made up the majority of the client base in 2012.
  • Managed services was ranked as the top growth area by 63% of providers.
  • Cloud and hosted applications are driving the biggest spike in demand.
  • The Bring Your Own Device and Bring Your Own Application trends are helping to spur a need for network support and Mobile Device Management.
  • Service providers, on average, lose up to 20 hours per month due to their inability to accurately capture billable time.
  • The majority of service providers target 80% or more of their technicians’ time be billable, but only 23% are achieving that goal.
  • Although 85% of IT service providers rank customer satisfaction as a high priority metric to track their business health, only 10% are using customer satisfaction as a metric to determine their most valuable clients.

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