3 Killer Metrics to Improve Your MSP's Service Delivery

July 09, 2013  By Richard Tubb

You’ve heard of the old phrase “What can be measured, can be managed”. But how does it apply to your Managed Service Provider (MSP) business?

Making fact based decisions about your MSP business based on concrete metrics, as opposed to gut feeling, is a key factor in getting things right within your business.

Earlier this year at the Autotask Live! Conference in Arizona, Autotask announced the release of a tool to help MSP’s measure their performance. Performance Dashboards are built on an integration with Microsoft’s Business Intelligence suite that draws data from an MSP’s Autotask PSA setup and displays dozens of easy to read and customise charts, graphs and tables in Excel workbooks.

Here are 3 killer metrics that you should take a look at in the Performance Dashboards.

First Response SLA

One sure way to drop the ball with clients is to fail to acknowledge their requests in a timely fashion! The “Explore Your Data” worksheet of the Performance Dashboard allows you to filter by tickets that you failed to respond to within your own specific First Response SLA.

Looking at this data can uncover some interesting information. I know of one MSP who analysed these type of tickets and spotted that the majority of them were being raised at 4pm, an hour before the office closed. Closer analysis highlighted that the engineers who were responsible for responding to these tickets the next morning were being distracted by other matters. A matter easily addressed, once you are aware of it.

Failure to Resolve

The Performance Dashboard also allows you to display those tickets which you failed to resolve in a timely fashion, and group them together. It may be, for instance, that the majority of the tickets you fail to resolve are related to a certain type of technology such as backup. This might point towards a need to improve your backup process. Likewise if the Performance Dashboard highlights a trend with failing to resolve tickets regarding a specific product, further investigation might show that staff training is required to increase knowledge.

Survey Data

The Performance Dashboard also allows you to display Service Tickets which clients have left Survey responses for.

Most people would immediately look to highlight those tickets which have received poor survey feedback - but how about using the Performance Dashboard to display all the tickets that have received high survey scores. Which clients are leaving these high scores from? The Performance Dashboard not only shows you the overall data in graphically displayed format for easy consumption, but also allows you to display the individual tickets - allowing you to drill down for closer analysis.


In this article I’ve listed three Service Delivery metrics that you can use the Autotask Performance Dashboard to highlight. The tool is capable of displaying many, many more though - and being customisable, it’s down to you to decide what is important to your MSP business.

Whatever the metrics you focus on, the Performance Dashboard allows you to filter your Service Delivery data and spot trends. You can measure, and manage, accordingly.

Richard Tubb
The former owner of on award winning IT MAnaged Service Provider, Richard Tubb now provides expert advice to help IT companies who want to grow.

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