Five Metrics Every IT Solution Provider Should Track

February 03, 2014  
The ability to make fact-based decisions regarding the strength of your business is crucial to success. Knowing what information to base those decisions on is even more important.

Here are five metrics every ITSP should track for their business:

1) Billable employee utilization rate: Having the ability to track your employees’ utilization rates against your targets over time not only gives you instant insight into your current performance, it can have an immediate impact on your bottom line.

2) Service Level Agreement (SLA) first response and resolution performance: When it comes to service delivery, nothing is more important than your ability to meet guaranteed SLAs. Solid SLA performance means a solid brand.

3) Billable verses non-billable time: Accurately capturing and tracking the billable work you do is essential for adjusting your staffing, pricing and contracts to cover the scope of service.

4) Ticket completion rates by issue type, source and priority: Being able to see your ticket completion metrics by issue type, source and priority will reveal exactly where the bottlenecks are so that you can eliminate them.

5) Opening backlog trends over time: Keeping an eye on changes in your backlog volume and balances over time will make it easier to identify and correct systemic issues, improve throughout and reduce the risk of tickets falling through the cracks.

To quote Pat Burns, Autotask Vice President of Product Management, “The most important thing is to make a fundamental commitment to metrics in the first place.” When you understand the metrics that matter most to your business, you can harness the data that is most important and use it to improve business outcomes.

For five additional metrics ITSPs should track, check out our checklist here.

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