When you think of Key Performance Indicators (KPIs), there are a plethora of metrics you can monitor within your MSP practice. In my experience as an MSP, and also as a consultant to other MSPs, I have found the following work well:
These totals can be reviewed weekly, monthly, quarterly, and yearly. Keep in mind, it’s important to review the same time period for one- to two-year periods to get a clear picture of where your business is today versus the prior period(s). This process is also helpful in forecasting your business’s future. As the saying goes: “you can’t know where you’re going until you know where you’ve been.”
The above KPIs are nothing new. While they do tell you how your business is doing, I would like to offer a deeper dive into metrics that are important to MSPs from a service delivery standpoint. For these, I enlist the five W’s (who, what, where, when, and why).
Once you start asking these basic questions and looking at the supporting data, it can be a real eye-opener. You are only guessing at the answers until you start looking at the numbers.
One area the above metrics are useful in is scheduling. If you know Wednesday is the day with the most tickets, you can plan tech staffing accordingly and have little chance of being short-handed.
Similarly, “Who” is equally as important. If your top caller each month is the same person, perhaps that user is in need of more training, newer or better equipment, or some damage-control based on the quantity of issues he/she is having.
Following is a real-world example illustrating the usefulness of the 5W’s.
One of my MSP clients started running these metrics and found that, in a given month, 85 percent of tickets for a particular client were for password resets. Initially, the end-user was greatly concerned about the amount of tickets and started to question the effectiveness of the service the MSP provided.
When the MSP presented the “What” (password resets) and the “Who” (repeat offenders), the end-user’s tone immediately changed. What could have been a bad situation for the MSP was averted. and the end-user also learned the value of an AYCE (All You Can Eat) service contract!
W. Clement Stone said it best when had said, “You can’t expect what you don’t inspect.” Having not only metrics, but meaningful metrics, is what makes you the MSP hero instead of the MSP zero (pun intended!).
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