The Kpis Top Msps Rely On For Success & How To Use Them In Your Business

The KPIs Top MSPs Rely on for Success & How to Use Them is a practical guide for Managed Service Providers seeking to improve business sustainability and operational efficiency. It highlights essential financial and service KPIs that top-performing MSPs use to drive data-backed decision-making and strategic growth.

In Part One (Finance KPIs), the guide emphasizes metrics like:

Revenue Source Breakdown: How much of your income is recurring vs. project-based

Effective Rate per Customer/Offering: Understanding profitability across clients and services

Customer Distribution: Assessing client concentration risks

Business Offering Margins: Evaluating which services generate the best returns

In Part Two (Service Desk KPIs), it focuses on:

Percentage of Billable Hours: Measuring technician efficiency

SLA Compliance: Monitoring service quality

Average Resolution Time: Speed of issue resolution

Utilization and Ticket Volume Metrics: Managing workload and customer engagement

Customer Satisfaction Rating: Capturing client feedback

Whether you’re refining your pricing model or optimizing your help desk, this guide delivers actionable benchmarks and formulas to help MSPs grow profitably and consistently.

Download this eBook to:

Benchmark your performance against industry-leading MSPs

Identify gaps in your financial and operational metrics