Top 10 Analyst Strategies for IT Service
Building a Viable Success Platform for What Comes Next
Top KPIs
Autotask's Top 5 Key KPIs for IT Service Providers
Gartner recommends tracking fewer than ten Key Performance Indicators (KPIs) to ensure that they are 'specific, measurable, attainable, relevant and time-bound'. Autotask Corporation has helped thousands of ITSPs automate and optimize their IT service delivery and to establish and track performance benchmarks.
Getting started is often the hardest part but we find through our annual benchmarking surveys that even very established technology support organizations do not always track these essential performance indicators. If that includes your organization, here are the KPIs we recommend you start with and the business case for each.
1 – Profitability
Increasing profit with less resources is always the name of the game. But if you don't have a grasp of what's driving and draining profitability by service type, contract and customer than you can't drive improvement.
If this is a gap in your organization, these metrics are the first place to dig in.
2 – Service Response Compliance
95%+ compliance is the goal when it comes to meeting response and resolution targets (whether internal or contractual). Hitting SLA targets delivers on your brand promise, establishes trust and drives retention. Understanding when and why SLAs are missed leads to continued service improvement.
3 – Ticket Backlog Trending
Most service organizations know the number of tickets they can handle, but may not be aware of significant fluctuations in that number until they are digging out. Monitoring changes in backlog volume will flag problems in service delivery and help you adjust resources accordingly.
4 – Sales Pipeline
The problem with sales pipelines is, there tend to be multiple versions and most of them are out of date. Tracking to a single, real-time pipeline provides one version of the truth.
A 'Closed vs. Quota' measurement along with a 30, 60, 90 day pipeline based on probability ensures cash flow and accountability.
5 – Customer Satisfaction Score
Most service organizations cite this as a key performance indicator for retention. However, surprisingly few providers survey customers regularly (13% 'never ask' according to Autotask's annual IT Metrics that Matter survey). The first step is asking for feedback. Surveys are an easy, inexpensive way to gather actionable intelligence that is critical for retention and for constant service improvement.
Autotask helps thousands of technology service providers around the world become more efficient, accountable and able to make data-driven decisions about the performance of their service delivery operations. Visit Autotask for more information.