myITreports

Introduction

MSPs typically lack the time to learn the Ad Hoc reporting tool well enough to create the level of reporting required to truly optimize their business processes. For example, if faced with a decision about picking up a new client:

    • How do you determine if you have enough technicians to support it?
    • How do you determine how to price your services?
    • How can you change your processes to improve their performance and your bottom line?

TruMethods

TruMethods is thought leader in the MSP space that helps MSPs understand and grow their business. In order to follow TruMethods best practices and become a better MSP, you have to track certain metrics. myITReports is a series of reports we are creating in partnership with TruMethods which are sympathetic to their principles and practices, and the first of them are related to Service Desk KPIs.

Coming Soon:

  1. Tickets per Asset - Whether or not you bill by asset, it's important to understand ticket volume with respect to number of assets. It enables you to price your services appropriately, and scale your team if necessary.

  2. Tickets per User - Whether or not you bill by user, it's important to understand ticket volume with respect to number of users. It enables you to price your services appropriately, and scale your team if necessary.

  3. Actual Hours per Ticket - By combining this report with one of the reports above, you can project cost per unit and cost per account.

  4. Same Day Closes vs New Tickets - You should aim to close 70% of their tickets in the same day. Having a daily KPI helps you meet end of month or end of quarter targets.

  5. Revenue per Asset - Revenue per asset can be determined by aggregating invoices over a period and dividing that sum by the number of units in the account. This method is preferred over aggregating other record types because it enables you to understand actual dollars coming through the door. If this report doesn't match expectations, you can then look for revenue leaks.

  6. Revenue per User - Revenue per user can be determined by aggregating invoices over a period and dividing the sum by number of users in the account. This method is preferred over aggregating other record types because it enables the MSP to understand actual dollars coming through the door. If this report doesn't match expectations, you can then look for revenue leaks.

  7. Mean Time To Resolution - This report serves two purposes: 1) It enables you to understand whether you are, on average, meeting your SLA targets, and 2) It enables you to understand, given X number of productive hours in a day, how many tickets can you expect to close. Combine this report with a report on number of tickets per day, and you can determine whether you have excess service desk capacity or need to add more.

  8. Initial Response Time - Akin to MTTR, this report serves two purposes: 1) It helps you understand whether, on average, you are meeting your SLA targets, and 2) It enables you to optimize: A high initial response time is symptomatic of a low same day closure rate.

  9. Categorization By Ticket Type - Once you understand your ticket volume, your performance, and capacity, you can then start to optimize. Starting with ticket categories, you can identify where the bulk of your time is being spent, and look for technical or business process efficiencies.

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