Register your interest now for EDGE 2024!
METRICS THAT MATTER: An Intelligent Approach for IT Service Providers - Survey shows best-in-class IT Service Providers take a data-driven approach to Decision Making
The IT Service Provider Benchmarking Study found pronounced trends toward the use of integrated business management systems that enable greater efficiencies and support fact-based decision-making among independent technology solution providers. The research indicates that businesses tracking KPIs, including account and contract profitability, billable hour utilisation rates and customer satisfaction have a more accurate understanding of their overall firm performance, market opportunities and market trends. Respondents using business management platforms were more likely to deploy and support a broader range of technology solutions for their clients than firms who do not, and to include managed services in their client engagements, from remote monitoring and management, and back-up and disaster recovery, to email services and protection.