Autotask Whitepapers

In a world where cloud platforms and applications, mobile devices and big data are commonplace, and businesses are increasingly integrating advanced technology, such as wearable devices, artificial intelligence and machine learning, the information technology service providers (ITSPs) who keep those systems running are more important than ever.

Learn what IT service providers rank as a high priority to tracking the health of their business.

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.