Magazine Article | November 1, 2018

Calculating And Understanding Service-Level Metrics

Source: Channel Executive Magazine

By Rayanne Buchianico

When thinking about metrics in your IT business, many IT services providers go directly to the service desk. How many endpoints did we touch? How quickly are tickets resolved? Did we meet our SLA 100 percent of the time? These metrics are important for improving customer experience and internal SOPs. It’s no wonder they are at the top of the priority list.

Let’s take some of these metrics and measure them on a financial scale and ask slightly different questions. How profitable are your services? Which services are more profitable than others? Are you meeting your desired gross profit margins at individual service levels?