Complete Service Management KPIs
Stop guessing whether your Service Desk is performing - measure what actually matters!
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Most MSPs track basic metrics like ticket volume and response times, but miss the bigger picture of operational maturity and service excellence. You need comprehensive measurement across every aspect of your service delivery.
Get the complete KPI framework with 300+ proven metrics used by mature MSPs to systematically improve performance, reduce operational costs, and increase customer satisfaction.
What's In The Pack?
300+ Service Management KPIs
Complete measurement framework covering every aspect of MSP operations with industry-standard RAG thresholds you can adjust for your business.
Balanced Scorecard Approach
Metrics organised across five critical categories:
- Learning & Growth - Team development, recruitment, workforce planning
- Operational Excellence - Service delivery, incident management, project success
- Financial Management - Budget control, contract renewals, cost optimisation
- Customer Experience - CSAT tracking, complaint management, service improvement
- Information Security - Compliance monitoring, vulnerability management, access control
Daily Operational Checks
Ready-to-use checklists for server room monitoring, backup verification, security audits, and infrastructure capacity management.
Performance Benchmarks
Industry-standard thresholds with Green/Amber/Red indicators based on mature MSP performance levels.
Perfect For MSPs Who:
✅ Want to move beyond basic ticket metrics
✅ Need to demonstrate operational maturity to customers
✅ Struggle to identify improvement priorities
✅ Want systematic measurement across all service areas
✅ Are preparing for compliance audits or certifications
✅ Need to demonstrate operational maturity to customers
✅ Struggle to identify improvement priorities
✅ Want systematic measurement across all service areas
✅ Are preparing for compliance audits or certifications
Why Comprehensive KPIs Matter:
"You can't improve what you don't measure - but most MSPs only measure the obvious stuff."
These aren't just vanity metrics - they're the operational maturity indicators that separate mature MSPs from reactive firefighters. Every metric includes clear success criteria so you know exactly what good performance looks like.
Based on 25+ years of MSP industry experience and proven frameworks from leading service management practices.
Get Your KPIs Now
Download the Complete Service Management KPI Framework
Everything you need to measure service excellence across your entire MSP operation
What Happens Next?
- Download instantly - All KPIs are in Excel format, ready to use
- Start implementing - Pick a handful of KPIs that will tip the needle and make the most difference
- Scale your success - When you've implemented and embedded the metrics, tweak as needed or add new ones to measure.
Questions?
Contact us at hello@oprising.com / (+44) 0333 358 3786
Remember: Success isn't about working harder - it's about working smarter.
Focus on what matters, ditch the chaos, and get stuff done!