By David Wilkeson, CEO, MSP Advisor
In a managed services operation, profitability hinges on how effective and repeatable your processes are. The best way to know that your processes are working is to use well designed key performance indicators (KPIs) to measure the outcomes of your processes. KPIs need to be the compass that you and your employees use to steer your business on a daily, monthly, and quarterly basis, which means they need to be constantly visible and up to date. Everyone in the organization needs to understand the KPIs they are responsible for, and indicators that are headed in the wrong direction need to be focused on early and often. Here are some universal indicators that every MSP operation should be closely monitoring:
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