How To Measure The Success Of Managed Services

March 14, 2025
Development

When you’ve decided to make a bit more of an effort with your health and start exercising regularly, it’s very easy to measure the results. You can measure your weight, time your personal best when running, measure the distance of how far you can bike-ride, and assess whether your mood and outlook has improved as well.

But when it comes to something more complicated, like hiring a managed service provider, how do you know that they’re giving you results?

This is what we’re going to address in this post. The team at Real Innovation Group are confident in delivering results to a range of different businesses, so here’s how you can assess and measure their success:

Using Key Performance Indicators (KPIs)

To measure the success of managed services, we use several different KPIs which give us a broad range of information. Let’s discuss 5 of the main KPIs which we use to measure the success of a managed IT service like Real Innovation Group:

  1. First contact resolution rate (FCRR)
    The FCRR measures how effectively your managed service provider resolves problems upon the first contact. Solving problems upon the first contact is the gold standard for MSPs and calculating the FCRR allows managed service providers to see whether they’re reaching the benchmark or not.
  2. First level resolution rate (FLRR)
    FLRR differs from FCRR. This KPI is all about measuring the capability of your managed service provider to resolve customer issues at the first level, with hopes of preventing an escalation to a higher one.
  3. Technician utilisation
    To measure how effective your MSP’s technicians are, we use the metric of technician utilisation. This says a lot about the overall cost of each troubleshooting resolution, allowing you to see how much money you’re spending on technicians compared to their output.
  4. Cost per ticket
    This metric focusses on the full-service operation of your MSP and the cost of each ticket, which is broken down monthly. This metric includes the cost of rent, systems, software and technicians’ salaries, allowing you to measure the overall efficiency of your MSP.
  5. Net operating income
    The net operating income can also be assessed to analyse the performance of your managed service provider. It helps to measure the company’s profitability, and the effect your MSP has on profitability.

While there are several other KPIs that can be used to measure the success of your managed service provider, now you know some of the basics. Real Innovation Group provides top-quality managed IT services across Australia. Our managed services ensure your business is reducing wasted time and money on training and staff upkeep, while giving you high quality, round-the-clock results. Prevent problems, get innovative solutions and save money all at the same time when you talk to the team at Real Innovation Group and inquire about our managed services today!

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Frequently Asked
Questions

Do you complete Security Audits?

YES - we can complete one-off audits to give you a second opinion on your environment. However, this is what we refer to as IT Cowboys, and we would prefer to build an ongoing relationship with you. That’s why, when you commit to one of our packages, we complete an onboarding audit, which includes a security audit, a gap analysis against our Tactical 12 fortress, along with internal and external penetration tests. We then put together a plan for remediation as quickly as possible to ensure your compliance and get your insurance sorted ASAP so you’re covered.

Do you come to site?

In the initial onboarding process, we attend your site to document and understand how you operate, completing a checklist, inspecting infrastructure suitability, meeting key stakeholders, and performing general IT housekeeping. Once the onboarding process is complete, your environment should be rock solid, and the need to attend the site moving forward should be very minimal, if at all.

Will my existing computers be supported?

YES - Providing they are a currently supported operating system by the vendor and under warranty by the manufacturer.

Do you support Apple Mac and can they be compliant?

YES - we worked hard to ensure that Apple products can be supported and secured under all our product offerings.

What happens if an issue arises outside my support contract?

inSUPPORT Helpdesk operates a 24/7 'follow-the-sun' support desk, serviced by a team of global geeks. You might get a Kiwi from New Zealand on one call, and a Pinoy/Pinay from the Philippines on the next.