Stephen D Buyze

“Empowering Managed Service Providers to Increase Profit”

Optimized IT Service Delivery: A Blueprint for Success?

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How can you tell when your Service Delivery Operation is Optimized?    Service Delivery Operations at your IT MSP are Optimized when:  Customer’s expectations are met 95% of the time  Resource Utilization is greater than 80%   Average Time to Incident Completion is under 12 hours   Managed Service Agreement support is below 2 Techs per 1000 endpoints  That’s great info to know…but just what …