Mastering Service Delivery With Documentation: 5 Key KPIs Every MSP Should Track

If you’re an MSP struggling with time constraints, unpredictable workloads or inefficiencies in operations, you’re not alone. A well-documented and streamlined service desk keeps your team productive, improves profitability and ensures client satisfaction. When everything runs smoothly, your business grows faster.

In a recent IT Glue webinar, industry veterans Erick Simpson and Kevin Sequeira broke down the five most critical service delivery KPIs and, more importantly, how to improve them. If you missed it, don’t worry — we’ve covered the key insights right here.

KPI No. 1: Average resolution time

Why it matters: Your clients expect quick, efficient resolutions to their issues. If your average resolution time is too high, it could impact customer satisfaction and eat into your profitability.

How to improve it:

• Set clear priorities: Not all tickets are created equal. Define SLA targets based on impact and urgency.
• Standardize processes: Document step-by-step resolution procedures in IT Glue so every technician follows the same playbook.
• Leverage automation: Automating the documentation process with IT Glue helps surface relevant information instantly, streamlining resolution workflows.
• Monitor performance: Track trends in resolution times to identify bottlenecks and adjust resources accordingly.

KPI No. 2: First contact resolution rate (FCRR)

Why it matters: Closing tickets on the first interaction saves time and keeps clients happy. If issues are constantly being escalated, it signals inefficiencies in your process.

How to improve it:

• Equip technicians with knowledge: Storing relevant documentation and SOPs in IT Glue for easy access ensures frontline staff have everything they need at their fingertips.
• Harness Smart Relate for swift issue resolution: With Cooper Copilot’s Smart Relate in IT Glue, technicians can instantly discover how assets are connected to one another with up-to-date contextual relationships for your entire IT.
• Leverage integrated IT tools: Connect all your IT tools into a single, centralized source of truth. This ensures all relevant information is always up to date and easily accessible, eliminating time-consuming searches.

KPI No. 3: SLA compliance rate

Why it matters: Your ability to meet service level agreements (SLAs) directly impacts customer retention and profitability. Consistently missing SLAs is a red flag.

How to improve it:

• Define realistic SLAs: Use IT Glue to document contracts and policies, including clearly defined SLAs with clients, ensuring expectations are accurately recorded and easily accessible.
• Utilize auto-suggested documentation: Leverage workflow automations to auto-populate relevant information from IT Glue directly in the ticket being worked on.
• Harness Smart Create for quick summaries: Tap into intelligently summarized information that provides an at-a-glance overview of specific service areas to speed up information hunting.
• Document incident response protocols: Standardizing your responses ensures consistency in meeting SLAs.
• Monitor compliance: Regularly audit documentation and service metrics to identify gaps and update your processes.

KPI No. 4: Customer satisfaction (CSAT)

Why it matters: Positive customer experiences go beyond just quick resolutions. Tracking CSAT helps gauge client happiness and loyalty.

How to improve it:

• Centralize client information: Store important client details and preferences within IT Glue, ensuring technicians have the context they need to provide personalized support.
• Keep SOPs up to date: Use IT Glue’s streamlined documentation management to ensure your SOPs reflect the most recent best practices and client-specific requirements.
• Enhance technician efficiency: Faster resolutions through well-organized documentation contribute to higher satisfaction, making the client experience smoother from start to finish.
• Encourage collaboration: Make IT documentation part of the workplace culture, encouraging collaboration for sharing insights and solutions.

KPI No. 5: Technician utilization rate

Why it matters: Your technicians’ time is your most valuable asset. If they’re bogged down with non-billable work or low-priority tasks, your margins suffer.

How to improve it:

• Reduce documentation overhead: Use Cooper Copilot’s Smart SOP Generator in IT Glue to automate documentation by allowing technicians to create SOPs while they work, eliminating the need to spend valuable time documenting processes after resolving issues.
• Harness Smart Assist to keep documentation accurate: Smart Assist helps you effortlessly maintain up-to-date documentation by removing unused content and highlighting frequently accessed documents. Without Smart Assist, technicians risk wasting time on outdated information and repeatedly double-checking their work.
• Track utilization trends: Monitor how much time is spent on various tasks and streamline repetitive ones.

Final takeaway: Start small, scale fast

Don’t get overwhelmed trying to overhaul your entire service desk overnight. Start by tracking just one or two KPIs, implement small improvements and build from there.

If you’re already using IT Glue, many of these best practices are already available out of the box. If not, now’s the time to explore how these tools can enhance efficiency, improve customer satisfaction and boost profitability. Want to see these strategies in action? Request a one-on-one IT Glue demo today.