How to measure MSP performance
Measure an MSP by whether it delivers the agreed service and improves the problems that matter to your business. Ticket counts alone do not show quality: more tickets can reflect growth, poor systems or better reporting.
Use a balanced scorecard
- Response performance: percentage meeting the agreed target, by priority.
- Resolution: time to restore service, with waiting periods explained.
- Recurring incidents: repeated faults and progress on root causes.
- User experience: feedback and the effort needed to obtain help.
- Operational assurance: relevant maintenance and recovery evidence.
- Improvement work: agreed actions completed by their deadlines.
Check the definitions
An automated acknowledgement may not mean an engineer has started investigating. “Resolved” may mean the user accepted a workaround rather than the cause being fixed. Agree definitions before comparing reports.
Break results down by severity and business impact. An overall average can hide a poorly handled major incident among hundreds of routine requests.
What if performance looks weak
Check whether the issue comes from delivery, incomplete scope or a system needing investment. Agree a focused improvement plan with owners and review dates. If the provider repeatedly misses commitments, use your contract's escalation process.
How often should we measure performance
Track service data continuously where available, then discuss a manageable set of measures at regular reviews. The purpose is action, not a larger dashboard.
Next step: agree five measures, their definitions and a baseline for the next service review.
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