Autotask SLA Metrics
- 1. Autotask Corporation is the global leader in hosted IT business management software. Visit them at: Autotask.com 817 TSPs 1,000SLATickets/Month =Compliance GETTING SCHOOLED ON SLA METRICS Moving Technology Service Providers to Head of the Class How Autotask dashboards make technology service providers SL“A” students Dashboards provide added visibility into how service level agreement (SLA) compliance is trending, turning every technology service provider (TSP) into a valedictorian. Here’s a look at some recent findings on first response times for TSPs who manage to SLAs. CLASS SIZE 817 TSPs used service level management in Autotask throughout 2014 and 2015 (18 months) LOTS OF TESTS More than 15M tickets analyzed (where SLA required a first response) 1.77 HOURS 1.36 HOURSDECEMBER 2014 JUNE 2015 HONOR ROLL TSPs who respond in less than 21 minutes are in the top 20% of TSPs for SLA first response PRACTICE MAKES PERFECT TSPs with more than 1,000 SLA tickets per month have the best compliance BEST IN CLASS The number of companies able to meet a 2 hour first response time went from 52% to 60% after using a Service Level dashboard for six months GETTING A DASHBOARD TUTOR TSPs in the bottom 20% of SLA first response times made an 18% improvement, dropping from 4.5 hours in December 2014 to 3.6 hours in June 2015 4.5 HOURS C 3.6 HOURS A 817 TSPs 1.77 HOURS 1.36 HOURS MY SLA 1ST RESPONSE TIME BEFORE AFTER 23% REDUCTION Get a Dashboard or Performance Analytics Demo RAISING THE CURVE Median SLA first response improved 23%, dropping from 1.77 Hours in December 2014 to 1.36 Hours in June 2015