Measurable value demonstrating how effectively services or objectives are being achieved.
Key Performance Indicators (KPIs) are quantifiable metrics used to evaluate success in achieving objectives. In managed services, common KPIs include ticket response time, resolution time, customer satisfaction scores, system uptime, and security metrics like time-to-patch. KPIs should be specific, measurable, and aligned with business goals.
Why It Matters
The DSC Perspective:
KPIs make service quality measurable. Ask your MSP about their KPIs and request regular reporting. Without KPIs, you can't objectively assess whether service is improving or declining.