Autotask Corporation provides hosted IT business management software. Their dashboards provide visibility into technology service providers' (TSPs) compliance with service level agreements (SLAs). Data from 817 TSPs using Autotask from 2014-2015 showed that median response times to SLA tickets dropped from 1.77 hours to 1.36 hours, a 23% reduction, and the percentage of TSPs meeting a 2-hour response time increased from 52% to 60%. TSPs responding to SLA tickets in under 21 minutes and those with over 1,000 SLA tickets per month had the best compliance.

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