®

TRANSFORMINGIT BUSINESS MANAGEMENT

6 TRENDS

AUTOMATION

MEASUREMENT 2

SHIFT IN SERVICES3

EFFICIENCY & UTILIZATION4

GROWTH5

PROFITABILITY6

of service providers are using tools for backup, disaster and recovery84%

of IT service providers say more than half of their business currently comes from small businesses

of service providers say midmarket will represent their biggest growth in 2013

are utilizing remote monitoring management tools to increase efficiency83%

are using email services and protection82%

53%2012

60%

are using a business management or Professional Services Automation tool to run their business

Managed Services was ranked as the top area of growth in 2012 by 53% of service providers

IT service providers rank the following metrics as a high priority to tracking the health of their business:

66% of service providers are losing up to 20 hours per month due to data entry into multiple systems

61% are losing up to 20 hours per month due to their inability to accurately capture billable time

59% are losing up to 20 hours per month as they struggle to maintain disparate systems

23% are losing between 20 and 50 billable hours per month due to their inability to optimally schedule technicians to balance their time

IT service providers often have a disconnect in the way the most valuable clients are measured:

90% of service providers using a business management tool

say more than half of their employees are using the tool on a regular basis

More than 60% of service providers using a business management tool are forecasting revenue growth of 15% or higher for 2013

81%

Customer Satisfaction

of IT service providers are using cloud/virtualization services

73% have automated quoting and procurement48%

73%

cited expansion of cloud/hosted

apps

65%

pointed to mobile

connectivity

47%

identified BYOD /consumerization

of IT

SOURCE: IT SERVICE PROVIDER BENCHMARKING STUDY CONDUCTED BY DECISION TREE LABS AND COMMISSIONED BY AUTOTASK, 2013.

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41%

pointed to added demands on the

network

31%

cited always-on environments

85%

Customer Profitability70%

Tech Utilization63%

Profitability by Contract Type58%

SLA Performance51%

Net Profit33%

Gross Revenue28%

Annual Renewal/Longevity26%

Customer Satisfaction10%

YET

63%2013 Managed Services also topped the list for potential growth in 2013, selected by 63%

LOSINGUP TO

PER MONTH

58% of service providers target 80% or more of their technicians time billable… yet only 23% achieve it

1

Technology Demand

Top changesin terms of client budgets and priorities

BYOD/consumerization of IT

Need to supportcloud-based apps

44%

48%

Move from CAPEX to OPEX

Demand for short-term ROI

64%

50%42%

32%