Metrics and KPIs to Evaluate Managed Services in IT

Adopting Managed Services is a strategic decision that goes beyond simple IT outsourcing. To ensure that the investment delivers real value, it is essential to track clear and relevant indicators.

Metrics and KPIs allow you to measure performance, efficiency, strategic alignment and risk, providing CxOs with concrete information for informed decision-making. Evaluating these indicators helps ensure that managed services are delivering consistent results aligned with business objectives.

Operational performance

The first step in assessing the effectiveness of managed services is to monitor operations and verify that systems function as expected. Clear indicators enable quick identification of areas requiring attention, ensuring service levels are met:

• Availability of critical systems (uptime and continuity).

• Mean Time to Resolve (MTTR) incidents.

• Performance of key applications and infrastructure.

Efficiency and productivity

Beyond performance, it is essential to measure efficiency in the use of resources. These indicators show whether the managed team contributes to process optimisation and the release of internal capacity:

• Reduction in rework and recurring incidents.

• Compliance with SLAs (Service Level Agreements) and agreed objectives.

• Time saved by the internal team by transferring responsibilities to the managed team.

With this data, it becomes possible to demonstrate the operational value of Managed Services, highlighting gains in efficiency and focus on innovation.

Cost and return on investment (ROI)

Assessing financial impact is critical to justify the adoption of Managed Services. Financial metrics help understand whether the service is sustainable and contributes effectively to business objectives:

• Total Cost of Ownership (TCO) compared with in-house IT.

• Efficiency in the use of human and technological resources.

• Impact on critical projects and return on investment (ROI).

Risk and compliance

Risk management is one of the major benefits of Managed Services, but it must also be measured to ensure stability and operational security:

• Security incidents or reported non-conformities.

• Compliance with internal policies and external regulations.

• Service continuity and operational predictability.

Monitoring these indicators helps protect the organisation from critical failures, legal exposures or operational issues.

Strategic alignment and value

Beyond operations, it is crucial to assess how services contribute to the organisation’s strategic objectives. Strategic indicators show whether Managed Services have a real impact on the business:

• Contribution to innovation initiatives.

• Time IT dedicates to strategic projects versus maintenance.

• Adherence to business priorities and impact on overall results.

These data demonstrate that managed services are not merely operational but generate measurable strategic value.

Our experience

We have supported organisations in defining and monitoring KPIs for Managed Services, helping turn indicators into strategic decisions. Each client receives metrics aligned with business objectives, ensuring efficiency, predictability and maximisation of IT investment value.

Is your organisation able to consistently measure the impact of Managed Services in IT?

Contact us to define the most relevant KPIs and ensure sustainable strategic results.