Table of Contents

Contents	Description
License Agreement	What you're agreeing to by using this report.
About the Service Leadership Index	The IT solution provider (TSP) industry’s most accurate, detailed, longest-running and most actionable benchmark.
Predominant Business Models™ (PBMs™)	Making benchmarks relevant; identifying true best practices.
Value Creation Strategy Pay-Offs	Approximate stock value – which TSP business models drove the greatest increases in stock value over the last five years?
Special Sections: Driving Growth	Hyperautomation impacts on TSP profitability Macroeconomic impacts on TSP performance 2021-23 budget attainment and 2024 budget Recent performance of private equity-backed MSPs Financial performance by geographic regions MSP sales and marketing costs vs. productivity
Impact of Vendor Programs and of Product and Cloud Resale Margins on TSP Profitability	What is the influence of vendor back-end dollars and cloud resale on TSP profitability, by PBM?
TSP Profitability Over Time	How have TSPs performed financially, from 2008 through 2023, by PBM?
TSP Operational Maturity Levels	How do the TSPs in the top quartile of profitability attain their results, and do so with consistency?
Customer Satisfaction and Attrition vs. Financial Performance	Analyzes the correlation between financial performance and the key customer satisfaction measures of Net Promoter Score and client attrition rate.
Planning and Diagnostics, by Predominant Business Model	Valuation, financial ratios, Operational Maturity Level™, and growth trends by PBM: All PBMs Combined PBM: Product-Centric (VAR) PBM: Infra-Technical Services PBM: Infra-Professional (Project) Services PBM: Infra-Managed Services (MSP) PBM: Infra-Shared Services (Private Cloud) PBM: Infra-Balanced PBM: Application-Professional (Project) Services
Resources for Optimizing Financial Performance and Stock Value	From Service Leadership, for attaining top quartile profitability and growth.
Glossary	Terms we use in the report.