Table of Contents

Section Description
License Agreement What you're agreeing to by using this report.
About the Service Leadership Index® The TSP industry's most accurate, detailed, longest-running and most actionable benchmark.
Predominant Business Models 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 Section — Looking Ahead Driving Growth: What are the MSP growth and profit budgets for 2021, what’s been their budget attainment, contract win and termination rate, and what are their marketing budgets for 2021?
  • Macro-Economic Impacts on Technology Solution Provider Performance
  • 2017-20 Budget Attainment and 2021 Budget
  • TSPs and the Lockdown Economy: Response and Outcomes
  • Recent Performance of Private Equity-Backed MSPs
  • The Importance of Customer Size to the TSP’s Value Creation Strategy
  • MSP Sales and Marketing Costs vs. Productivity
Seasonality of Profitability For the various TSP business models
Impact of Vendor Programs on Technology Solution Provider Profitability What is the influence of vendor back-end dollars on TSP profitability, by PBM?
SP Profitability Over Time How have TSPs performed financially, from 2008 through 2020, by PBM?
SP Operational Maturity Levels How do the TSPs in the top quartile of profitability attain their results, and do so with consistency?
Planning and Diagnostics, by Predominant Business Model (PBM) Valuation, financial ratios, Operational Maturity Level and growth trends, by PBM:
  • All PBMs Combined (Read this first) – Page
  • PBM: Product-Centric – Page
  • PBM: Infra-Technical Services – Page
  • PBM: Infra-Project (Professional) Services – Page
  • PBM: Infra-Managed Services (MSP) – Page
  • PBM: Infra-Shared Services – Page
  • PBM: Infra-Balanced – Page
  • PBM: Applications-Project Services – Page
Resources for Optimizing Financial Performance and Stock Value From Service Leadership, for attaining top quartile profitability and growth.
Glossary Dictionary of terms we use.