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.