Table of Contents

Contents 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:
  • Macroeconomic impacts on TSP performance
  • 2020-22 budget attainment and 2023 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 2022, by PBM?
TSP Operational Maturity Levels How do the TSPs in the top quartile of profitability attain their results, and do so with consistency?
Inside Look Into Five OML Traits Five Operational Maturity Level™ (OML™) Traits from SLIQ™ that tend to influence profitability and growth most significantly:
  1. Value Creation Strategy
  2. Target Customer Profile
  3. Driving Technology Standards
  4. Quarterly Business Reviews
  5. Charging for Technical Assessments
Planning and Diagnostics, by Predominant Business Model Valuation, financial ratios, OML and growth trends by Predominant Business Model (PBM):
  • All PBMs Combined (Read this first)
  • PBM: Product-Centric
  • PBM: Infra-Technical Services
  • PBM: Infra-Professional (Project) Services
  • PBM: Infra-Managed Services (MSP)
    • Special Section: MSPs' Core Services Profitability Infrastructure Services Gross Margin Trends and Recommendations
  • 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 Dictionary of terms we use.