Back to Benchmarks
B2B ServicesIT & Managed ServicesNot yet sourced
IT & Managed Services Blueprint
Other sub-industries in B2B Services: Professional & Consulting Services, Marketing & Creative Agency
Common Business Goals
- Grow recurring managed-service revenue with healthy net retention
- Maintain SLA compliance to protect trust and reduce churn
- Convert break-fix and project clients into recurring managed-service relationships
Recommended KPI Hierarchy
2 of 6 KPIs have a verified formula on file — benchmarks are only apples-to-apples when the underlying formula matches.
North Star
Net Revenue Retention (NRR)Primary
SLA Compliance RateManaged Services Attach Rate
Diagnostic
Ticket Resolution TimePipeline Created
Guardrail
Example ScorecardClick Actual to fill in your own numbers
| KPI | Target | Actual | Status |
|---|---|---|---|
| Net Revenue Retention | 105%+ | At Risk | |
| SLA Compliance Rate | 98%+ | At Risk | |
| Managed Services Attach Rate | 45%+ | At Risk | |
| Churn Rate | < 6% | At Risk |
Common Measurement Mistakes
- • Reporting average SLA compliance without flagging clients below threshold, hiding churn-risk accounts
- • Not tracking managed-services attach rate on project/break-fix clients, leaving recurring revenue on the table
- • Measuring ticket volume instead of resolution time, rewarding busy-ness over actual service quality
Best-Practice Notes
- • Flag any client below SLA threshold for proactive account management before it becomes a churn conversation
- • Build a systematic attach-rate motion for converting project clients to managed contracts
- • Track NRR and churn together — a few large account losses can offset broad expansion elsewhere