Table of Contents

Contents Description
License Agreement What you're agreeing to by using this report.
About the Service Leadership Index® The ITSP 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 ITSP business models drove the greatest increases in stock value over the last five years?
Special Section — Looking Ahead Driving Growth:
  • Macro-economic impacts on IT solution provider performance
  • 2017-21 budget attainment and 2022 budget
  • Recent performance of Private Equity-Backed MSPs
  • The importance of customer size to the ITSP's value creation strategy
  • MSP sales and marketing costs vs. productivity
Impact of Vendor Programs and of Product and Cloud Resale Margins on IT Solution Provider Profitability What is the influence of vendor back-end dollars and cloud resale on ITSP profitability, by PBM?
ITSP Profitability Over Time How have ITSPs performed financially, from 2008 through 2021, by PBM?
ITSP Operational Maturity Levels How do the ITSPs 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)
  • PBM: Product-Centric
  • PBM: Infra-Technical Services
  • PBM: Infra-Project (Professional) Services
  • PBM: Infra-Managed Services (MSP)
  • PBM: Infra-Shared Services
  • PBM: Infra-Balanced
  • PBM: Applications-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.