Metrics That Matter 2017: Annual ITSP Benchmarking Study

EXECUTIVE SUMMARY: SETTING SIGHTS ON GROWTH

In a world where cloud platforms and applications, mobile devices and big
data are commonplace, and businesses are increasingly integrating advanced
technology, such as wearable devices, artificial intelligence and machine learning, the information technology service providers (ITSPs) who keep those systems running are more important than ever.

As the ITSP market has matured, this year’s numbers indicate that established firms are winning more business, with both project and ticket volume increases
scaling positively according to ITSP size. Those logging more than 26 projects or
between 10,000 and 100,000 tickets per year saw the greatest volume increases
in those respective categories.

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