The MSP industry uses at-least two-dozen. IT support metrics (sometimes more). That’s a lot of data to collect, analyze and report. What to do with all of that time invested and data/reports generated? We do not consider all of the metrics MSPs measure as KPIs – per the above paragraph. Almost 24 metrics are just too much in that the company cannot realistically try to improve two dozen things simultaneously!
https://www.extnoc.com/managed-print-services/