The managed service providers also named financial predictability among their key performance indicators. These include service delivery costs, current and projected revenue streams, as well as billable employee utilization rates. Such itemization is often necessary as a means of securing the deal when costs are being divided among multiple business units.
"Bandwidth is one of the costs that often slips through the cracks," said Jack Gerbs, president of Quanexus, Inc., Dayton, Ohio. "Cloud and managed services also face customer concerns around reliability and then there's just plain old fear of change."