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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

MSP profit margins

MSP Profit Margins 101: Industry Averages & Ways to Improve

Discover essential strategies to enhance your MSP profit margins, from calculating key metrics to optimizing costs and revenue for sustainable growth.

Matt Linn Mar 27, 2026

MSP Automation

How Alvarez Technology Group Reclaimed 40 Hours a Week (Without Adding Headcount)

Discover how Alvarez Technology Group reclaimed 40 hours a week with AI-powered ticket follow-ups, boosting efficiency and scaling without adding...

Mark Alayev Mar 26, 2026

Client Experience

CSAT Is a Lagging Indicator. Here's What to Measure Instead.

Discover why CSAT is a lagging indicator of client health and learn about key metrics to predict retention and churn for your MSP business.

Matt Linn Mar 24, 2026

MSP Maturity

Reactive vs Proactive Managed Services

Find out the key differences between reactive and proactive managed services and why working with a proactive MSP is the best solution for most...

Matt Linn Mar 23, 2026

AI Service Desk

Death of the Reactive Ticket Desk: 2026 Belongs to Intelligent Service Operations

Find out why the future of MSPs lies in intelligent service operations, transforming reactive ticket desks into proactive growth engines by 2026.

Matt Linn Mar 19, 2026

Thread News

Thread x Pia: From AI Conversation to Fully Automated Resolution

Discover how Thread and Pia integrate to automate MSP service desks, enhancing efficiency by resolving routine tickets without technician...

Mark Alayev Mar 16, 2026

MSP Client Experience

How SnapTech Uses Client Intelligence to Turn Everyday Tickets Into Real Client Insight

Discover how SnapTech leverages Client Intelligence to transform routine tickets into actionable client insights, enhancing efficiency and client...

Matt Linn Mar 13, 2026

AI Service Desk

Why Thread Doesn’t Train on Your Data and How That Makes the AI Better

Discover why training AI on historical service desk data is flawed and how Thread uses first principles for better consistency and reliability.

Mark Alayev Mar 13, 2026

MSP Maturity

30 MSP KPIs to Track & Measure Performance

See 28 KPIs that managed service providers can use to measure their performance, including financial, efficiency, customer satisfaction, and security...

Matt Linn Mar 12, 2026

MSP Maturity

IT Maturity Models to Assess Your Organization

Learn what an IT maturity model is & why it’s important, common models to measure and develop your IT maturity level, and how to improve IT maturity.

Matt Linn Mar 12, 2026

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