7 Things Your Monthly IT Managed Support Report Should Show 

Paying for IT managed support should give your business more than someone to call when something goes wrong. You should also get a clear picture of how your IT environment is performing, what issues your team is facing, and whether your provider is helping to stop problems from coming back. 

A monthly IT managed support report gives you that visibility. It helps management review support performance, spot recurring issues, monitor risks and make better decisions about IT spending. 

But what should the report actually include? Here are seven key areas to look for. 

1. IT Support Tickets and Resolution Times

The report should show how many support requests were received, resolved and carried over to the next month. 

Useful metrics include: 

• Total tickets raised and resolved. 

• Average response time. 

• Average resolution time. 

• Number of outstanding tickets. 

• Percentage of tickets resolved within agreed service levels. 

These figures show whether the support team is keeping up with business needs. Service levels are usually set out in a service level agreement, a formal commitment between provider and client as described in NIST’s glossary definition of an SLA. 

For example, a high number of unresolved tickets may point to a resourcing issue, a complicated technical problem or a delay in getting approvals. 

The report should explain significant delays, not just list the numbers. 

2. System Performance and IT Availability

Your report should give an overview of how well your key IT systems are performing. 

Depending on the scope of your service, this may cover network availability, server performance, cloud service issues, connectivity problems and major service interruptions. 

Look for information such as: 

• System uptime and downtime. 

• Major service disruptions. 

• Network performance issues. 

• Server or infrastructure capacity concerns. 

• Actions taken to restore affected services. 

This shows whether IT performance is affecting daily operations. Providers that use centralised network management and analytics can pull these performance trends together far more easily. 

For businesses that rely heavily on cloud applications, remote access or connected offices, spotting performance trends early helps reduce unnecessary disruption. 

3. Recurring IT Problems and Root Causes

A good support report should explain more than how many problems were fixed. It should also flag issues that keep coming back. 

For example, repeated connectivity complaints may point to a network configuration issue rather than separate incidents. Frequent laptop slowdowns could point to outdated hardware or insufficient system resources. 

The report should highlight recurring issues, likely root causes and recommended corrective actions. 

This matters because repeated temporary fixes eat up support hours without solving the underlying problem. 

With proper tracking, your IT managed support provider can help the business move from repeatedly fixing symptoms to dealing with the causes. Our guide on how managed support services reduce production downtime explains why this shift matters. 

4. Cybersecurity Alerts and Security Updates

IT support and cybersecurity are closely connected, so the monthly report should include relevant security activity where it falls within the service scope. 

This may include: 

• Security alerts reviewed or escalated. 

• Operating system and software patch status. 

• Endpoint protection status. 

• Suspicious activity requiring investigation. 

• Security weaknesses identified and outstanding actions. 

If your business uses a separate Security Operation Centre (SOC) or cybersecurity provider, the report should make clear which security activities each service covers. 

For example, an IT managed support provider may handle routine patching and endpoint maintenance, while a SOC provider investigates security alerts and coordinates more advanced threat monitoring. You can see how that SOC side works in our article on how a Security Operation Centre responds to a cyber crisis. 

This distinction helps management understand what is covered and where extra security support may be needed. 

5. Backup Status and Recovery Readiness

Having backups does not automatically mean your business can recover after an incident. 

Your monthly report should show whether scheduled backups completed successfully, whether failures were fixed and whether any recovery testing took place. 

Depending on your service arrangement, this may include: 

• Backup job success and failure rates. 

• Outstanding backup issues. 

• Backup storage capacity. 

• Results of recovery tests. 

• Recommended improvements to backup and recovery arrangements. 

These details help reveal gaps before data loss or system failure happens. 

Your provider should also confirm which systems the backup service covers and whether recovery testing is included in the contract. 

6. IT Asset and Maintenance Updates

Your business needs visibility into the condition of its IT equipment and the maintenance needed to keep it running. 

The report may cover device health, ageing hardware, software updates, warranty concerns and equipment nearing the end of its supported lifecycle. 

This helps management plan replacements and upgrades instead of waiting for equipment to fail. 

For example, if several business-critical devices are nearing the end of their support period, your provider should flag the risk and recommend a practical replacement timeline. 

A clear asset overview also helps businesses avoid unnecessary purchases and plan IT spending more effectively. 

7. Recommendations and Action Items for the Next Month

The final section should turn the report’s findings into clear next steps. 

A useful monthly report should show what needs attention, why it matters, who is responsible and when action should be taken. 

Recommendations may include fixing recurring network issues, completing outstanding security updates, improving backup arrangements, upgrading ageing equipment or reviewing IT capacity. 

Each action item should ideally include: 

• The issue or improvement required. 

• Its business impact or priority. 

• The recommended action. 

• The person or team responsible. 

• The target completion date. 

• The current status. 

This makes the report useful for both IT teams and management. Instead of only reviewing what happened last month, the business can agree on what needs to happen next. 

How ACEiT Helps Businesses Get More From IT Managed Support 

ACEiT provides IT and cybersecurity capabilities covering IT infrastructure, networking, cloud, managed services and security. 

For businesses reviewing their IT managed support arrangements, reporting should be part of a wider effort to improve visibility and accountability. Support metrics, recurring issues, system performance and outstanding recommendations all help management judge whether the current IT environment is meeting business needs. 

ACEiT can help businesses find IT support and infrastructure services suited to their operations, while pointing out areas that need further improvement. 

Want better visibility into your IT performance? Talk to ACEiT about your current support arrangements, reporting requirements and opportunities to make your IT environment more reliable and easier to manage.