How MSPs Can Deliver IT Performance Reports Without a PSA

A Professional Service Automation (PSA) system can show clients uptime, ticket resolution, patch compliance, and security incidents. However, not all MSPs have that. In its place, they can leverage RMM data to regularly generate an IT performance report to keep their customers updated.

With these reports, MSPs can demonstrate their contribution to the client’s organization and whether they’ve met relevant KPIs. The data can enhance QBR discussions by providing all parties with clear and quantifiable data. It’s also a scalable and repeatable process that can be more affordable than a full PSA dashboard.

Guide to creating reports on IT performance metrics

📌 Prerequisites:

• You must have access to RMM monitoring data for that client.
• You and the client must agree on baseline KPIs and metrics.
• You must have a spreadsheet or reporting template to standardize your output.
• You will need a centralized location, like Ninja Docs, to store the reports for viewing and archiving purposes.

💡 Note: Optionally, you may need basic Windows PowerShell or scripting knowledge for data extraction.

Identify high-value metrics

It’s important to focus on high-value metrics that will provide clients with clear and quantifiable data showcasing IT performance. Here are a few things you should focus on:

• Uptime
• Availability in percentage
• Ticket handling:
  • How many tickets were closed
  • Average resolution time
  • SLA compliance
• Patch compliance and endpoint health status
• Security alerts:
  • detected incidents
  • resolved incidents
• Project or maintenance activity summaries

Build a simple reporting template

Create your reports in a consistent and repeatable format for efficiency. These reports should be generated at regular intervals to keep your clients informed on IT performance. Here’s a sample template you can use:

Modify the table according to your needs and the information you wish to convey to your clients.

After the report, add a short executive summary at the end. Here, you can highlight key wins, risks, and further recommendations.

Automate data collection

Reduce manual effort when possible, to reduce the risk of human error and ensure that reports are generated consistently and regularly.

To automate the process, here are a few things you can do:

• Export the uptime and agent health metrics from your RMM dashboard.
• Parse ticket summaries from PSA email reports.
• Run basic scripts for system checks (e.g., ping tests, patch status).
• Automate CSV generation for repeatable metrics.

Use existing tools for delivery

MSPs can distribute these reports without the use of custom dashboards. That way, clients have different avenues to view IT performance reports at their own convenience.

Here are different ways MSPs can send these reports to their clients:

• Schedule NinjaOne or RMM reports to email stakeholders directly at set intervals or when significant and time-sensitive updates occur.
• Attach Excel/CSV summaries to client check-in emails.
• Include report highlights in QBR slide decks for executives.

Sending these regularly through different avenues encourages transparency and ensures that your client is always aware of the status of their IT operations.

Maintain a report register

Create a tracker where you and your client can view report delivery commitments. Here’s a sample tracker you can use:

This tracker ensures that everyone knows the deadlines and helps prevent missed reports. It keeps everything transparent and encourages accountability from your team.

Refine the reporting process through client reviews

You can tailor your reporting practices according to each client’s needs and requirements. At every QBR, do the following:

• Ask clients which metrics are most valuable to their operations.
• Retire unused metrics and add new ones (e.g., MFA adoption, cloud app usage).
• Adjust delivery formats (e.g., charts vs. tables, email vs. slide deck).

These actions help keep everyone aligned and optimizes your reporting process to meet your clients’ needs.

Best practices summary table for generating an MSP report

Automation touchpoint example

Here’s a sample workflow for generating an IT performance report:

1. Export the uptime, security, patch data, and other relevant information from your RMM tool.
2. Run a simple ping and agent health script through your endpoint management tool.
3. Input the information in your Excel or CSV template.
4. Create and set up a scheduled email to automatically send the report to all stakeholders at the appointed time.
5. Log the report delivery information in your tracker.
6. Review results at QBR, adjust metrics, and report details if needed.

NinjaOne integration ideas for generating IT support performance metrics

• Prebuilt reports – You can use NinjaOne’s endpoint health, patching, and ticket stats reports for core metrics.
• PSA integrations – Sync the report delivery with ConnectWise, Autotask, or Syncro if clients use them.
• Custom fields – Store client preferences (frequency, format, audience) in NinjaOne Docs.
• Automation policies – Run scripts for uptime/agent health checks and populate logs using a remote scripting tool.
• QBR enablement – Combine NinjaOne reports with tracker data into client-ready package reports.

Make the most out of your IT performance reports

MSPs can provide their clients with clear and consistent IT performance insights by regularly generating a detailed report. To do that, they have to select relevant metrics, use a simple template, automate data collection, and consider client feedback to provide their customers with the information they need.

Related Articles: 

• Moving Beyond Troubleshooting, IT Reports Best Practices
• 10 Best IT Reporting Tools for IT Teams
• How to Choose the Right IT KPIs and Performance Metrics