This report provides a detailed breakdown of time distribution across work types for managed service providers.
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: MSP operations teams and service delivery managers
How often: As needed for specific analysis or reporting requirements
Headline figures across all work types in the dataset
EVALUATE ROW("TotalHours", SUM('BI_Autotask_Time_Entries'[hours_worked]), "BillableHours", SUM('BI_Autotask_Time_Entries'[Billable Hours]), "NonBillableHours", SUM('BI_Autotask_Time_Entries'[Non billable Hours]), "BillingCodeName", "All billing codes mapped to NULL in demo data")Each bar shows that work type's share of total logged hours (50,752h). Bar width is proportional to share percentage.
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
'BI_Autotask_Time_Entries',
'BI_Autotask_Time_Entries'[time_entry_type]
),
"Total Hours", CALCULATE([Total]),
"Billable Hours", CALCULATE([Billable]),
"Non-Billable", CALCULATE([Non-Billable])
)
ORDER BY [Total Hours] DESCHow much of each work type's hours was billed to clients? Service desk and project task work have a billable flag; internal and admin do not.
| Work Type | Total Hours | Billable | Non-Billable | Billable % | Status |
|---|---|---|---|---|---|
|
Service Desk
Ticket-based time entries (Type 2)
|
33,271 | 29,254 | 4,017 | 87.9% | Strong |
|
Project Task
Project milestone time (Type 6)
|
10,216 | 9,109 | 1,107 | 89.2% | Strong |
|
Internal
Internal infrastructure & ops (Type 10)
|
5,400 | 0 | 5,400 | 0% | Overhead |
|
Admin / General
Meetings, admin, general (Type 17)
|
1,864 | 0 | 1,864 | 0% | Overhead |
| Total | 50,752 | 38,363 | 12,388 | 75.6% | Overall |
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
'BI_Autotask_Time_Entries',
'BI_Autotask_Time_Entries'[time_entry_type]
),
"Total Hours", CALCULATE([Total]),
"Billable Hours", CALCULATE([Billable]),
"Non-Billable", CALCULATE([Non-Billable]),
"Billable Pct", DIVIDE(CALCULATE([Billable]), CALCULATE([Total]), 0)
)
ORDER BY [Total Hours] DESCInternal (Type 10) and Admin (Type 17) hours combined form the non-client overhead pool. Industry benchmarks suggest keeping this under 20%.
The data shows 50,752 total hours logged across four work types. Service desk work accounts for 65.6% of all time, which is typical for a reactive MSP with a strong ticket volume. Project task work at 20.1% suggests the team does meaningful project delivery alongside operational support. Together, these two billable categories cover 85.7% of total capacity.
The billable rates within each client-facing category are high: 87.9% for service desk and 89.2% for project tasks. This means that when time is logged against a ticket or project, most of it converts to billable output. The drag on the overall billable percentage (75.6%) comes entirely from the 14.3% of hours spent on internal and admin work, which carries a 0% billable rate by definition.
The 14.3% overhead figure is healthy compared to MSP benchmarks. However, it represents 7,264 hours of non-recoverable capacity. At an average rate of €95/hour, that is roughly €690,000 in capacity absorbed without billing. Whether that overhead is justified depends on whether internal work is producing operational leverage, automation, or process improvements that reduce future ticket volume.
When nearly 88% of ticket time converts to billable output, your ticket-to-billing process is working. The risk is contract creep: as fixed-price contracts grow, more service desk hours become non-billable by contract design rather than poor process. Monitor this rate monthly. If it drops below 80%, investigate whether new contract terms are absorbing hours that were previously billed.
Project work at 20.1% with an 89.2% billable rate is the highest-converting work type in the dataset. If the business can increase project revenue without proportionally increasing overhead, project hours are the lever to pull. Set a target to move project work to 25–28% of total time over 12 months, and track whether the service desk share compresses accordingly or whether new headcount absorbs the capacity.
Internal hours are the only work type that is both large (10.6%) and entirely non-billable. That is fine if those hours are building automation, reducing ticket volumes, or training engineers who later bill at higher rates. It becomes a problem if internal time is miscategorized client work, or if it is growing year over year without a corresponding reduction in reactive ticket volume. Set a quarterly review to categorize what internal time actually produced.
These are Autotask's internal time entry type codes. Type 2 corresponds to service desk ticket work, Type 6 to project task entries, Type 10 to internal work, and Type 17 to general or admin time. The labels in this report are based on the standard Autotask type definitions. Your instance may use custom labels for the same codes.
Internal time entries in Autotask are structured as non-billable by design — they are logged against internal companies or without a client-billable flag. This does not mean the work has no value; it means Autotask tracks it separately from client-facing work. Some MSPs create internal projects with hour tracking to measure this investment over time.
It depends on what the internal hours produced. As a percentage, 14.3% is within the healthy range for MSPs (typically 10–20%). The concern arises if internal overhead grows year over year without a measurable operational return, such as reduced ticket volume, faster resolution times, or improved client retention. Track it quarterly and set a ceiling for what is acceptable given your business model.
Yes. In the live Power BI report, add a slicer for resource name or team. Some engineers are naturally more project-focused; others are predominantly service desk. Comparing work type distributions across the team reveals specialization patterns and can inform hiring or training decisions. Ask the AI "Show me work type distribution per technician" and it will run the equivalent DAX grouped by resource.
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