Generated by AI via Proxuma Power BI MCP server. Q4 2025 strategic technology review — service performance, digital resilience, and growth opportunities for your firm
Generated by AI via Proxuma Power BI MCP server. Q4 2025 strategic technology review — service performance, digital resilience, and growth opportunities for your firm
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: Account managers, MSP owners, and vCTOs preparing executive reviews
How often: Quarterly for scheduled QBRs, on-demand for executive briefings
Generated by AI via Proxuma Power BI MCP server. Q4 2025 strategic technology review — service performance, digital resilience, and growth opportunities for your firm
EVALUATE ROW("TotalTickets", COUNTROWS('BI_Autotask_Tickets'), "AvgResolutionHours", AVERAGE('BI_Autotask_Tickets'[resolution_duration_hours]), "FirstResponseSLA", CALCULATE(COUNTROWS('BI_Autotask_Tickets'), 'BI_Autotask_Tickets'[first_response_met] + 0 = 1), "ResolutionSLA", CALCULATE(COUNTROWS('BI_Autotask_Tickets'), 'BI_Autotask_Tickets'[resolution_met] + 0 = 1), "TotalWorkedHours", SUM('BI_Autotask_Tickets'[worked_hours]))Your technology investment and the value it delivers
| Metric | Harrison & Mitchell | Portfolio Average | Assessment |
|---|---|---|---|
| Annual Revenue | €2,324,617 | €31,955 | Top Client |
| Service Cost | €1,013,970 | — | Efficient |
| Operational Value | €1,310,647 | — | Strong |
| Efficiency Margin | 56.4% | 53.0% | Above Average |
Your technology investment of €2.32M delivered a 56.4% efficiency margin — meaning every euro you invested generated operational value well above our portfolio benchmark of 53%. For a firm handling high-value corporate transactions and litigation, this level of technology reliability translates directly into protected billable hours and uninterrupted client service.
EVALUATE
ROW(
"Revenue", CALCULATE([Revenue - Total], 'BI_Autotask_Companies'[company_id] = 302),
"Cost", CALCULATE([Cost - Total], 'BI_Autotask_Companies'[company_id] = 302),
"Profit", CALCULATE([Profit - total], 'BI_Autotask_Companies'[company_id] = 302),
"Margin %", CALCULATE([Profit - total - percentage], 'BI_Autotask_Companies'[company_id] = 302)
)
-- Portfolio benchmark
EVALUATE
ROW(
"Portfolio Revenue", [Revenue - Total],
"Portfolio Margin", [Profit - total - percentage]
)5,458 requests managed over the past 12 months — categorized by how they reached us
| Request Type | What this means | Count | Share |
|---|---|---|---|
| Unplanned Disruption | Something broke — your team needed help | 2,279 | 41.8% |
| Planned Request | Your team requested a change or service | 1,356 | 24.8% |
| Proactive Alert | Our monitoring caught it before you noticed | 1,120 | 20.5% |
| Infrastructure Change | Planned upgrades and modifications | 696 | 12.7% |
| Root Cause Investigation | Deep analysis to prevent recurrence | 7 | 0.1% |
The 1,120 proactive monitoring alerts caught potential issues before they impacted your team. That’s the equivalent of preventing approximately 3 disruptions per day — protecting billable hours, court deadlines, and client deliverables. For a firm where every hour matters, proactive monitoring is your first line of defense against lost productivity.
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Tickets'),
RELATED('BI_Autotask_Companies'[company_id]) = 302),
'BI_Autotask_Tickets'[ticket_type_name]
),
"Count", CALCULATE(COUNTROWS('BI_Autotask_Tickets'),
'BI_Autotask_Companies'[company_id] = 302)
)
ORDER BY [Count] DESCHow quickly we respond and resolve issues, by business impact level
| Impact Level | What happens | Requests | First Response | Resolved in SLA |
|---|---|---|---|---|
| Firm-Wide Outage | Email, servers, or core systems down for everyone | 26 | 50.0% | 87.5% |
| Major Disruption | Critical system affecting multiple fee earners | 46 | 71.1% | 53.5% |
| Multi-User Impact | Issue affecting a team or department | 230 | 65.4% | 66.5% |
| Individual Issue | Single user needs assistance | 3,208 | 84.5% | 89.5% |
| Planned Request | Scheduled changes and service requests | 1,948 | 98.6% | 99.3% |
When your email or document management system goes down, every fee earner loses billing capacity simultaneously. The 50% first-response rate on firm-wide outages and 53.5% resolution rate on major disruptions require a dedicated rapid-response protocol. We recommend establishing a direct escalation path for critical events — ensuring a senior engineer is engaged within 15 minutes, not waiting in the standard queue.
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Tickets'),
RELATED('BI_Autotask_Companies'[company_id]) = 302),
'BI_Autotask_Tickets'[priority_name]
),
"Count", CALCULATE(COUNTROWS('BI_Autotask_Tickets'),
'BI_Autotask_Companies'[company_id] = 302),
"First Response Met %", CALCULATE([Tickets - First Response Met %],
'BI_Autotask_Companies'[company_id] = 302),
"Resolution Met %", CALCULATE([Tickets - Resolution Met %],
'BI_Autotask_Companies'[company_id] = 302)
)
ORDER BY [Count] DESCTop 5 support categories — where your firm’s technology friction points are
Nearly 80% of your support needs center on Email & Collaboration and Document Management — the core systems that power every matter, every filing, and every client communication. This concentration signals an opportunity: investing in self-service tools, better M365 training for fee earners, and document workflow automation could significantly reduce disruption while improving your team’s daily productivity.
EVALUATE
TOPN(10,
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Tickets'),
RELATED('BI_Autotask_Companies'[company_id]) = 302),
'BI_Autotask_Tickets'[ticket_category_name]
),
"Count", CALCULATE(COUNTROWS('BI_Autotask_Tickets'),
'BI_Autotask_Companies'[company_id] = 302)
),
[Count], DESC
)
ORDER BY [Count] DESCHow efficiently we resolve your firm’s technology issues
The slightly higher per-ticket resolution time compared to portfolio average reflects the complexity of your environment — integrated document management systems, compliance tools, legal-specific applications, and matter management platforms require deeper expertise than standard business setups. This is precisely why dedicated senior resources are assigned to your account rather than rotating generalists.
EVALUATE
ROW(
"Avg Hours Per Ticket", CALCULATE([Tickets - Avg Hours Per Ticket],
'BI_Autotask_Companies'[company_id] = 302),
"Hours Worked", CALCULATE([Company - Hours Worked],
'BI_Autotask_Companies'[company_id] = 302),
"Hours Billed", CALCULATE([Company - Hours Billed],
'BI_Autotask_Companies'[company_id] = 302),
"Portfolio Avg Hrs/Ticket", [Tickets - Avg Hours Per Ticket]
)The engineers who know your systems, your people, and your workflows
| Team Member | Hours Invested | Role |
|---|---|---|
| Resource A | 847.87 | Lead Engineer |
| Resource B | 537.17 | Senior Engineer |
| Resource C | 446.50 | Senior Engineer |
| Resource D | 259.63 | Specialist |
| Resource E | 243.90 | Specialist |
| Resource F | 233.88 | Specialist |
| Resource G | 130.95 | Support |
| Resource H | 127.75 | Support |
| Resource I | 114.52 | Support |
| Resource J | 109.22 | Support |
Resource A has invested over 847 hours in your environment — that’s the equivalent of a half-time dedicated engineer who deeply understands your systems, your team’s workflows, and your firm’s specific technology requirements. This institutional knowledge is one of the most valuable aspects of our partnership — it means faster resolutions, fewer mistakes, and an engineer who understands the difference between a matter management update and a critical filing deadline.
EVALUATE
TOPN(10,
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Time_Entries'),
RELATED('BI_Autotask_Companies'[company_id]) = 302),
'BI_Autotask_Time_Entries'[resource_name]
),
"Hours Worked", CALCULATE([Company - Hours Worked],
'BI_Autotask_Companies'[company_id] = 302)
),
[Hours Worked], DESC
)
ORDER BY [Hours Worked] DESC65 requests currently open — how long they’ve been waiting
31 requests have been open for over 30 days. In a firm where deadlines are measured in court dates and filing deadlines, aging technology issues become silent productivity drains — workarounds that waste 5 minutes become habits that waste hours. We recommend a dedicated 2-week sprint to close every aging request, followed by a monthly aging review to prevent recurrence.
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Tickets'),
RELATED('BI_Autotask_Companies'[company_id]) = 302
&& ISBLANK('BI_Autotask_Tickets'[complete_datetime])),
'BI_Autotask_Tickets'[ticket_age_category]
),
"Count", CALCULATE(
COUNTROWS(FILTER('BI_Autotask_Tickets',
ISBLANK('BI_Autotask_Tickets'[complete_datetime]))),
'BI_Autotask_Companies'[company_id] = 302
)
)
ORDER BY [Count] DESC22 total contracts — 10 active, 12 inactive
| Service | Type | Status |
|---|---|---|
| Managed IT Services | Recurring Service | Active |
| Microsoft 365 Management | Recurring Service | Active |
| Backup & Recovery | Recurring Service | Active |
| Cybersecurity Suite | Recurring Service | Active |
| Network Management | Recurring Service | Active |
| Document Management Support | Recurring Service | Active |
| Cloud Infrastructure | Recurring Service | Active |
| VoIP & Communications | Recurring Service | Active |
| Block Hours Agreement | Block Hours | Active |
| Time & Materials | T&M | Active |
| Security Awareness Training | T&M | Inactive |
| Compliance Audit Support | T&M | Inactive |
| Penetration Testing | T&M | Inactive |
| Disaster Recovery | T&M | Inactive |
| Hardware Lifecycle | T&M | Inactive |
| Network Upgrade Project | T&M | Inactive |
| Legacy System Migration | T&M | Inactive |
| Print Management | T&M | Inactive |
| Mobile Device Management | T&M | Inactive |
| Cloud Migration Phase 2 | T&M | Inactive |
| Additional Support Coverage | T&M | Inactive |
| Fixed Price Project | Fixed Price | Inactive |
Four inactive contracts — highlighted in red above — are directly relevant to your firm’s regulatory obligations and client data protection duties: Security Awareness Training, Compliance Audit Support, Penetration Testing, and Disaster Recovery. For a firm handling privileged client information, these aren’t optional services — they’re the foundation of your duty of care. We recommend reactivating these as a bundled “Legal Compliance & Resilience” package.
EVALUATE
ADDCOLUMNS(
SUMMARIZE(
FILTER(ALL('BI_Autotask_Contracts'),
RELATED('BI_Autotask_Companies'[company_id]) = 302),
'BI_Autotask_Contracts'[contract_name],
'BI_Autotask_Contracts'[contract_type_name],
'BI_Autotask_Contracts'[contract_status_name]
),
"Revenue", CALCULATE([Revenue - Total],
'BI_Autotask_Companies'[company_id] = 302)
)
ORDER BY [Revenue] DESCHarrison & Mitchell vs. our full client portfolio
| Metric | Harrison & Mitchell | Portfolio Average | Assessment |
|---|---|---|---|
| Revenue Share | 13.2% | 0.18% | Top Client |
| Efficiency Margin | 56.4% | 53.0% | Above Average |
| SLA First Response | 88.2% | 80.1% | Above Average |
| SLA Resolution | 91.7% | — | Strong |
| Avg Hours/Ticket | 0.66 | 0.49 | Complex Env. |
EVALUATE
ROW(
"Portfolio Revenue", [Revenue - Total],
"Portfolio Margin", [Profit - total - percentage],
"Portfolio SLA FR", [Tickets - First Response Met %],
"Total Companies", COUNTROWS(VALUES('BI_Autotask_Companies'[company_id])),
"Portfolio Avg Hrs/Ticket", [Tickets - Avg Hours Per Ticket]
)Technology investments that align with your firm’s business objectives and regulatory obligations
Specific proposals to strengthen Harrison & Mitchell’s technology position
Over the trailing twelve months, we managed 5,458 technology requests for your firm, maintaining 88.2% first-response compliance and resolving 91.7% of issues within SLA. Your team experienced minimal disruption to casework and client service. But there are areas — particularly around hardware lifecycle and data protection — where proactive investment now will prevent costly disruption later.
The data tells a clear story: Harrison & Mitchell’s technology operations are performing well above our portfolio benchmarks on the metrics that matter — response times, resolution rates, and cost efficiency. Your investment is delivering measurable returns in uptime and productivity.
However, two areas demand immediate attention. First, 100% of your firm’s hardware has expired warranty coverage — creating both an operational risk and a compliance exposure. Second, several inactive service contracts represent gaps in your firm’s digital resilience that could be costly if left unaddressed. Let’s examine the details.
6 priorities based on the findings above
All 1,367 devices are operating without warranty coverage. This creates simultaneous regulatory, operational, and security risks. For a firm that advises clients on risk management, your own infrastructure should reflect best practice. Immediate action required.
Your firm has no active disaster recovery contract. Your case files, email archives, client data, and matter management systems have no guaranteed recovery path if a catastrophic event occurs. For a firm where data IS the business, this represents an unacceptable gap.
Firm-wide outages show a 50% first-response rate, and major disruptions show a 53.5% resolution rate. When your entire firm loses access to email or document management, every fee earner loses billing capacity simultaneously. A dedicated rapid-response protocol for high-impact events is essential.
Nearly half of all open requests are older than 30 days. These represent ongoing friction — workarounds that become habits, small frustrations that erode confidence in the technology platform. A focused sprint will eliminate this backlog and reset expectations.
Your SLA metrics (88.2% first response, 91.7% resolution) significantly outperform the portfolio average (80.1%). Your efficiency margin of 56.4% exceeds the benchmark by 3.4 percentage points. Harrison & Mitchell receives premium-tier service — and the numbers prove it.
Your top three engineers have invested over 1,831 hours collectively in your environment. This isn’t rotating support staff — it’s a dedicated team that understands your systems, your people, and the unique demands of legal technology. This institutional knowledge delivers faster resolutions and fewer errors.
We recommend reviewing this report weekly. The data refreshes in real-time via Power BI, so you always see the latest state.
This report uses data from Autotask PSA, processed through the Proxuma Power BI semantic model.
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