Enterprise Pricing and Hidden Cost to Serve
A short managed it services decision problem. Use the supplied facts, commit to one action, then check your reasoning. Fictional practice; no leaderboard score is recorded.
Managed IT services · cost to serve
Your enterprise segment produces the highest revenue per client and the highest gross margin on paper. It also absorbs about 70% of engineering escalations and your two most senior engineers, whose time is booked to a shared overhead pool rather than to clients.
| Given fact | Scenario data |
|---|---|
| Enterprise revenue / client | Highest segment |
| Reported enterprise gross margin | Highest segment |
| Engineering escalations | About 70% from enterprise |
| Senior engineers used | Two |
| Engineering time accounting | Shared overhead, not client costs |