Benchmarking The IT Service Desk – Where Do You Stand?

A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit excited.

SysAid, a provider of IT help desk and customer service software solutions, has provided me with a subset of the service desk benchmarking information captured through its customers’ use of its software (on an opt-in basis, of course).

To me, this is the sort of stuff that the ITSM community (see my previous blog) is crying out for – information that helps them to understand where they are and what they should aspire to. More information about the SysAid benchmarking is available at http://www.ilient.com/it-performance-benchmark.htm (link is provided for more detail on the definitions for the benchmarks below).

Average Service Requests (SR) closed per Admin (Service Desk Agent)

Important note: If you follow the above link, the assumptions show that the SRs are “incidents.”

Quick comment – I am assuming that this is per day but I am seeking clarification. As with all the slides in this blog, please treat with care in the absence of sample sizes.

Percent of Surveys Answers vs. Sent 

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