Best Practices: Benchmarking for Service Desk Success

Overview

Benchmarking is a critical process for any Service Desk that wants to gauge the quality of its service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email.

While industry metrics can be extremely useful in discerning your service level, true benefits to service delivery come from benchmarking from within.
Download the SDI best practices guide to learn:
• The different types of benchmarking and which you should use
• Key metrics every service desk should measure
• How to implement and utilise benchmarking best practices
• And more...