- Major Studies
- Market Assessments
As organizations adopt new devices and applications, the IT help desk is under pressure to support a wider array of technologies. Adding to the pressure, the help desk must deliver these services in a cost-effective manner, while maintaining high levels of user satisfaction.
How can IT managers know whether their help desk organizations are satisfying these objectives?
This study is designed to help technical service managers benchmark their organization’s help desk against those of other IT organizations to establish a baseline of help desk statistics, identify gaps in cost and productivity, and improve help desk operational effectiveness.
The metrics we benchmark in this study include help desk spending metrics, help desk staffing ratios, operational help desk statistics, and help desk cost information.
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The study includes four chapters:
Each chapter presents three sets of benchmarks and demographic information on the sample used in the chapter. The benchmarks and demographics are as follows:
Helpdesk Spending Metrics
Helpdesk Staffing Metrics
Helpdesk Operational and Cost Metrics