Cost vs. Price Benchmarking: Which Do You Need? All ResourcesDesktop SupportService Desk Cost vs. Price Benchmarking: Which Do You Need? Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center,…Angela IrizarryMay 10, 2012
Single Point of Contact (SPOC) | Service Desk KPI All ResourcesService Desk Single Point of Contact (SPOC) | Service Desk KPI The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 10, 2012
Desktop Support Metrics: Overview All ResourcesDesktop Support Desktop Support Metrics: Overview When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for…Angela IrizarryMay 10, 2012
MetricNet Launches Industry’s First Online Benchmarking Store All ResourcesDesktop SupportNews and PressService Desk MetricNet Launches Industry’s First Online Benchmarking Store Today MetricNet launched the industry's first online Benchmarking Store. The Benchmarking Store contains Service Desk, Call Center, and Desktop Support Benchmarks from around the world. Now, for the first time,…Angela IrizarryMay 1, 2012
The Zen of Support All ResourcesDesktop SupportMemberWhitepapers The Zen of Support Download This Article Forward To A Friend The Zen of Support: The Path to Strategic Enlightenment All support organizations operate along a continuum of maturity. Newer organizations, and those…Jeffrey RumburgApril 21, 2012
Agent Utilization | Metric of the Month All ResourcesMemberMetric of the MonthService Desk Agent Utilization | Metric of the Month One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on…Angela IrizarryMarch 23, 2012
First Level Resolution Rate | Metric of the Month All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the Month First Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
Desktop Support Cost per Ticket | Metric of the Month All ResourcesDesktop SupportMemberMetric of the Month Desktop Support Cost per Ticket | Metric of the Month Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. OperatingAngela IrizarryJanuary 23, 2012
