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Desktop Support Benchmarks

MetricNet offers Desktop Support Cost Benchmarks for organizations that operate their own internal, in-house Desktop Support function.

MetricNet also offers Desktop Support Price Benchmarks for organizations that have outsourced their Desktop Support function, or are contemplating outsourcing their Desktop Support Function.

Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.

Desktop Support Cost Benchmarks

MetricNet’s Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry.  The Desktop Support Cost Benchmark  for in-house/insourced Desktop Support groups includes the following Key Performance Indicators:

Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request

Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable

Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount

Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours

Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure

Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)

Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume

Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.

Desktop Support Price Benchmarks

The Desktop Support Price Benchmark  for outsourced Desktop Support groups includes the following Key Performance Indicators:

Price Metrics
Price per Ticket
Price per Incident
Price per Service Request

Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable

Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours

Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume

Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.

 

 

About Metricnet

MetricNet’s expertise provides our clients with valuable insights and information that they can use to enhance their performance and achieve a superior or favorable long-term position over competitors. Our history dates back to 1990. Learn more here.

Benchmarking Options by Functional Area

Downloadable Benchmarks

Contact Us

Phone: (703) 992-7559
Fax: (703) 992-7558
Email: info@metricnet.com

 

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Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.
Is Your Support Organization Right-Sized?
The ROI of Benchmarking

The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.. Learn MorePlace article copy here. Be sure to make the articles short and concise as people tend not to read much more than a couple of paragraphs.

The ROI of Benchmarking

The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.