In-house/Insourced Desktop Support Benchmark – Canada


Canada Desktop Support Benchmark for In-house/Insourced Desktop Support (report in PDF format) sample

Add-On – Excel Data File for Canada In-house/Insourced Desktop Support Benchmark sample

SKU: DS-CA-IN-2021 Categories: , ,


Report Number:

Number of data records in report:

Report Production Date:
June 2021

Currency Units:
Canadian Dollars $

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
Technicians as a % of Total Headcount

Service Level Metrics
Mean Time to Resolve Incidents (business hours)
% of Incidents Resolved in 1 Business Day
Mean Time to Fulfill Service Requests (business days)
% of Service Requests Fulfilled in 3 Business Days

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

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

Additional information

ADD Excel Data File - $1,499

No, Yes

ADD MetricNet Presentation of Benchmarking Results - $499

No, Yes

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