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In-house/Insourced Desktop Support – United States

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Product Description

Outsourced Desktop Support - United States $2,999.00
In-house/Insourced Desktop Support - Canada $2,999.00

$2,999.00 – $4,497.00

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

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

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SKU: DS-US-IN-1218 Categories: , ,
  • Description

    • Description

    Report Number:
    DS-US-IN-1218

    Number of data records in report:
    41

    Report Production Date:
    December 2018

    Currency Units:
    US 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
    Ratio of Technicians to total Headcount

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

    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

  • Additional information

    • Additional information

    ADD Excel Data File - $999

    No, Yes
    ADD MetricNet Presentation of Benchmarking Results - $499

    No, Yes
  • Reviews (0)

    • Reviews

    There are no reviews yet.

    Only logged in customers who have purchased this product may leave a review.

  • Returns & Delivery

    • Returns and Exchanges

    There are a few important things to keep in mind when returning a product you purchased.You can return unwanted items by post within 7 working days of receipt of your goods.

    • You have 14 calendar days to return an item from the date you received it. 
    • Only items that have been purchased directly from Us.
    • Please ensure that the item you are returning is repackaged with all elements.

    Ship your item back to Us

    Firstly Print and return this Returns Form to:

    30 South Park Avenue, San Francisco, CA 94108, USA
    Please remember to ensure that the item you are returning is repackaged with all elements.


    For more information, view our full Returns and Exchanges information.

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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.
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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.

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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.