Benchmark 2014: Global Results for Desktop Support on BrightTALK

Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend. As a result, many support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in desktop support and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2014 Global Benchmarking Initiative for Desktop Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.