MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Home » MetricNet and SDI Partnership
MetricNet, LLC and The Service Desk Institute (SDI) have partnered to increase the availability and accessibility of a number of tools that service desk professionals can use to measure, manage, and improve performance right away.
Through this partnership, MetricNet will offer a self-assessment version of SDI’s Global Best Practices Standard in all of its Service Desk Peer Group Benchmarks. Further, SDI members will be given access to MetricNet’s full suite of Service Desk calculators and scorecards as part of their annual membership fee, and have access to a number of MetricNet’s benchmarking data packs.
The companies will also join forces on BrightTALK to offer complimentary training webcasts to the Global IT Service and Support community. This new strategic partnership expands upon an existing relationship whereby SDI and MetricNet combined forces in 2018 to offer the most comprehensive service desk benchmark in the industry.
Enhancing and Empowering the Global Service Desk Industry
The Only Globally Recognized Service Desk Best Practices Standard
Convenient and Accessible Tools Based on Global Benchmarking Data
Through our combined experience in service desk benchmarking, consulting, and best practices research, MetricNet and SDI are uniquely positioned to meet the rapidly evolving requirements of the Global Service Desk Industry.
Credibility and Experience
Value & Objectivity
MetricNet is the global leader in IT service and support benchmarking. More than half of the Global 2000 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
Founded in 1988 The Service Desk Institute (SDI) has dedicated the last 30 years to guiding and inspiring service desks and the ITSM community. With passion for providing best practice and sharing our knowledge worldwide, SDI acts as a well respected, trusted and independent advisor to the service desk industry. This reputation benefits the many SDI’s partners who work with us to represent the SDI brand around the world.
First introduced in 2000, the Global Best Practice Standard for Service Desk is the only globally recognized standard created specifically for service desks. This comprehensive global standard is suitable for any service desk seeking to understand its level of maturity and improve its performance and quality of service delivery. It is particularly relevant to IT organizations undergoing significant business or structural change or those seeking to gain competitive advantage.
Leveraging more than 30 years of expertise and benchmarking data, MetricNet’s proprietary set of calculators, scorecards, tools, and templates is designed for all service desks who aspire to achieve world-class performance. The exclusive bundle created for SDI members includes headcount, budget, performance targets, and ROI calculators as well as Service Desk and Analyst scorecards.
Our peer group benchmarks contain more than 40 key performance indicators in a variety of categories including channel mix, cost/price, quality, productivity, service level, handle time, chat, and analyst/agent/technician.
What are you waiting for? Schedule your brief no-obligation consultation today!
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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