About The SDI/MetricNet Partnership
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 a passion for providing best practices and sharing their knowledge worldwide, SDI acts as a well-respected, trusted and independent advisor to the service desk industry.
MetricNet is the global leader in IT service and support benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. 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.
Now, for the first time ever, SDI and MetricNet have combined forces to offer the most comprehensive service desk benchmark in the industry!
MetricNet & SDI Capabilities
MetricNet is the leading source of benchmarks, scorecards, and performance metrics for corporate managers worldwide. MetricNet benchmarks encompass every industry and government sector, and address numerous business functions including information technology, customer service, and technical support.
MetricNet has established the largest database of process and performance indicators in the IT support industry. This database is the result of nearly 4,000 IT service and support assessments, benchmarks, and consulting engagements that MetricNet has completed worldwide. MetricNet’s IT service and support consulting and benchmarking experience has not only yielded vast quantities of benchmarking data, but has given us great insight into the Best Practices of the world’s leading IT Service and Support organizations.
MetricNet’s streamlined methodology for benchmarking means that its clients receive comprehensive, accurate benchmarks with a minimum of time and effort.
Through decades of service desk consulting experience, MetricNet has perfected its methodology for service desk benchmarking. MetricNet’s approach to peer group selection, data normalization, gap analysis, and action planning yields consistently positive results for its clients. One of MetricNet’s co-founders, Jeff Rumburg, authored a best-selling book on benchmarking, and MetricNet has authored and published more than 100 articles on service desk benchmarking and best practices.
Our clients benefit from economies of scale that simply don’t exist elsewhere in the industry. MetricNet’s benchmarks contain far more data, are more statistically valid, and are typically priced an order or magnitude less than other available benchmarks.