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How Does YOUR Service Desk Stack Up?

Part 1: Benchmarking Defined

How World-Class Service Desks Use Benchmarking to
Continuously Improve Their Performance

Introduction

Benchmarking is a well-established tool for measuring and managing Service Desk performance. Effective benchmarking enables you to quantify the performance of your Service Desk, compare your Service Desk to others in your industry, identify performance gaps, and define the actions necessary to close the gaps.

The power of benchmarking is that it enables a company’s Service Desk to save enormous amounts of time and energy by building upon the know how of its peers, competitors and world-class companies. Service Desks that are focused exclusively on their internal operations tend to make progress at an evolutionary pace. But, benchmarking forces an organization to look externally – at the competition. By studying the competition, and selectively adopting practices from the best-of-the-best, Service Desks that successfully employ benchmarking are able to improve their performance at a revolutionary pace.

In this article, MetricNet, a leading source of online benchmarks and a pioneer in Service Desk benchmarking, provides a working definition of benchmarking, defines a proven methodology for achieving world-class performance through benchmarking, and discusses the key success factors for effective benchmarking.

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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