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How Does YOUR Service Desk Stack Up?

Part 3: Service Desk Benchmarking Peer Group Selection

How to Ensure a Fair, Apples-to-Apples Comparison of
Your Service Desk Benchmarking Data


The first question we often hear from Service Desk that wants to join a MetricNet benchmarking consortium is “How many companies do you have in your database from my industry?” An equally common question is “Do you have companies ABC, and XYZ in your database?” Both of these questions assume that a valid Service Desk benchmark must include only companies from your specific industry. Sometimes this assumption is accurate, but oftentimes it is not. The fact is, there are many other factors besides industry affiliation that are more important – sometimes far more important – when selecting a peer group for benchmarking comparison.

Service Desks can improve their overall performance based on internal benchmarks alone, but will eventually experience diminishing returns in their improvement efforts unless they look outside their own organizations. It is in comparing themselves to peers that they can put their results into context, and begin to experience “breakthrough” improvements. For example, a Service Desk may take pride in reducing its cost per call by 10%, but not realize that their peers are still 30% lower in cost!. Your Service Desk performance is therefore best examined in light of comparisons to appropriate peer groups. This begs the question of what is an appropriate peer group…one that ensures a fair, apples-to-apples comparison of your Service Desk?

From 30 plus years of benchmarking experience and more than 1,000 Service Desk benchmarks, MetricNet has developed a proprietary technique called Dynamic Peer Group Selection™ that ensures a fair and accurate benchmark of your Service Desk. Here, for the first time, MetricNet explains the process, and provides an approach for selecting a valid peer group for your benchmark.

Reality Check

Let us start by debunking a couple of common myths about benchmarking. This is important because it sets the stage for how to select your benchmark peer group.

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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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