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Tag Archives: Service Desk Whitepapers

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All Resources, Member, Service Desk, Whitepapers

Service Desk Staffing Ratios: How Many Analysts do You Need?

Posted on April 26, 2020 at 8:00 am by / 0

One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that is rarely answered adequately. The result is that many the service desks are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to staffing the service desk.

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All Resources, Desktop Support, Service Desk, Whitepapers

The Coming Enterprise Service Desk – How Information Technology Can Lead the Way in Enterprise Services

Posted on August 15, 2016 at 12:29 pm by / 0
Enterprise Service Desk – It’s Common Sense ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline.  It was originally established in the UK under the government of Margaret Thatcher in 1985.  For those working in IT Service and Support, the implications of this are profound.  First, it means that IT support professionals… Read More
All Resources, Service Desk, Whitepapers

ITIL and Benchmarking: Complimentary Disciplines

Posted on June 14, 2016 at 9:18 am by / 0
ITIL is now a 30-year-old discipline, and most IT organizations have embraced it to one degree or another.  But many organizations struggle to define and quantify the economic benefits of ITIL.  Despite billions invested in ITIL training, maturation, and implementation, clear and demonstrable performance gains – as a direct result of ITIL – remain elusive. … Read More
All Resources, Desktop Support, Service Desk, Whitepapers

Metrics, The Linchpin of Continuous Improvement in Service and Support

Posted on June 7, 2016 at 1:08 pm by / 0
Continuous Service Improvement (CSI) is a noble goal that most IT service and support managers aspire to. But despite all the buzz about CSI, very few IT service and support groups effectively embark upon this journey, let alone fulfill its promise of achieving world-class service and support. Why is this, and what can be done… Read More
All Resources, Desktop Support, Member, Service Desk, Whitepapers

Service and Support as a Business | KPIs that Tell the Big Picture

Posted on March 28, 2014 at 11:11 am by / 0
  Most IT professionals are familiar with the operational metrics of service and support.   KPI’s such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied.  Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to… Read More
All Resources, Desktop Support, Member, Service Desk

The Economic Impact of Support – What’s Your Value Proposition?

Posted on October 15, 2013 at 3:27 pm by / 0
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available here. Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are… Read More
All Resources, Member, Service Desk, Whitepapers

The Seven Most Important Service Desk Key Performance Indicators

Posted on May 21, 2013 at 8:26 am by / 0
  How Does YOUR Service Desk Stack Up? Part 2:  Service Desk Key Performance Indicators (KPIs) The Seven Most Important Performance Indicators for Service Desks Introduction Today’s Service Desk technologies and reporting packages make it easy to capture copious amounts of performance data.  Most Service Desk managers can tell you everything from last month’s average… Read More
All Resources, Member, Service Desk, Whitepapers

Service Desk Benchmarking Peer Group Selection

Posted on December 22, 2012 at 9:52 am by / 0
  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 Introduction 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… Read More

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