The Best Best Practice Guide: Benchmarking for Service Desk Success

The Best Best Practice Guide: Benchmarking for Service Desk Success


Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery. Too often, however, desks are overly concerned with industry benchmarks and hitting industry standards for call waiting times, resolution time and the perennial cost per email.

While industry metrics can be extremely useful in discerning your service level, true benefits to service delivery come from benchmarking from within.

This new guide from the Service Desk Institute shows you how to deliver the very best service and support by benchmarking in tandem with a few simple, but essential steps.

Download the SDI best practices guide to learn:

  • The different types of benchmarking and which you should use
  • Key metrics every service desk should measure
  • How to implement and utilise benchmarking best practices
01 Dec 2010
30 Nov 2010
11 Page(s)
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