Service Desk Benchmarking
Get the metrics you need to improve your operations
Automatically capture IT service benchmark data from Service Desk
SolarWinds® Service Desk automatically captures data from your service desk process to give you an accurate picture of your organization’s performance. Service Desk measures and displays performance metrics such as customer satisfaction, average response speed, agent satisfaction, and other indications of a successful service desk experience. This makes it easy to compare your organization’s performance with industry standards.
Identify trends in your service desk performance
In order to derive actionable insights, organizations must look at disparate performance metrics over time. Service Desk enables administrators to identify performance trends over months and quarters to arrive at a comprehensive understanding of IT desk performance. Organizations can also compare trends in internal team performance with performance benchmarks set by industry competitors.
Compare your performance with industry service desk benchmarks
SolarWinds Service Desk makes it easy to compare your organization’s performance with competitors in the industry by tracking KPIs and comparing them against stats from a rigorously selected peer group, vetted for criteria such as geographical location and scale. By collecting industry information in real time, SolarWinds Service Desk enables organizations to track and contextualize performance with the most up-to-date information possible.
Customize IT service benchmark reports for IT, HR, facilities and any other department
Different departments in your organization can benefit from benchmarking. Comparing with industry standards can help more than technicians and service desk representatives. Benchmarks can outline areas of potential improvement for your HR department and your facilities maintenance. SolarWinds Service Desk enables users to create customized reports targeting different areas for different departments, improving service delivery across the organization.
Use service desk benchmarking to pinpoint areas for growth and improvement
The real benefit of benchmarking is it allows your service desk team to quickly adopt measures and best practices implemented by the industry’s top performers. With Service Desk, teams can quickly identify areas needing improvement and derive actionable measures to improve outcomes. Organizations can also track their improvements in real time, adjust as needed, and ultimately accelerate their progress.
Get More on Service Desk Benchmarking
Do you find yourself asking…
Service desk benchmarking refers to using metrics to compare your organization’s service desk performance to competitors and leaders in the industry. Benchmarking allows you to evaluate how the services you provide to your employees compare to other organizations. By measuring KPIs against industry leaders, you can determine the effectiveness and efficiency of your service desk and identify areas for improvement and growth.
Although service desk benchmarking requires continuous data collection, the benchmarking process uses straightforward methods. Most benchmarking services begin by pulling performance data from the organization and determining the scope and scale of the benchmarking process. For instance, some organizations may wish to measure service delivery across the company while others may choose to focus on the service desk.
After determining the scale, organizations isolate the performance metrics they choose to use. These can be more general or broken down into minute criteria. Finally, organizations set benchmarks by comparing their performance data with the output of competitors in their peer group. Competitors can be limited based on scale, geography, or the complexity of the operation.
Service desk benchmarking refers to using metrics to compare your organization’s service desk performance to competitors and leaders in the industry. Benchmarking allows you to evaluate how the services you provide to your employees compare to other organizations. By measuring KPIs against industry leaders, you can determine the effectiveness and efficiency of your service desk and identify areas for improvement and growth.
Although service desk benchmarking requires continuous data collection, the benchmarking process uses straightforward methods. Most benchmarking services begin by pulling performance data from the organization and determining the scope and scale of the benchmarking process. For instance, some organizations may wish to measure service delivery across the company while others may choose to focus on the service desk.
After determining the scale, organizations isolate the performance metrics they choose to use. These can be more general or broken down into minute criteria. Finally, organizations set benchmarks by comparing their performance data with the output of competitors in their peer group. Competitors can be limited based on scale, geography, or the complexity of the operation.
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Automate user service request management from ticket creation, assignment, routing, and escalation.
Use built-in reports (or create your own) to track ticket status, technician performance, and customer support needs.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.