In this blog, we’ll explore key findings from our recent 2024 Service Desk Benchmarking Report. This year’s findings highlight significant shifts: despite concerns over automation, 41% of organisations are planning to expand their IT teams. This suggests ongoing demand for skilled professionals amid technological advancements. There’s also a clear shift towards shorter training programs for service desk analysts, potentially indicatingContinue reading “Empowering IT Service Desks: Trends, Tools, and Training Insights”
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Service Desk Benchmarking Report v.10
Benchmark Your Service Desk Performance Want to know how your service desk compares to the rest of the industry? SDI’s latest 2024 Service Desk Benchmarking Report is here to provide the insights you need. For nearly two decades, we have been tracking the performance of service desks worldwide, and this tenth edition brings you the most comprehensive look at theContinue reading “Service Desk Benchmarking Report v.10”
Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg
Creating Affordable Benchmarks for Service Desks Personalised Benchmarks cost too much. That’s right… they’re simply too expensive! That’s why SDI and MetricNet have joined forces. Together, SDI and MetricNet believe that benchmarks are an indispensable tool that should be affordable to all managers. In this webinar we spoke with Jeff Rumburg, Managing Partner at MetricNet, to talk about what youContinue reading “Webinar: Affordable Benchmarks for Service Desks, with Jeff Rumburg”
Staffing Calculator
Our staffing calculator uses a handful of simple service desk metrics to calculate service level. The values can be set to explore the possible effect on service level if a desk undergoes changes. For example, the impact of increasing or decreasing the number of analysts. Metrics 🔷 Incoming Call Rate – How many calls the service desk receive, on average, per hour 🔷Continue reading “Staffing Calculator”
How To Create Brilliant Surveys – Guide
We all know how important it is to gather customer feedback. Taking the temperature and pulse of our customer base is one of the key indicators of success for our service desk, and many of us rely on surveys to understand how the customer feels. Something that can often get lost along the way, is that it’s incredibly important toContinue reading “How To Create Brilliant Surveys – Guide”
Management Reports: Metrics for the Service Desk
This is part 9 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping the service desk to its basic components and identifies the top 10 steps for providing brilliant service. Of the ten steps, step 8 focuses on producing regular management reports demonstrating KPIs against targets. In this report we explored the metricsContinue reading “Management Reports: Metrics for the Service Desk”