Service Desk Benchmark Report 2017

Posted on Monday 19 February 2018.

Benchmark Your Service Desk

Discover how your service desk compares to industry averages and statistics revealed in the eighth Service Desk Benchmarking report.

This service desk report covers a wide range of benchmarks from technology and metrics through to training and salaries. It also examines best practice adoption and provides indicators for the increasing business alignment of the service desk.

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Download this report and you will discover:

• The expected change to headcount levels

• The difference in the proportion of service desks now following ITIL framework

• The main indicator for success on the service desk

• Information on return on investment for technology procurement

The trends in this report are based on questions which SDI  first asked service desks in 2001. We have continued to ask the same questions regularly through to 2017 so that key trends and developments can be tracked and examined. Some of the questions have been updated along the way in order to reflect the changing nature of the service desk industry and to provide an insight into emerging issues and trends.

SDI conducts the service desk benchmarking survey every other year and the next report will be published in Autumn 2019.

Download Report>>

Try our free service desk benchmarking tool

To discover the maturity of your service desk and establish a benchmark against the SDI Service Desk Standard, try our free online service desk assessment.

Take the free online assessment now>>

Access service desk benchmarking data

For organisations interested in purchasing raw benchmarking data, we partner with MetricNet to supply global benchmarking data for service desks. For a price quote on the specific benchmarking data you need, please contact us at or go here for more information.




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