MetricNet Resources

for SDI Members

**SDI Team and Corporate Members have free access to MetricNet’s Service Desk Essentials Toolkit*.**

The toolkit includes MetricNet’s headcount, budget, performance targets, and ROI calculators plus balanced scorecards to help you manage, measure and improve your operation.

With a global database of nearly 4,000 IT service and support benchmarks, SDI’s partnership with MetricNet has enabled us to increase the availability and accessibility of ITSM benchmarking data and tools that service desk professionals can use to measure, manage, and continuously improve their performance.

MetricNet’s proprietary calculators, scorecards, tools and templates are designed for all service desks who aspire to achieve world-class performance. We know you want to be brilliant and we want you to be brilliant too; we are sure you will find the MetricNet toolkit and data reports a valuable new resource.

How To Get Your Service Desk Essentials Toolkit

When you join SDI with a Team or Corporate membership you can request access to the MetricNet Service Desk Toolkit right away*, or you can decide to request access at any time in the future during your membership. Once approved you will receive an email from MetricNet containing your access details.

If you became a member before June 2021 you will have been given a coupon code to download your Toolkit from MetricNet’s website. We’re no longer using coupon codes, so if you have not downloaded the Toolkit yet OR you joined after June 2021 please message us or use live chat to request access. Please note it may take up to 3 working days to process your request.

This toolkit will help you to:

> Work out the optimum headcount for your service desk

> Understand what your budget should be

> Create data-driven performance targets

> Calculate the ROI of your service desk operation

*Toolkit is available to qualifying organisations where there is deemed to be no conflict of interest. Not available to MSPs, consultants, media or ITSM vendors. SDI and MetricNet reserve the right to refuse access to the Toolkit. For internal use only.

NEW MetricNet Online Scorecard

MetricNet have launched a free Online tool to help you calculate your Service Desk Balanced Scorecard. Simply enter your average ticket volume, handle time, agent headcount and agent salary and their clever calculator will do the rest!

Exclusive Access to MetricNet Benchmarking Data

Members can also access seven of MetricNet’s Global Benchmarks For Service Desks direct in the SDI Insight Library

Corporate SDI members can download all seven reports as part of their annual membership subscription; Team members receive one complimentary data pack: ‘Global Channel-Mix Metrics: Definitions and Benchmarks for Service Desks’. Professional and Team members can purchase any report for just £100+VAT – a significant reduction on RRP!

Not yet an SDI Member?

SDI membership offers a whole host of service improvement resources, cost savings on training and consultancy services plus free event places and exclusive access to SDI partner offers such as this one. What are you waiting for? Join today and discover the power of SDI membership:

"Being a member of SDI has provided us the tools to improve our service, raise our profile, demonstrate our value and connect the IT Service Desk to work closer to the rest of IT and the University. The difference this has made for our customers has been improved response times, communications, customer engagement and, ultimately, improved customer satisfaction."

"Inspired and revitalised! You really see the difference in the motivation of your team"

"Membership has supported our organisation by giving us a wealth of knowledge. We get to see real life experiences on how to solve these issues. It's the best thing we've had for our organisation!"

"The Service Desk Institute is a globally recognised organisation, advocating the highest levels of performance and service within our industry. The MGTI Service Desk takes pride in providing an exceptional level of support to our business colleagues and, naturally, we are eager to share our knowledge, achievements and excellent team performance with the wider SDI community."

"The information provided by SDI gives us great insight into the quality and standards that service desks aspire to. Unbiased intelligence about our industry is in short supply and SDI offers unique value in this respect. It raises the bar for us, and for organisations in the ITSM space generally."

"They have fantastic membership resources and I encourage my team to use them all!"

"To be able to speak to like-minded colleagues and also the experts at SDI really helps us with many issues that we’ve had over the years. I would recommend membership to anybody because we’ve really benefited as a company."

"Our favourite aspect of SDI membership is the collaboration it brings across the Service Desk community. It has allowed us to see real-life examples of service improvement, learn new skills, techniques, and connect to other similar business’ to work collaboratively and share ideas."