SDI & MetricNet announce strategic partnership to enhance and empower the global service desk industry

Posted on Wednesday 24 June 2020.

The Service Desk Institute (SDI) and MetricNet, LLC today announced a strategic partnership that will increase the availability and accessibility of industry benchmarking data and tools that service desk professionals can use to measure, manage, and continuously improve their performance. Through this partnership, SDI’s Global Best Practice Standard For Service Desk will be included in all of MetricNet’s Service Desk Peer Group Benchmarks. Additionally, SDI members will be given access to MetricNet’s full suite of Service Desk headcount calculators, budget calculators, and balanced scorecards as part of their annual membership fee. SDI members will also gain immediate access to MetricNet’s benchmarking data reports at a significantly discounted rate.

SDI and MetricNet will also join forces on BrightTALK to offer complimentary training webcasts to the Global IT Service and Support community. This new strategic partnership expands upon an existing business relationship established in 2018 to offer SDI and MetricNet customers the most comprehensive service desk benchmarks in the industry.

“The expanded partnership with SDI builds upon an already strong business relationship with MetricNet. I’ve been gratified by SDI’s executive support for this partnership, and the synergies we’ve already been able to unlock.” said Jeff Rumburg, Managing Partner at MetricNet “Both organisations bring unique products, skills, and expertise to the partnership that will undoubtedly benefit the industry of service and support professionals. These capabilities include benchmarking, industry benchmarking data, best practice standards, consulting, instructional workshops, and global events. I am excited about the broad suite of products and services that are scheduled to go to market under the SDI/MetricNet partnership!”

The Industry’s Most Comprehensive Service Desk Benchmark

First introduced in 2000, the SDI’s Global Best Practice Standard for Service Desk is the only globally recognised standard created specifically for service desks. This comprehensive global standard is suitable for any service desk seeking to understand its level of maturity and rapidly improve its performance and quality of service delivery. It is particularly relevant to IT organisations undergoing significant business or structural change and those seeking to gain a competitive advantage in the industry.

Leveraging more than 30 years of expertise and benchmarking data, MetricNet’s proprietary suite of calculators, scorecards, tools, and templates are designed for all service desks who aspire to continuously improve and ultimately achieve world-class performance. This exclusive bundle created for SDI members includes MetricNet’s proprietary headcount, budget, performance targets, and ROI calculators as well as Service Desk and Analyst scorecards.

Commenting on the partnership, David Wright, SDI’s Chief Value & Innovation Officer, added, “We are absolutely thrilled to be working with MetricNet in a way that adds so much real value to the SDI community. We’ve combined our strengths to offer some truly powerful data-driven resources and tools for service managers that aren’t available anywhere else. The potential for this partnership to take the very best standards and benchmarks for service improvement in to more organisations globally and help them to build a successful future is truly exciting.”

If you would like more information about this partnership, please visit or e-mail MetricNet at [email protected]

About MetricNet

MetricNet is the global leader in IT service and support benchmarking. More than half of the Global 2000 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About The Service Desk Institute (SDI)

Founded in 1988 The Service Desk Institute (SDI) has dedicated the last 30 years to guiding and inspiring service desks and the ITSM community. With passion for providing best practice and sharing our knowledge worldwide, SDI acts as a well respected, trusted and independent advisor to the service desk industry. This reputation benefits the many SDI’s partners who work with us to represent the SDI brand around the world.



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