Benchmark your service with SDI and MetricNet

How is your Service Desk Performing?

Let SDI & MetricNet help you find out, with our unique Peer Group Benchmark.


SDI has partnered with MetricNet to offer you a customised benchmarking service to enable you to discover exactly how your service measures up and where you should focus your improvement plans to make the most difference to your organisation.

Our Peer Group Benchmarks compare your service desk performance to a unique peer group of similar organisations and are customised to meet your needs! Your peer group will be selected from our extensive database of service desks based upon your scope, scale, complexity, and geography.

The Peer Group Benchmark will give you:

  • A benchmark of the most common key performance indicators in the service desk industry
  • A summary of your service desk quartile performance for each KPI
  • Your service desk’s position on a two-dimensional Efficiency vs. Effectiveness Matrix, plotted along with other service desks in the benchmark
  • Key findings that are specific to your organisation’s service desk
  • Recommended strategies for improved performance for your service desk
  • A webcast kickoff meeting
  • Telephone interviews with key service desk personnel
  • A webcast presentation of results

SDI members are eligible for a 10% discount on the Peer Group Benchmark.

If you’d like to know more, please give us a call on 01689 889100 or email


Your FREE Report: 7 Most Important KPIs For Service Desks


KPIs report coverToday’s Service Desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most Service Desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean?

Despite all the data that Service Desk managers have at their fingertips, most cannot answer a very basic question: How is my Service Desk performing? Perhaps worse, many Service Desk managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in the Service Desk.

In this paper MetricNet identifies and defines the seven most important performance metrics for end-user Service Desks. They provide benchmark ranges for these metrics, and offer a creative approach for combining these metrics into a single, all-inclusive measure of Service Desk performance.



Get your free copy of this report and start improving your service desk metrics today!


About MetricNet

MetricNet is the leading source of benchmarks, scorecards, and performance metrics for corporate managers worldwide. Our overarching goal is to make metrics accessible; to make them part of the DNA of every IT organization we work with, so that they can be leveraged and exploited to improve and optimize business results.

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