All ResourcesService Desk Industry Megatrend: Service Desk Consolidation Service Desk consolidation is one of the key megatrends that MetricNet has identified in the support industry. Consolidation holds the promise of lower costs, and higher customer satisfaction for service…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportMemberWhitepapers Critical Cost Drivers | How Much Does Your Desktop Support Cost? Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Technician Utilization Defined | Desktop Support Metrics The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics,…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Desktop Support Metrics: Customer Satisfaction The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics,…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Desktop Support Metrics: Cost per Ticket The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics,…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportService Desk Cost vs. Price Benchmarking: Which Do You Need? Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center,…Angela IrizarryMay 10, 2012
All ResourcesService Desk Single Point of Contact (SPOC) | Service Desk KPI The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 10, 2012
All ResourcesDesktop Support Desktop Support Metrics: Overview When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for…Angela IrizarryMay 10, 2012
All ResourcesDesktop SupportNews and PressService Desk MetricNet Launches Industry’s First Online Benchmarking Store Today MetricNet launched the industry's first online Benchmarking Store. The Benchmarking Store contains Service Desk, Call Center, and Desktop Support Benchmarks from around the world. Now, for the first time,…Angela IrizarryMay 1, 2012
All ResourcesDesktop SupportMemberWhitepapers The Zen of Support Download This Article Forward To A Friend The Zen of Support: The Path to Strategic Enlightenment All support organizations operate along a continuum of maturity. Newer organizations, and those…Jeffrey RumburgApril 21, 2012
