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. 

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. 

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

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