Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in the industry, identify performance gaps, and define the actions necessary to close the gaps. The power of benchmarking is that it enables a support organization to save enormous amounts of time and energy by building upon the know-how of the industry’s world-class performers. Support desks that focus exclusively on their internal operations tend to make progress incrementally, through trial-and-error, at an evolutionary pace. But benchmarking forces an organization to look externally – at the best-in-class. By studying the best-in-class, and selectively adopting practices from the best-of-the-best, service desks that utilize benchmarking are able to improve their performance at a revolutionary pace. In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will share benchmarking data synthesized from literally hundreds of IT service and support benchmarks. He will highlight and pinpoint the characteristics that are common to the industry’s most successful support organizations. You will learn how these world-class competitors achieved industry leadership in days or weeks, not months or years, and how they sustain their competitive advantage to remain at the top of the industry. Click here to download the presentation slides!
