Gartner Research

Drive IT Service Desk Performance by Focusing on Cost, User Satisfaction and Incident Ratios

Published: 06 May 2015

ID: G00272713

Analyst(s): William Maurer , David Ackerman


IT organizations must assess the efficiency of their IT service desks/help desks while developing strategies to improve processes and services. Sourcing managers must use three key metrics as a baseline for performance and identify actionable improvement opportunities with their service providers.

Table Of Contents
  • Key Challenges



  • Calculate a Baseline Cost and Compare Service-Level Performance for IT Service Desk Operations
  • Analyze the Incident to User Ratio Over the Last 24 Months
  • Effectively Drive End-User Satisfaction Ratings

Case Study

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.