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

Summary

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

Introduction

Analysis

  • 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

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