Gartner Research

IT Key Metrics Data 2016: Key Infrastructure Measures: IT Service Desk Analysis: Current Year

Published: 14 December 2015

ID: G00291394

Analyst(s): Shreya Futela, Linda Hall, Disha Badlani, Eric Stegman

Summary

This research contains high-level IT Service Desk cost efficiency and support staff productivity ratios. Information provided was collected throughout 2015 from a global audience. Key cost and support distributions as well as metrics based on total handled contact volume are also included.

Table Of Contents

Analysis

  • Overview
    • IT Key Metrics Data Research Background
    • IT Key Metrics Data Key Infrastructure Measures Overview
    • Using This Research
    • Gartner IT Key Metrics Data Series
    • IT Key Metrics Data Source
  • IT Service Desk Analysis Framework
    • Non-personnel Costs
    • Personnel Costs/FTE
  • IT Service Desk Analysis Data Demographics
  • IT Service Desk Cost as a Percent of Total IT Cost
  • Annual IT Service Desk Cost per Agent Handled Contact
  • Annual Agent Handled Contacts per End-User
  • IT Service Desk Cost Distribution
  • IT Service Desk FTEs as a Percent of Total IT FTEs
  • Salaries and Benefits Cost per IT Service Desk FTE
  • IT Service Desk FTE Distribution: Insourced Versus Contractor
  • Annual Contacts Handled per IT Service Desk FTE
  • First Contact Resolution Rate
  • Abandonment Rate
  • Speed to Answer
  • Conclusions
  • Appendix: Exploring Gartner's Prescriptive Benchmark Analytics Capabilities
    • Gartner Benchmark Analytics Select Case Studies

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