Gartner Research

Key Metrics to Assess Service Providers' Service Desk Effectiveness

Published: 02 December 2015

ID: G00292143

Analyst(s): Gianluca Tramacere


Traditional service desk value propositions often appear reactive and ineffective in delivering operational efficiency enhancement. We offer service desk product leaders the opportunity to assess their service desk performance against three criteria.

Table Of Contents
  • Key Challenges



  • Do Not Get Caught Behind in the Shift Between Labor and Technology Arbitrage. Invest Aggressively, Directly or Indirectly, in Automation and Tooling to Eliminate All Unnecessary Manual Tasks
  • Assess Your Clients' Maturity on an Ongoing Basis, and Support Them as They Embark on a Journey to Increasingly Leverage Innovative Service Desk Ingredients Such as Self-Help, Automation, Crowd Social Support and New Means to Reach Level 1
  • Even If the Labor Arbitrage Journey for Service Desk Solutions Is Coming to Conclusion, Fully Leverage the Final Window of Opportunity

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