Gartner Research

IT Key Metrics Data 2019: Key Infrastructure Measures: IT Service Desk Analysis: Current Year

Published: 17 December 2018

Summary

This research contains high-level IT Service Desk cost efficiency and support staff productivity ratios. Information provided was collected throughout 2018 from a global audience. Key cost and support distributions as well as metrics based on total contact volume are also included.

Included in Full Research

  • 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
    • Data Variations
  • IT Service Desk Analysis Framework
    • Non-personnel Costs
    • Personnel Costs/FTE
  • Workload
  • IT Service Desk Analysis Data Demographics
  • Annual IT Service Desk Cost per Contact
  • Annual Contacts per End-User
  • IT Service Desk Cost Distribution
  • IT Service Desk Spending as a Percent of Total IT Spending
  • IT Service Desk FTEs as a Percent of Total IT FTEs
  • Salaries and Benefits Cost per IT Service Desk FTE
  • Distribution of IT Service Desk FTEs: Insourced Versus Contractor
  • Annual Contacts per IT Service Desk FTE
  • First Contact Resolution Rate
  • Abandonment Rate
  • Speed to Answer
  • Conclusions
  • Appendix 1: Total IT Spending Definition
    • From a Resource (Asset) Perspective IT Spending/Budget Includes
    • From an IT Functional Area or Activity Perspective IT Spending/Budget Includes
    • From a Business Perspective IT Spending/Budget Includes
    • IT Spending/Budget Excludes
    • Notes For Providers of Information and Technology Services to External Customers
    • For Providers of Information and Technology Services to External Customers IT Spending/Budget Includes
    • For Providers of Information and Technology Services to External Customers IT Spending/Budget Excludes
  • Appendix 2: Exploring Gartner's Prescriptive Benchmark Analytics Capabilities
    • Internal operations
    • Market perspective
    • Gartner Benchmark Analytics and Case Studies

Analysts:

Eric Stegman,  Disha Badlani,  Shreya Futela

Access Research

Already a Gartner client?

Just stopping by?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:
Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Complementary related insights

Gartner clients can log in to access the full library.

Article

A Cost Optimization Strategy for I&O Leaders in Uncertain Times
Research

Software Eningeering Technology Roadmap
Research

Sustain Your Digital Momentum: 3 Goals for Software Engineering Leaders
Research

How to Attract, Develop, and Retain Software Engineering Talent
Webinar

Ask the Experts: The Impact of Generative AI, Such as ChatGPT
Webinar

Canadian Government: Balance Cost Optimization and Digital Initiatives

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

View Conferences

©2022 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.