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