Gartner Research

IT Key Metrics Data 2019: Key Infrastructure Measures: IT Service Desk Analysis: Multiyear

Published: 17 December 2018

ID: G00375649

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


This research contains high-level IT Service Desk cost efficiency and support staff productivity ratios. Information provided was collected between 2014 and 2018 from a global audience.

Table Of Contents


  • 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
  • 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

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