The IT help desk is under pressure to maintain higher level of customer service while constraining costs. This study is designed to help technical service managers benchmark their help desk metrics against those of other IT organizations to establish baseline performance, identify gaps in unit costs and productivity, and improve operational effectiveness. This five chapter study reports metrics for the worldwide composite sample, by organization size, and for the US/Canada. Australia/NZ Edition available separately. (82 pp., 68 figs.)
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