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IT Help Desk Series 2013
In this special publication, we bundle three reports that deal with various aspects of help desk (service desk) management. Reports cover help desk staffing ratios, help desk outsourcing trends, and help desk salaries. The price of this special bundle is discounted 50% from the cost of these three reports if purchased separately.
March, 2013
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Help Desk Benchmarks 2011
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.) [Full Report Description and Executive Summary]
December, 2010
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Help Desk Benchmarks 2011: Australia/NZ Edition
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 Australia/New Zealand region. (82 pp., 68 figs) [Full Report Description and Executive Summary]
December, 2010
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Service Desk Software Prime Focus for IT Investment
Tools for automating the IT service desk (help desk) are part of a mature market. Still, as IT budgets are tightened, demand for help-desk services continues to escalate and the bottom-line benefits of automated, efficiency-enhancing tools have become increasingly attractive. In this study, we examine adoption trends and current investment activity for service desk software by organization size and industry sector. We also discuss types of service desk software and provide our assessment on key factors IT organizations should consider when investing in service desk automation tools. (9 pp., 5 figs.)[Executive Summary]
July, 2009
Helpdesk
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