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  • IT Spending Benchmarks - IT Help Desk Series 2013

    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

  • IT Staffing - Help Desk Benchmarks 2011

    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

  • IT Staffing - Help Desk Benchmarks 2011: Australia/NZ Edition

    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

  • Outsourcing - Help Desk Outsourcing Activity, Trends, and Cost Experience

    Help Desk Outsourcing Activity, Trends, and Cost Experience

    Help desk outsourcing is poised for growth, despite the bad reputation that offshoring of call centers has received in recent years. This study examines current help desk outsourcing activity. We report on the three-year trend in the percentage of organizations outsourcing the help desk (frequency) and average percentage of work outsourced (level). Next we examine outsourcing activity by organization size, reporting on frequency, level, change in amount of work outsourced (current trend), and actual cost vs. expectations (cost experience). Concerning offshore outsourcing, we report on the frequency and trend in the use of offshore service providers. Finally, we consider how outsourcing frequency varies by sector. (17 pp., 12 figs.)[Research Byte]

    October, 2009

  • Technology Trends - Adoption Rising for Service Desk Self-Support Tools

    Adoption Rising for Service Desk Self-Support Tools

    Service desk (help desk) managers are under pressure to cut budgets. Although outsourcing is a viable approach to reducing service desk costs, a more strategic approach is to deploy self-support tools to allow users to service their own routine needs, reserving the use of help desk personnel for activities that more truly require their intervention. In this study, we examine trends in the adoption of these self-support tools. We look at adoption trends for the composite sample, by organization size, and by industry sector. We also assess the ROI experience of firms that have adopted these technologies, as well as the risk as measured by the percentage of organizations that exceed budgeted amounts for total cost of ownership. (10 pp., 6 figs.)[Executive Summary] 

    September, 2009

  • Technology Trends - Service Desk Software Prime Focus for IT Investment

    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

  • IT Staffing - Measuring Help-Desk Efficiency

    Measuring Help-Desk Efficiency

    As a labor-intensive function, the IT help desk (or service desk) is generally high on management’s list of areas targeted for productivity gains. But, as it is often said, if you cannot measure something you cannot improve it. To meet the needs of managers seeking to better handle this critical function, this study examines the most common metrics used for tracking help-desk efficiency, costs, and productivity. It also assesses the role of technology, service-level agreements, outsourcing, and IT service management best practices in improving the return on investment for the service desk. (14 pp., 6 figs.)[Executive Summary]

    May, 2009