Guest author, Jeff Rumburg, is managing partner and co-founder of MetricNet. MetricNet is is the leading source of benchmarks, scorecards, and performance metrics for information technology and call center professionals worldwide.
People, process, and technology are considered the fundamental building blocks of IT service and support. But, regardless of how good your people, processes, and technology are, you can’t do much with them unless you have an effective performance measurement and management discipline. Unfortunately, most service organizations are flying blind and cannot answer these simple questions about their service desk.
- What are my costs?
- What is my quality?
- How am I performing?
- How am I trending?
- What’s my ROI?
- How can I perform better?
And, you’ve probably heard, or even said, “I don’t have the data, the budget, or the time to do benchmarking.” Does benchmarking solve these problems and answer all of these questions? The answer is YES. Benchmarking is about empowering organizations to realize their potential. It enables you to quantify the performance of your service desk, compare your service desk to others in your industry, identify performance gaps, and define the actions necessary to close the gaps.
As a proven management tool, benchmarking is now employed by most corporations worldwide. However, the practice of benchmarking is not nearly as widespread among service desks. The empirical evidence shows, however, that there is a 1:1 correlation between organizations that benchmark their service desk on a regular basis, and those that achieve world-class service performance.
But, you still might be saying… I don’t have the time, budget, or data to benchmark. Fortunately, new technology introduced by Samanage has eliminated these barriers to effective benchmarking. The new Samanage Benchmarking service:
- Automates the data collection process.
- Integrates benchmarking into the Samanage service desk ITSM tool.
- Provides tools to measure economic value.
- Allows non-Samanage customers to benchmark their service desk for just a fraction of what benchmarking used to cost.
Support is the gateway to IT for the vast majority of your customers. Use this opportunity wisely, and not only can support generate a positive ROI for your enterprise, but the very reputation of all of IT depends upon how well you manage this customer interface. Today’s leaders in IT service and support have discovered that benchmarking is the quickest and most effective path to world-class performance. Take a closer look at Samanage Benchmarking and find out just how easily you too can achieve world-class performance for your service desk.
Samanage has entered into a strategic partnership with MetricNet that combines the expertise of the two businesses to create the industry’s first truly automated service desk benchmark. Samanage Benchmarking, automatically collects the data needed to benchmark your service desk and provide you with real time benchmarking reports, diagnostics, and action items designed to enable your service desk to achieve world-class performance in the shortest possible timeframe.
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