When someone says the word benchmarking, IT might be the last thing that comes to mind. How does this vague term apply to an IT setting? It might just be the missing piece in your organization’s journey towards IT greatness.
Collecting data about your IT service organization for benchmarking purposes is a difficult, tedious, expensive task. Additionally, drawing insights from your data and industry figures can also be a long process. Lucky for you, a strong IT benchmark management software can automate this whole process, providing you with valuable numbers and accompanying insights in real-time. Let’s take a look at some specific IT benchmarking features that can really help an organization.
What Makes Up a Great IT Benchmark Management Tool?
- Integration with Service Desk. By tracking your service desk’s interactions with end users, an integrated IT benchmark solution can collect a wealth of data to create meaningful metrics for IT service management. From these metrics, companies can gain clear insight into questions such as:
- What are the strengths and weaknesses of my service desk?
- How is my service desk performing in this particular area? (i.e. incident management, self-service portal, etc.)
- Real-Time Reports. Traditional benchmarking projects require budgeting, time, and resources. A real-time benchmarking solution, on the other hand, is not a one-time project, but a continuous asset to your organization. With your operations changing, such as the addition of new hires, new technology, or a new company direction, it’s important for your IT department to have access to benchmarking figures in order to best plan and budget different service performance scenarios.
Another benefit to real-time service benchmarking is the ability to see your service performance over time, thus revealing any changes. If your IT service performance has hit even a subtle slump, the numbers will be able to communicate that to you. Then, your organization will be able to identify the problem, and take corrective action. It’s probably that new hire. Can’t hide behind the numbers, buddy.
- Leverage Industry Benchmarks. The definition of benchmarking is to “evaluate or check (something) by comparison with a standard.” Without competitor service performance numbers, the data compiled by your benchmarking tool loses some of its potential value to your organization. You’ll have nothing to benchmark your performance against, other than your manager’s subjective opinion which will never be satisfied. Therefore, a strong solution allows you to compare against industry benchmarks, building upon proven best practices and real-world metrics.
- Benchmark Any Department, Any Time. IT is not the only service area of a business. Therefore, benchmarking can be a valuable tool to drive insights in many departments, such as HR, facilities, and marketing. When implementing a benchmark management software solution, this is an important aspect to keep in mind. You should be able to create multiple benchmarks for your entire service organization, and individual pieces chosen by department, or even location. Now you can find out if that quiet office overseas you never hear from is actually underperforming. Like the new hire who sits in the back, they can no longer hide from the numbers.
- Metrics, metrics, metrics. You can never run out of metrics to monitor the health of your service desk. To name a few: ITIL problem management metrics, help desk performance management metrics, ITIL incident management metrics, ITSM metrics, and ITIL change management metrics. The list could go on and on. By gaining a firm grasp on what each metric truly means, IT departments can take a magnified scope into parts of their service desk, identifying certain areas that need help. And if you’re killing it on all metrics, well, you’re in good shape.
About Ilan Szulik
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