MetricNet offers Desktop Support Cost Benchmarks for organizations that operate their own internal, in-house Desktop Support function.
MetricNet also offers Desktop Support Price Benchmarks for organizations that have outsourced their Desktop Support function, or are contemplating outsourcing their Desktop Support Function.
Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.
Desktop Support Cost Benchmarks
MetricNet’s Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry. The Desktop Support Cost Benchmark for in-house/insourced Desktop Support groups includes the following Key Performance Indicators:
Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request
Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours
Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure
Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)
Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.
Desktop Support Price Benchmarks
The Desktop Support Price Benchmark for outsourced Desktop Support groups includes the following Key Performance Indicators:
Price Metrics
Price per Ticket
Price per Incident
Price per Service Request
Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable
Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved in 8 Working Hours
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled in 24 Working Hours
Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume
Download a sample Benchmarking Report here.
Purchase your Desktop Support Benchmark here.
