Samanage and MetricNet Introduce “Benchmark My Service”

Introduction to benchmarking provides real-time, high level report on service desk performance.

Cary, N.C. — January 13, 2015 — Samanage, leading provider of cloud-based enterprise service desk software, and MetricNet, leading provider of benchmarks for IT service and support professionals, introduced today a prelude to the Samanage Benchmarking solution with “Benchmark My Service.”“Benchmark My Service is an introduction to what’s to come with the full Samanage Benchmarking solution in the second quarter of 2015, “ said Doron Gordon, CEO, Samanage. “It is designed to give service desks a taste of real-time benchmarking and what key performance indicators they should be thinking about. The process provides a simple baseline on where they are performing today against real performance data from MetricNet’s benchmarking database,” said Gordon.

The Benchmark My Service (http://benchmarking.samanage.com) website contains a brief, online questionnaire where visitors answer a series of general questions about their current service desk operation in four key areas – headcount, contact volume, handle/work time, and current customer satisfaction rating. The questionnaire is designed to take less than five minutes to complete.

The data provided is compared against a select set of benchmark data from hundreds of IT service and support organizations worldwide. A free benchmarking report is then generated and emailed to the submitter that provides an overview of their service desk performance. From there, a more comprehensive benchmarking discussion can be had with MetricNet and Samanage experts to identify the specific steps that can be taken, and current technologies that can be adopted, to optimize service desk performance.

“While high-level, Benchmark My Service provides an accurate snapshot of how a service desk is performing relative to the industry’s most important KPIs,” said Jeff Rumburg, managing partner and co-founder, MetricNet, LLC. “The summary report generated from ‘Benchmark My Service’, provides an overview of service performance from a cost and quality perspective. It is an important first step to continuous improvement and the journey to world-class performance,” said Rumburg.

Earlier this month, Samanage and MetricNet announced their partnership and vision for service desk benchmarking. Later this year, they will introduce the full Samanage Benchmarking solution which will be the first of its kind, SaaS-based real time benchmarking solution that fully integrates with the Samanage Enterprise Service Desk. Samanage Benchmarking will provide an entirely new way to measure, track, trend, and continuously improve service desk performance using data that is automatically captured and compared against industry benchmarks.

“Samanage Benchmarking will make ‘continuous improvement’ a reality for service management professionals,” said Gordon. “The solution will make service performance benchmarking easier, more accessible, and more affordable for organizations of all sizes,” said Gordon.