Benchmarking for Service desk success

Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery and processes.  Too often, desks are overly concerned with their industry benchmarks and hitting industry metics for call waiting times, time to respond and the perennial cost per email / call.  It is true that industry benchmarks can be extremely useful in discerning at what level your service is, but true benchmarking and true benefits to service delivery come from benchmarking from within.  Click here to read the full article.