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https://www.hdaa.com.au/FilesFolder/Rumburg%20-%20True%20Cost%20of%20Desktop%20Support.pdf
The True Cost of Desktop Support: Understanding the Critical Cost Drivers of Desktop Support By Jeff Rumburg Managing Partner at: ... Cost per Incident and Cost per Service Request give us the unit costs for desktop support. The North American averages and ranges for these cost metrics last year are shown below, in Figure 2.
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/Cost%20per%20Ticket.pdf
Deconstructing Cost per Ticket Desktop support tickets are comprised of incidents and service requests, as shown in Figure 2. Just as cost per contact gives us the unit cost for the level 1 service desk, cost per ticket, cost per incident, and cost per service request give us the unit costs for desktop support.
https://www.thinkhdi.com/library/supportworld/2017/metric-of-month-desktop-support-cost-per-ticket.aspx
Deconstructing Cost per Ticket. Desktop support tickets are comprised of incidents and service requests, as shown in the figure below. Just as cost per ticket gives us the unit cost for the level 1 service desk, cost per ticket, cost per incident, and cost per service request give us the unit costs for desktop support.
https://www.riverbed.com/blogs/benchmarking-desktop-support-cost-per-ticket.html
Feb 26, 2018 · What drives desktop support cost per ticket? So the total number of tickets handled by the desktop support team is the sum of the incidents and the service requests. Therefore, desktop support cost per ticket is the weighted average of cost per incident and cost per service request. Service requests generally require more work time than ...
https://www.slideshare.net/MetricNet/benchmark-2014-global-results-for-desktop-support-v2-1
Mar 25, 2015 · Benchmark 2014 Global Results for Desktop Support Jeff Rumburg ... KPI’s Used in MetricNet Desktop Support Benchmarks Cost per Ticket Cost per Incident Cost per Service Request Cost ProductivityService Level Quality Ticket Handling Technician Average Incident Response Time (minutes) % of Incidents Resolved in 1 Business Day Mean Time to ...
http://www.hdiregina.com/wp-content/uploads/2017/03/The-Future-of-Desktop-Support-What-the-KPIs-are-Telling-Us_HDI-Regina_FINAL.pdf
The Most Common Desktop Support KPI’s Cost per Ticket Cost per Incident Cost per Service Request Cost Productivity Service Level Quality Ticket Handling Average Incident Response Technician Time (min) % of Incidents Resolved in 24 Hours Mean Time to Resolve Incidents (hours) Mean Time to Complete Service Requests (days)
https://metricnet-prod.s3.amazonaws.com/wp-content/uploads/2013/11/Desktop-Support-KPI-Definitions-Insourced.pdf
average quality levels. Conversely, a low Cost per Incident is not necessarily good, particularly if low cost is achieved by sacrificing quality or service levels. Every Desktop Support organization should track and trend Cost per Incident on a monthly basis. Key correlations: Cost per Incident is strongly correlated with the following metrics:
https://www.aternity.com/blogs/benchmarking-desktop-support-cost-per-ticket/
Therefore, desktop support cost per ticket is the weighted average of cost per incident and cost per service request. Service requests generally require more work time than incidents. This results in higher costs, as shown by the data below from MetricNet’s 2016 survey. The range of Desktop Support cost per ticket is driven by the huge ...
https://metricnet-prod.s3.amazonaws.com/wp-content/uploads/2013/11/MetricNet-Intro-to-Desktop-Support-Metrics-eBook.pdf
higher than average quality levels. Conversely, a low Cost per Incident is not necessarily good, particularly if the low cost is achieved by sacrificing quality of service. Every Desktop Support organization should track and trend Cost per Incident on a monthly basis. Key Correlations: Cost per Incident is strongly correlated with the following
https://quizlet.com/79125449/hdi-desktop-support-technician-flash-cards/
Cost per Incident:Lag Indicator. Measure of the support center's cost-effectiveness - people, overhead and infrastructure. ... Desktop support performance to assigned service level targets. Response Time (Lead Indicator) How long it takes a technician to respond to a customer's incident or service request. Use to determine how quickly incidents ...
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