From Good To Great: Leveraging Benchmarking To Drive Service Desk Excellence

Presented by

Sailakshmi Baskaran, Product Marketer, ManageEngine

About this talk

The doctrine of successful service desks calls for continuous improvement in service operations across areas such as cost, performance, end-user and agent satisfaction, service quality, workload, and more. Benchmarking helps organizations to not only measure their performance against industry averages, but also identify problem areas, discover opportunities, and define standards for continuous improvement—taking them from good to great! Sailakshmi discusses how benchmarking can help drive sustained service desk excellence by: - Setting performance standards after taking into account industry averages and past historical performance. - Using pre-determined KPIs to identify areas where service desks are falling behind in performance, and taking steps to improve. - Demonstrating value to the organizations with continuous improvements to ensure sustained performance excellence.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit