A survey by Service Desk Institute (SDI) of 159 service desk managers across eleven market sectors found that :
- First-level resolution rates have increased from just to 21 per cent to 60 per cent between 2004 and 2008
- Adoption of ITIL standards has increased from less than 30 per cent in 2004 to 68 per cent in 2008
- Nearly 60 per cent of respondents are now operating service desks that resolve over half of all incidents at the first-level, more complex incidents are escalated to a smaller, specialist team
- 98 per cent of service desks now deal with service requests, such as requests for new workstations
Consider the Service Desk or Help Desk as a good place to start when undertaking a self examination of your organization in these challenging times.
1 VISITOR COMMENT
2012-02-14 by "rasesteves"