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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.


2012-02-14 by "rasesteves"

Hi, I'm studying ITIL in my university. I want to make a report about ITIL implementation around Europe and the World. Can you tell me where I can found ITIL surveys, statistics? Thank you.

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Tags; ITIL Service Desk, Survey, Service Desk Institute, service desk managers, ITIL standards, Service Desk, Help Desk
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