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This report provides an insight into the UK IT Support Industry by examining the core of any organisation - the Service Desk. The study covers a wide range of issues from technology and metrics through to training and salaries. It also examines best practice adoption and provides indicators for the increasing business alignment of the Service Desk.
The Service Desk Benchmarking Survey was distributed to over 4000 IT professionals during September to November 2009. The questions are largely based on the benchmarking reports from 2001 through 2007 so that key trends and developments can be examined. However, some of the questions have been updated to reflect the changing nature of the Service Desk industry and provides an insight into the current issues and trends. This report provides comparisons, where appropriate, with the results of previous studies. Please note that for the results prior to 2009, respondents were not required to answer every question.
1.1 Profile of Respondents
This section reviews the demographics of our respondents. All respondents represent different organisations. Not all questions were answered by all respondents.
. Industry Sectors: As in previous surveys the respondents came from a cross section of various industries, with no single area accounting for more than 24% of the total respondents. One-fifth of our respondents came from other IT Services closely followed by the public sector on 20%.
. Service Desk Structure: The big change this year was that 43% of our respondents' staff are employed in second and third line positions. This is an increase of 24% from 2007. 60% of Service Desks are technical and highly skilled desks. This year's survey also sees a large increase in the number of technical desks, which correlates to the significant increase in the number of staff employed in second and third line support roles.
1.2 Job Title
The vast majority of respondents were Service Desk Managers, which is useful as they will have the greatest insight into the challenges that face their Service Desk and have are cognizant of IT's alignment to the rest of the business. They can also appreciate the problems of aligning the Service Desk to the rest of the organisation.
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