Benchmarking Report 2009

Service Desk Practices
Benchmarking Report 2009
About The Service Desk Institute (SDI) Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe's only support network for IT service desk professionals, providing customised qualifications, training courses and service management consulting. Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme. SDI's members span numerous industries and include E.onIS UK, AOL Broadband, Comet Group plc, IPC Media Ltd, Royal Botanic Gardens Kew, O2, T K Maxx and Virgin Media TV. Further information about SDI can be found at www.sdi-europe.com.
LANDesk Software LANDesk Software, a business unit of Avocent, provides systems, security, IT service, and process management solutions for desktops, servers and mobile devices across the enterprise. Through its IT service management (ITSM) solution, LANDesk helps customers streamline operations and maintenance tasks, automate and standardize processes, reduce errors, and transition from a reactive environment to one that's more proactive and service oriented. Avocent LANDesk® ITSM solutions offer customers a step-by-step approach to service management that's easy to implement and doesn't require complex and costly added infrastructure. These solutions-LANDesk® Service Desk, LANDesk® Process Manager, and LANDesk® Asset Lifecycle Manager-extend our systems and endpoint security management solutions to help you establish a comprehensive ITSM platform. ©Co pyright SDI 2009 All Rights Reserved 1
Service Desk Practices Benchmarking Report 2009 Prepared by: Daniel Wood Head of Research, SDI Europe Published by SDI Europe 21 High Street Green Street Green Orpington Kent BR6 6BG United Kingdom Tel: +44 (0) 1689 889100 Fax: +44 (0) 1689 889227 Website: www.sdi-e.com E-mail: info@sdi-e.com Disclaimer While every care has been taken to ensure the accuracy of this report, the results, estimates and opinions stated are based on sources which, while we believe them to be reliable, are not guaranteed. No liability can be accepted by SDI, it Directors or Employees for any loss to any person acting or failing to act as a result of anything contained in or omitted from this report, or conclusions stated. Publisher's Note Copyright © 2009 by SDI. All rights reserved. No part of this publication may be reproduced or distributed in any form or by any means, without the prior written permission of SDI. ©Co pyright SDI 2009 All Rights Reserved 2
Table of Contents
MAIN FINDINGS........................................................................................................... 4
1. BACKGROUND AND METHODOLOGY ................................................................... 6
1.1 PROFILE OF RESPONDENTS........................................................................................ 6 1.2 JOB TITLE............................................................................................................... 6 1.3 INDUSTRY SECTORS ................................................................................................. 7 1.4 TYPE OF DESK ........................................................................................................ 7 1.5 STRUCTURE OF SERVICE DESKS.................................................................................. 8
2. PEOPLE................................................................................................................... 10
2.1 SERVICE DESK STAFFING ........................................................................................ 10 2.2 HEADCOUNT ........................................................................................................ 11
3. STAFF ................. [download for more]