Industry Benchmark Data

[adamrauh]

Hi All,

I was wondering if anyone was aware of industry standard bench-marking data for servicedesk (ex, Avg. Tickets per Month/tech; First Call Resolution; Avg. ticket duration, etc.)

I believe HDI supplies some of this data, but you have to be a member to consume it.   Was looking to compare some of our internal metrics vs. the industry standard.

Is anyone aware of where this stuff may be found?

[ryan_fraser]

Hi Adam,

You may have heard that ServiceNow has launched a program to provide actual industry related benchmarking available to customers.   The pilot project is still accepting requests to join the program.   Do check out this Community Article for full information:   ITSM Benchmark Solution: Opportunity for early Evaluation  

[Manjeet Singh]

Hi Adam, We have launched the first version of ServiceNow benchmarks in HI Service Portal. When you login to HI Portal, you would see a new widget called Benchmarks - clicking on that will show you a monthly benchmark report on ITSM KPIs. You can filter the benchmark data by industry verticles or number of users as well as see the benchmark historical data for the last 6 months. Do check it out and there is a feedback link on Benchmark page to submit your feedbacks. Thanks, Manjeet,

[Amanda Buggy]

Hi,

We are having trouble finding the Benchmark widget in our HI portal, do you need to be on a specific version? or turn it on, or something like that?

Thanks,

Amanda

[Manjeet Singh]

Hi Amanda, The Benchmark is made available in a phased launch. You should be able to see your Benchmark reports on November 28th - by that time the benchmark will be available to everyone. Thanks, Manjeet