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A benchmarking program gives your help desk an opportunity to add value to your organization by supporting its continuous improvement process.  Jerry Mirelli, an IT business management consultant, presents a concise introduction to this important discipline.  You'll see why smart companies benchmark, and understand how the process can help your support center evolve beyond problem solving to become an essential monitor of corporate success.

Table of Contents

1. An introduction to benchmarking
   • What is benchmarking?
   • Why smart companies benchmark
   • Why the help desk is vital to the benchmarking process
2. Benchmarking basics
   • Benchmarking's role in continuous improvement
   • Defining key terms
     • Measures and metrics
     • Productivity and efficiency
     • Cycle time
     • Defects
   • The phases of the benchmarking process
     • Definition
     • Design
     • Collection
     • Comparison
     • Analysis
     • Improvement
3. The help desk's contribution
   • Providing centralized feedback
   • Moving beyond trouble tickets
     • Customer perception and satisfaction
     • Human factors
   • Avoiding pitfalls
     • Incremental benchmarking must work like the real thing
     • Benchmark processes, not people
   • Looking ahead

Appendix - Where to learn more