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Last updated February 2012

IT Support Benchmarking the way it should be done!

Designed by a real support management expert, not a PR copywriter - to produce genuine, necessary information

Fast - download, complete, return, get two reports (local stats and unique peer comparison)

Interactive - as you complete the spreadsheet, your local results already being calculated

Low-cost - automation requires minimal external human intervention, keeping costs down and value up

Non-invasive - simple questions requiring only one month’s data, filled in by you (suits with feet under table not required)

Informative - designed to help you make decisions, not just get ‘interesting stats’

Comparative - how you perform in service and value, against peers in your sector and others

Automated - more that just a daft questionnaire - embedded macros in a spreadsheet

- Discreet - your data will never be disclosed (unless UK law requires it) and used only as a basis of comparison

How much money does your IT support potentially save your organisation (most cases, into £millions)?

Is your workload normal or excessive?

Are you under- or overstaffed?

Are you good or poor value for money?

Who is worth £most - first or second line?

How do you compare with your peers?

Where are you on the industry scale? Quick or slow? Cost-effective or profligate?

What are the key ratios you should be monitoring?

Are you in control of your workload, or does it control you?

How Your Benchmark Works

1. Contact us and express your interest

2. We take invoicing details and email you the interactive questionnaire (Microsoft Excel* required) and our invoice

3. You complete the questionnaire while it calculates your local results and key ratios

4. You send it back, to unlock those local results on invoice payment

5. A few days later, your unique comparison report arrives, rating you against your peers and suggesting your next course of action based on your results

£145.00 plus VAT

A benchmark should be more than just the answers to a bunch of unrelated questions - it should be a genuine scale upon which the participant can see his position; and from that, make decisions and determine strategies as to his next management focus. But a good benchmark should be able to go even further - to arrive at an algorithm by which an IT support manager can calculate the number of staff he needs for a given workload. Used properly, this IT support benchmark goes beyond the bland questionnaire, to a genuine management tool that will last way beyond the snapshot of current statistics it examines.

IT Support specialist Noel Bruton has been conducting such benchmarks for years. The latest industry update was over Winter 2011/12. These data are bang up to date, and kept so by other clients taking the benchmark. Look at what you could learn:

* All trademarks are the property of their respective owners.