See the Bigger Picture with IT Performance Benchmark

The IT Performance Benchmark is a dynamic measurement tool that translates the raw data of your IT activities into meaningful facts and numbers. With the IT Performance Benchmark, you can compare your current statistics with data from previous months and years. Furthermore, you can compare your department's performance with thousands of other IT departments worldwide.

Gain a global perspective on your IT department’s performance with the industry’s first ever performance benchmarking tool! Assess your strengths and make informed business decisions to achieve true IT success.

Measurements for Internal Analysis

IT Performance Benchmark offers measurements that allow you to automatically evaluate your IT performance with concrete facts and numbers. On a daily basis, the IT Performance Benchmark calculates statistics and ratios for four time frames: current month, last month, current year, and last year. All calculations provide helpful visual indicators to let you know if your current performance is better (or worse) than the previous month or year.

Some of the available measurements include:

Ratio of opened/closed service requests

The number of service requests that were opened compared to the number of service requests that were closed during a specific period of time

Average service requests closed per admin

The percentage of service requests closed per admin out of the total number of closed service requests during a specific period of time

Percentage of service requests opened via incoming email

The percentage of service requests that were opened via incoming email

Average resolution time of service requests

The average resolution time of closed service request as calculated by IT Benchmark’s configured default timer during a specific period of time

End-user to admin ratio

The number of end-users per administrator in your organization

The Bigger Picture

Because your IT department is a dynamic, constantly evolving environment, these interrelated measurements can help you see the bigger picture and identify the root issues that affect your IT performance. For example, you may see that compared to last year, the average resolution time of service requests has increased. You then notice that this increase began exactly the same month the end-user per admin ratio went up. This suggests that your administrators may be overwhelmed by the higher end-user to admin ratio and cannot resolve service requests as quickly. You can then decide to investigate the matter further and take the proper course of action.

To further evaluate your IT performance, the IT Performance Benchmark also provides you with a local history chart that displays activity trends over the past 60 days.

Global Perspective

IT Performance Benchmark gathers the data of thousands of other SysAid organizations worldwide and compiles the statistics into the Worldwide SysAid Distribution Chart. With a flag indicator that lets you visualize where you stand in relation to the international average, you can compare your performance, measurement by measurement, with thousands of other IT departments around the globe. In the future, you will be able to view distribution charts based on your specific industry and geographic location.

The benefits of the IT Performance Benchmark are two-fold: not only can you track and analyze your own IT department’s performance over time, but you can also evaluate your own performance as it compares to the international average. Gaining a greater and ultimately global perspective of your IT activities helps you assess your department’s strengths within a truly relevant context.

Tools for Making Smarter Decisions

Our SysAid experts provide in-depth explanations of how every measurement is calculated and offer advice on what you can do to improve in the future. An active IT Performance Benchmark Forum in the SysAid Community provides you with important insights, explanations, and feedback to learn what your own performance means and what actions other SysAiders have taken to succeed. The measurements are added and updated on a regular basis so that you’re always informed on your performance and progress.

The Result: The tools you need to evaluate your IT performance and develop strategies for future success