SysAid IT Benchmark

SysAid IT Benchmark allows you to evaluate your organization’s IT performance against other SysAid customers and your own performance history – for current and last month, and current and last year.

SysAid IT Benchmark

With SysAid IT Benchmark, you can instantly compare the performance of your IT department to the performance of IT departments around the world. You can view performance ratios for your company versus other Sysaid customers, and you can set goals to help you beat the industry average for these ratios. Ratios are updated daily and SysAid IT Benchmark will not share any information that can be used to identify your company.

Use SysAid IT Benchmark to See the Bigger Picture

The SysAid IT Benchmark capability provides you with a local history chart that displays activity trends over the past 60 days. These time-based measurements will help you to see the bigger picture and help to identify the root causes of issues that may be affecting, or will soon affect, your IT performance. For example, you may see that average resolution time has increased compared to previous periods, and then look to other performance trends to identify the cause. Perhaps an increase in first contact resolution, a jump in end-user numbers (new end-user groups might bring in new IT issues), or a shift in ticket type ratios to those that are more time intensive.

Example Benchmark Performance Measurements

  • The ratio of opened/closed tickets
  • The average number of tickets closed per help desk agent
  • The percentage of tickets opened via incoming email
  • Average resolution time for incidents, service request, problems, and changes
  • End user to help desk agent ratio

Gain a Global Perspective Through Benchmarks

SysAid IT Benchmark aggregates anonymous performance data from thousands of SysAid customer organizations worldwide, on an opt-in basis, to compile performance statistics in the Worldwide SysAid Distribution Chart. A flag indicator shows you where you stand in relation to the international average, and thus you can compare your own performance, measurement by measurement, with thousands of other IT departments from around the world. In the future, you’ll be able to view distribution charts based on your specific industry and geographic location.