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. Updated daily, view performance ratios for your company versus other SysAid customers, so you can set goals to help you beat the industry average for these ratios. 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 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 service desk agent
The percentage of tickets opened via incoming email
Average resolution time for incidents, service requests, problems, and changes
End user to service desk agent ratio

Frequently Asked Questions

What Benefits Does An IT Benchmark Bring To Your IT Team?

A good IT Benchmark will allow you to evaluate your organization’s IT performance against other IT departments around the world. This allows you to set goals and figure out what your IT team is missing for you to beat the competition around you. For example, if you see that there has been a jump in the average resolution time compared to previous periods, this may be down to an increase in first contact resolution, or a shift in ticket type ratios. You may need to assign more people to solve certain tickets, or take a shift in your team to decrease the average resolution time back to how it used to be.

Does SysAid’s IT Benchmark Share My IT Team Information With Other Companies?

While you are able to see performance ratios of other companies, other companies will be able to see your ratio simultaneously. That being said, SysAid IT Benchmark will not share any information that can be used to identify your company, so your identity will remain hidden. The IT Benchmark is aimed at helping you beat the industry average, to give you ideas on how to improve your team.

What Kind Of Information Is Available Via SysAid’s IT Benchmark?

SysAid’s IT Benchmark is updated daily for you to view performance ratios of your company vs other SysAid customers. You will be able to view a local history chart that displays activity trends from the past 60 days, allowing you to see the bigger picture and identify what issues may be holding you back. You will also be able to clearly see the radio of opened/closed tickets, the average number of tickets closed per service desk agent, the percentage of tickets opened via incoming emails and the average resolution time for incidents to be solved.