According to Gartner, the average cost per contact was $19.80 in 2019 for all sizes of service desks - up from $15.83 in 2018. IT leaders are constantly looking for a way to measure more efficiently and control the ever-rising costs of responding to requests – people, escalation to level two resolution, and response time.
Learn how to take your service desk from good to great – learn actionable tips for immediate improvements you can make today and prepare your team for what’s coming in Service Desk 2025.
Key learning objectives:
- Where we are today with service desk
- Why “shifting-left” is so right
- What’s considered “good” at a service desk in 2020?
- What we can expect in 2025