Quantitative research

h2index has been researching the performance of user support operations in large-scale enterprises since 2006. In recent years, a group of companies has collectively financed and sponsored a benchmark every two years. We also compare organisations against our existing data base of information.

Our benchmarking is geared towards action. For each company, we have discovered at least one significant opportunity – to reduce costs, to improve service, or to re-balance operations. At our last benchmark, cost reduction opportunities were identified for every company, with some equating to several million dollars per year.

You are invited to take advantage of this knowledge base, our benchmark process and the improvement opportunities it reveals. Whilst the study covers all aspects of user support, clients who commit early to our group benchmark can add areas of particular interest.

The benefits of regular benchmarking

Through regular, periodic benchmarking against a group of organisations of comparable scale and complexity, we enable companies to:

  • Check that they (and their service providers) are exploiting leading tools, technologies and processes both for user interaction with the service, within the service provision function itself, and with other supporting groups.
  • Monitor to what extent and how the service quality bar is being raised.
  • Ensure that both their end costs and component costs are competitive, and understand the ways in which other companies are improving them.

By tracking these elements over time, companies can see the effect of changes in strategy on operational costs and effectiveness, and build them into their own planning framework.

Who is the benchmark for?

The benchmark is designed to help and inform senior managers with responsibility for user support in global enterprises, such as companies with:

  • Very large user populations, always more than 10,000 users, sometimes over 100,000
  • Complex business structures and demands on IT services
  • A continuous stream of innovation, for example, new collaboration services, increasing mobility, or the need to support external partners.

You will receive a report and presentation that clearly describes current practices and shows your service/cost levels and drivers against the group, interprets this in the context of your company’s position and challenges, and recommends appropriate courses of action. The analysts responsible for compiling your report are available for discussion with you.