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Benchmark your IT team’s performance

Take 30 seconds to see how your IT team stacks up*

Let's benchmark

*This interactive reporting tool is based on data collected by Atlassian from over 9,000 JIRA Service Desk Cloud customers in August 2016.

Step two

Tell us about your IT team

Do you have a help desk?

How many agents are on your team?

How productive is your IT team?

Step Three

Let's talk productivity

How many end users does your team support?

How many support tickets are handled per month?

On average, how many hours does it take to resolve a support ticket?

High five! You're on your way

Your IT team’s trail to productivity looks clear

Your team ranks

X% higher

than the average of 2.8 agents per 100 end users

Source: Jeff Rumburg, “Metric of the Month: Tickets per User per Month” (HDI)

Your team ranks

X% higher

than the average of 17.2 support tickets per agent per month

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016

Your team ranks

X% higher

than the Meantime to Resolution (MTTR) of 4 hours

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Did you know?

Since deploying JIRA Service Desk, Puppet Labs IT team has increased the number of resolved tickets by almost 67% allowing them to get more work done.

It’s a steep slope, but you’ve got this!

Here’s how you compare

Your team ranks

x% lower

than the average of 2.8 agents per 100 end users

Source: Jeff Rumburg, “Metric of the Month: Tickets per User per Month” (HDI)

Your team ranks

X% higher

than the average of 17.2 support tickets per agent per month

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016.

 

Your team ranks

X% higher

than the Meantime to Resolution (MTTR) of 4 hours

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Did you know?

Since deploying JIRA Service Desk, Puppet Labs IT team has increased the number of resolved tickets by almost 67% allowing them to get more work done.

How mature is your IT team?

Step Three

Tell us about your IT tools

Do you offer a self-service knowledge base?

Do you have an automated workflow for common support tickets?

You're cruising to the top. Keep it up!

This isn’t your team’s first trek

40%

of companies offer a self-service knowledge base

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016

5%

of help desk managers use automation to its fullest capacity

Source: RightStar Systems Survey

Did you know?

Adding Confluence knowledge base to JIRA Service Desk has been shown to deflect up to 45% of tickets.

Source: Based on a sample set of ~80,000 JIRA Service Desk sessions

Add more gear to your adventure pack

Here's how you compare

40%

of companies offer a self-service knowledge base

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016

5%

of help desk managers use automation to its fullest capacity

Source: RightStar Systems Survey

Did you know?

Adding Confluence knowledge base to JIRA Service Desk has been shown to deflect up to 45% of tickets.

Source: Based on a sample set of ~80,000 JIRA Service Desk sessions

How happy are your customers?

Step Three

Let’s talk CSATs and SLAs

Do you capture customer feedback on the quality of your support?

What is your overall customer satisfaction rating?

Do you have Service Level Agreements (SLAs) with your customers?

What is the estimated % of your support tickets meeting SLAs?

You're yodeling on a mountain so high!

Your adventure is off to a great start

23.7%

of organizations collect customer satisfaction data monthly

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Your team ranks

X% higher

 than the average CSAT rating of 4.65 out of 5

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016

73%

of organizations maintain SLAs with their end-users

Source: 2015 Desktop Support Practices & Salary Report (HDI)
 

Your team ranks

X% higher

than the average of 85% SLAs met

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Did you know?

The Daily Telegraph increased customer satisfaction by 140% within 3 months of rolling out JIRA Service Desk.

Inclement weather has pushed your crew off-course

Here's how you compare

23.7%

of organizations collect customer satisfaction data monthly

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Your team ranks

X% lower

 than the average CSAT rating of 4.65 out of 5

Source: Based on data collected by Atlassian from over 9,000 JIRA Service Desk cloud customers in August 2016

73%

of organizations maintain SLAs with their end-users

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Your team ranks

X% lower

than the average of 85% SLAs met

Source: 2015 Desktop Support Practices & Salary Report (HDI)

Did you know?

The Daily Telegraph increased customer satisfaction by 140% within 3 months of rolling out JIRA Service Desk.