Question

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____.

1) Benchmarking
2) Performance evaluation
3) Process improvement
4) Service analysis

Answer 1

Benchmarking is the correct term for comparing a service desk's performance metrics to another in order to identify areas for improvement. This practice helps a company become more competitive by highlighting potential areas where costs can be reduced, and service can be enhanced.

Step-by-step explanation:

Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called benchmarking. This practice involves measuring the quality, time, and cost performance of a company's services against those of other companies, typically ones that are recognized as industry leaders. The goal of benchmarking is to identify areas where the company can reduce costs, improve product quality, and enhance customer service, thereby making them more competitive.

Performance evaluation and service analysis are more internally focused practices, whereas benchmarking involves looking outside the organization for data. Process improvement can be a result of benchmarking if the insights gained lead to changes in the company's service desk operations. Hence, among the options provided, benchmarking is the correct term for this activity.