The Pink Report
2024 Service Desk
Benchmark Survey
Join us on this epic quest to gather insights and data that will transform the service desk landscape.
2024 Benchmark Survey
Following from our 2023 Benchmark Report, which provided invaluable insights into the current landscape of service desks in South Africa,
we are thrilled to announce the launch of the 2024 Service Desks in South Africa Benchmark Report Survey.
Why Participate?
Ready to Win Big?
Join our 2024 Service Desk Benchmark Report Survey and WIN!
🏆 Prize: R1000 Cash Prize
Your insights are crucial in shaping the future of IT service management in South Africa. Plus, you could be one of our lucky weekly winners!
Scan the following QR code to fill in our
2024 Service Desk Benchmark Report.
As the IT service management landscape continues to evolve, staying informed about the latest developments and benchmarks is crucial. The 2024 survey aims to provide valuable insights into various aspects of service desk operations, including staffing, technology adoption, customer satisfaction, and the growing role of artificial intelligence (AI) in service desks. These insights will empower organisations to optimise their IT service management strategies and enhance overall service quality.
2023 Benchmark
Report
We invite you to download and review the 2023 Service Desk Benchmark Report.
This comprehensive report provides invaluable insights into the current landscape of service desks in South Africa, highlighting key trends, challenges, and best practices.
Key Insights from the 2023 Report
Industry Participation: The 2023 report included data from a wide range of sectors such as software and technology (32%) and financial services (13%), highlighting the broad applicability of IT service management.
Geographic Distribution: A significant majority of participating organisations were based in Gauteng (78%), followed by the Western Cape (15%).
Service Desk Capacity: Most organisations logged fewer than 500 incidents monthly, with an increasing emphasis on self-service to deflect tickets.
Staffing and Service Levels: Detailed insights into staffing patterns underscored the correlation between staff numbers and service efficiency.
Technology and Automation: The report identified emerging technologies, including ITSM suites and remote assistance tools, as critical factors in enhancing service desk operations.
Focus on Adopting AI at the Service Desk
The 2024 survey places a significant emphasis on the transformative role of AI technologies within service desks. AI is not just a trend but a revolutionary force reshaping service desk operations by enhancing efficiency, reducing repetitive tasks, and dramatically improving customer satisfaction. This year’s survey will provide comparative insights into how the market has shifted due to AI adoption, building on the findings from last year.
Key areas of focus include:
Investment in AI
Understanding the financial and resource commitments required for deploying AI.
Impact on Operations
Evaluating the extent to which AI has reduced repetitive contacts and automated incident redirection.
AI Integration
Exploring how AI workflows are being integrated into incident and problem management processes.
AI Technologies Used
Identifying the types of AI technologies adopted, such as chatbots, virtual agents, “co-pilots,” and agent augmentation tools.
Benefits of AI Deployment
Assessing whether AI deployment has led to a reduction in the number of agents, improved customer experience, increased technical skills of agents, and better meeting of SLA targets.
We invite IT professionals, service desk managers, and industry stakeholders to participate in the 2024 survey. Your insights and experiences are invaluable in helping us create a detailed benchmark report that will benefit the entire IT service management community in South Africa. By contributing to this survey, you will help shape industry standards and best practices.
Join Us at Our Year-End Event
Stay tuned for more details and make sure to join us for an informative and engaging experience.
Head Office:
4th Floor, 140 West St, Sandown, Sandton, 2031.
Telephone Number:
011 656 0020
Email Address: info.africa@pinkelephant.co.za
About Pink Elephant South Africa
Pink Elephant South Africa, established in 1980, is a leading provider of IT management training, consulting, and managed IT support services. With a commitment to excellence and a focus on best practice frameworks, Pink Elephant continues to set the gold standard in IT service management worldwide.