Question regarding, redefining sub tower "Service Desk to IT Help Desk" in ATUM V2.0.   We recently refreshed our Infrastructure Benchmarking data, identifying a cost outlier for the IT Help Desk sub tower which was previously named Service Desk.  Outlier is being attributed to the creation of new sub tower/IT Service Management and the move of expenses associated with Incident, Problem and Change from Service Desk/IT Help Desk to Service Management sub  tower.  Based on other industry benchmarking services, average cost for IT Service Desk ranges between $17 to $22 vs. Apptio’s $9 for the IT Help Desk sub tower. 

Hoping to understand how others are applying IT Help Desk’s description of  “resolve issues”.   Is your organization’s IT Help Desk labor costs based on the Specialist:  1) capturing demand for incident resolution and service request without resolving,  or 2) capturing demand and resolving routine issues (user’s requests & incidents) using knowledge artifacts?  Thanks!

Interested in seeing more responses on this one.  Can't speak to 2.0 as we're still on 1.0, but we recently modified our Tickets allocation and will share that for what it's worth.  Previously, we would weight based on escalation, but then the team upgraded their ServiceNow instance and decided they were going to use that field differently, so they told us to use 'resolved by' instead.  We have L0 through L5 support levels.  We decided to filter out L0 because that is considered 'self help' i.e., someone logged a ticket, saw a KB article or FAQ that helped them, then closed the ticket.  That doesn't engage the support folks, so we chose to filter those out.  If something shows as L1-L2, we weight based on one ticket price point.  If something shows as L3-L5, then we weight based on a higher ticket price point because generally, in those instances, the higher-salaried folks are engaged.  Anyway, just sharing since it's somewhat in the same vein.