Free Training Series | Case Studies in Service Desk and Desktop Support Collaboration | MetricNet...
description
Transcript of Free Training Series | Case Studies in Service Desk and Desktop Support Collaboration | MetricNet...
Desktop/Service Desk Collaboration Case Studies in Successful Partnership!
MetricNet Best Practices Webcast Series
Connect With MetricNet on Social Media
1 © MetricNet, LLC, www.metricnet.com
Empirical Observations from Our Global Benchmarking Database
More than 2,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
2 © MetricNet, LLC, www.metricnet.com
Then and Now: The Evolution of the Service Desk
Service Desk
KPI’s
North American Averages
1988 Last Year
Monthly Contacts per
End-User 0.79 1.95
Cost per Contact $9.57 $21.84
Average Handle Time 6:27 12:55
Resolved on First
Contact 35% 67%
Resolved at Level 1 39% 74%
Starting Agent Salaries
(current dollars) $27,280 $35,411
Service Desk Cost per
End-User per Year $97 $502
3 © MetricNet, LLC, www.metricnet.com
Then and Now: The Evolution of Desktop Support
Desktop Support
KPI’s
North American Averages
1988 Last Year
Monthly Desktop Tickets
per Seat 0.53 0.78
Cost per Ticket $29 $62
Average Incident
Work Time (min:sec) 17:40 32:15
Incidents Resolved on
First Contact 74% 68%
% Resolved
Level 1 Capable 54% 19%
Starting Technician
Salaries (current dollars) $37,050 $43,627
Desktop Cost per
Seat per Year $184 $580
4 © MetricNet, LLC, www.metricnet.com
Why Collaborate?
Benefits Barriers
5 © MetricNet, LLC, www.metricnet.com
Lower support costs
Greater customer satisfaction
for support
Shorter cycle times on
resolution
Enhanced user productivity
Greater customer satisfaction
for all of IT
Different managers
Different funding sources
Drive-by’s, fly-by’s, snags
No shared goals or
incentives
Poor training
Weak management / lack of
discipline
Support is low priority
Adopting SPOC Support at an International Freight Co.
The Scenario
Users call desktop support directly
Desktop techs provide on-the-spot assistance
Service desk has no clear dispatch rules for desktop
support
Service desk and desktop have no operating level
agreement (OLA)
Lost tickets are common
Customers are universally dissatisfied
6 © MetricNet, LLC, www.metricnet.com
A Primer on Support TCO
Support Level Cost per Ticket
Vendor
Level 2: Desktop Support
Field Support
Level 3 IT
(apps, networking, NOC, etc.)
Level 1: Service Desk
$471
$196
$85
$62
$22
7 © MetricNet, LLC, www.metricnet.com
The Tao of SPOC (Single Point of Contact)
User Community Level 1
Service Desk
Desktop
Support
Field
Support
Level 2 IT
Support
Vendor
Support
8 © MetricNet, LLC, www.metricnet.com
SPOC Principles
Key SPOC Principles
Enterprise takes an end-to-end view of user
support
User/Customer has a single point of contact
for all IT-related issues
The Level 1 Service Desk is the SPOC
The service desk and desktop support have
the same SLA with customers
The service desk and desktop support have
an OLA
Level 1 is responsible for:
Ticket triage
Resolution at Level 1 if possible
Effective handoffs to n level support
Resolution coordination and facilitation
Ticket closure
Desktop “Drive-bys”, “Fly-bys”, and “Snags”
are strongly discouraged
9 © MetricNet, LLC, www.metricnet.com
SPOC Support Reduces Total Cost of Ownership
0%
5%
10%
15%
20%
25%
30%
35%
40%
% R
eso
lved
Level
1 C
ap
ab
le
% Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOC
Average = 22.8%
Average = 15.3%
10 © MetricNet, LLC, www.metricnet.com
The Result of Implementing a SPOC Process
KPI Before SPOC 10 Months Later
Level 1 Ticket Origination 64% 87%
% Resolved Level 1 Capable 39% 14%
Customer Satisfaction 66% 78%
Weighted Average Cost per Ticket $73 $45
11 © MetricNet, LLC, www.metricnet.com
Cross Training at a Regional Bank
The Scenario
Support costs are high
Desktop support is sometimes short-staffed
Service desk is sometimes short-staffed
Escalation defects increase when the service desk is
busy
Service levels are rarely met
Customer satisfaction is low
12 © MetricNet, LLC, www.metricnet.com
Universal Agents Can Greatly Improve Efficiency
13 © MetricNet, LLC, www.metricnet.com
12 FTE’s 7 FTE’s
3 – 4
Universal
Agents
Service Desk Desktop Support
Success Factors for Cross-Trained Agents
14 © MetricNet, LLC, www.metricnet.com
Support personnel are co-located with the users
Users are in a high density environment
High rise building or campus setting
Facilitates “jump & go”
Scale is relatively low
Fewer than 20 support techs in total between service desk and
desktop support
Not all technicians can or should be cross-trained
The Result of Agent Cross Training
15 © MetricNet, LLC, www.metricnet.com
KPI Before Cross Training 6 Months Later
Cross-Trained Agents 0 4
Customer Satisfaction 72% 85%
Weighted Average Cost per Ticket $67 $55
Total Headcount 19 17
% Resolved Level 1 Capable 25% 9%
Shared Incentives at a Multi-National Insurance Company
16 © MetricNet, LLC, www.metricnet.com
The Scenario
Both support groups – service desk and desktop
support – appear to be performing well
Costs are in line with industry averages
Customer satisfaction is above industry averages
A SPOC process is followed
So what’s the problem?
17 © MetricNet, LLC, www.metricnet.com
Your IT Support
Performance
Performance of
Benchmarking Peer
Group
Determine How Best in Class
Achieve Superiority
Adopt Selected Practices of
Best in Class
Build a Sustainable Competitive Advantage
The ultimate
objective of
benchmarking
COMPARE
50% of Annual Bonus Tied to Benchmarking Results
17
Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!
Some Common Service Desk Metrics
Cost per Ticket
First Level Resolution Rate
Cost
Service Level
Quality
Call Handling Agent
Average speed of answer
(ASA)
Call abandonment rate
% Answered within 30
Seconds
Average hold time
Average time to abandon
Percent of calls blocked
Contacts per Agent per Month
Agent Utilization
Agents as % of Total FTE’s
Customer Satisfaction
Call Quality
First Contact Resolution Rate
Agent Occupancy
Annual Agent Turnover
Daily Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Schedule Adherence
Agent Tenure
Agent Job Satisfaction
Contact Handle Time
% Escalated Level 1
Resolvable
User Self-Service
Completion Rate
And there are hundreds more!!
Productivity
18 © MetricNet, LLC, www.metricnet.com
A Summary of KPI Correlations for the Service Desk
Cost per Ticket Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution Scheduling
Efficiency
Service Levels:
ASA and AR
19 © MetricNet, LLC, www.metricnet.com
Some Common Desktop Support Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request
Cost Productivity
Service Level
Quality
Ticket Handling
Technician Average Incident Response Time (min)
% of Incidents Resolved in 24 Hours
Mean Time to Resolve Incidents (hours)
Mean Time to Complete Service Requests (days)
Technician Utilization
Tickets per Technician-Month
Incidents per Technician-Month
Service Requests per Technician-Month
Ratio of Technicians to Total Headcount
Customer Satisfaction
First Contact Resolution Rate
(Incidents)
% Resolved Level 1 Capable
% of Tickets Re-opened
Technician Satisfaction
New Technician Training
Hours
Annual Technician Training
Hours
Annual Technician Turnover
Technician Absenteeism
Technician Tenure (months)
Technician Schedule
Adherence
Average Incident Work Time (min)
Average Service Request Work Time (min)
Average Travel Time per Ticket (min)
And there are hundreds more!!
Workload
Tickets per Seat per Month
Incidents per Seat per
Month
Service Requests per Seat
per Month
Incidents as a % of Total
Ticket Volume
20 © MetricNet, LLC, www.metricnet.com
A Summary of KPI Correlations for Desktop Support
Cost per Ticket Customer Satisfaction
Technician
Utilization
FCR
(Incidents)
Technician
Satisfaction
Coaching Career Path Training Hours
SL’s
MTTR
Work/
Travel Time Techs/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution
Scheduling
Efficiency
Service
Levels: MTTR
21 © MetricNet, LLC, www.metricnet.com
KPI’s for Successful Collaboration
Weighted Average Cost per Ticket Cost
Quality
Level 1 TCO
Weighted Average Customer Satisfaction
First Level Resolution Rate
Aggregate Balanced scorecard
Desktop TCO % Resolved Level 1 Capable
Read MetricNet’s whitepaper on IT Support Performance Metrics. Go to www.metricnet.com to get your copy!
22 © MetricNet, LLC, www.metricnet.com
The Balanced Scorecard for SPOC Support
Step 1
Six critical
performance
metrics have been
selected for the
scorecard
Step 2
Each metric has been
weighted according to its
relative importance
Step 3
For each performance metric,
the highest and lowest
performance levels in the
benchmark are recorded
Step 4
Your actual
performance for
each metric is
recorded in this
column
Step 5
Your score for each
metric is then
calculated: (worst
case – actual
performance) /
(worst case –best
case) X 100
Step 6
Your balanced score for each
metric is calculated: metric
score X weighting
23
Worst Case Best Case
Service Desk Cost per Ticket 20.0% $40.00 $8.00 $22.00 56.3% 11.3%
Desktop Support Cost per Ticket 20.0% $120.00 $25.00 $64.00 58.9% 11.8%
Service Desk Customer Satisfaction 20.0% 60.0% 100.0% 85.0% 62.5% 12.5%
Desktop Support Customer Satisfaction 20.0% 60.0% 100.0% 90.0% 75.0% 15.0%
Level 1 Resolution Rate (service desk) 10.0% 40.0% 100.0% 88.0% 80.0% 8.0%
% Resolved Level 1 Capable (desktop support) 10.0% 50.0% 0.0% 8.0% 84.0% 8.4%
100.0% N/A N/A N/A N/A 66.9%Total
Performance Metric
Cost
Quality
TCO
Balanced
Score
Your
Performance
Metric
Score
Performance RangeMetric
Weighting
© MetricNet, LLC, www.metricnet.com
The Performance Trend in SPOC Support
24 © MetricNet, LLC, www.metricnet.com
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
IT S
up
po
rt B
ala
nc
ed
Sc
ore
12 Month Average Monthly Score
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Bala
nced
Sco
res
25 © MetricNet, LLC, www.metricnet.com
Benchmarking the SPOC Balanced Score
25 © MetricNet, LLC, www.metricnet.com
High 83.3%
Average ----- 51.4%
Median 52.3%
Low 17.5%
Your Performance 66.9%
Balanced Scores
Key Statistics
The Results of Benchmarking and Shared Incentives
26 © MetricNet, LLC, www.metricnet.com
Before Benchmarking 1 Year Later
Service Desk Cost per Ticket $22 $19
Desktop Support Cost per Ticket $64 $62
Service Desk Customer Satisfaction 85% 92%
Desktop Support Customer Satisfaction 90% 93%
Level 1 Resolution Rate (service desk) 88% 91%
% Resolved Level 1 Capable (desktop support) 8% 4%
66.9% 75.5%
42.3% 63.8%% of Bonus Awarded
Balanced Score
Key Performance Indicator
Cost
Quality
TCO 0
%
1
0
%
2
0
%
3
0
%
4
0
%
5
0
%
6
0
%
7
0
%
8
0
%
9
0
%
1
0
0
%
Closed Ticket Analysis at a Fortune 100 Telecom Company
27 © MetricNet, LLC, www.metricnet.com
The Scenario
Monthly meetings are held between service desk and
desktop support to review tickets
Goal is to ensure proper categorization of tickets, and
eliminate tickets through Root Cause Analysis
Benchmarks show that First Level Resolution on the
service desk is low
And nearly half the tickets resolved by desktop support
are resolvable at level 1
0
2
4
6
8
10
12
0% 2% 4% 6% 8% 10%
12%
14%
16%
18%
20%
22%
24%
26%
28%
30%
32%
34%
36%
38%
40%
% Resolved Level 1 Capable
Nu
mb
er
of
Su
pp
ort
Org
an
izati
on
s
Fir
st
Quart
ile =
12.7
%.
Fourt
h Q
uart
ile =
24.3
%.
Media
n =
18.1
%
Industry Data for Desktop % Resolved Level 1 Capable
28 © MetricNet, LLC, www.metricnet.com
Average ------ 18.6%
Max 36.6%
Min 3.9%
Median 18.1%
% Resolved Level 1 Capable
29 © MetricNet, LLC, www.metricnet.com
Industry Data for Level 1 Resolution
0
5
10
15
20
25
30
35
40
45
50
55
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
Net First Level Resolution Rate
Num
ber
of D
ata
Poin
ts
Average ------ 73.9%
Max 98.9%
Min 24.0%
Median 75.0%
> 95% Net FLR 2.0%
Industry Average Net FLR Statistics
Net First Level Resolution Rate
Nu
mb
er
of
Data
Reco
rds
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Ne
t F
irs
t L
ev
el R
es
olu
tio
n
Remote Diagnostic Software No Remote Diagnostic Software
The Effect of Remote Diagnostic Software on FLR
Average = 77.8% FLR
Average = 61.4% FLR
30 © MetricNet, LLC, www.metricnet.com
The Effect of a Mature Knowledge Base on FLR
31 © MetricNet, LLC, www.metricnet.com
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
0 1 2 3 4 5 6
KBase Maturity
Ne
t F
irs
t L
ev
el R
es
olu
tio
n
The Action Plan
32 © MetricNet, LLC, www.metricnet.com
Adopt a remote diagnostic tool
Add a check box to desktop support tickets
Resolved but Level 1 Capable
Establish a goal for First Level Resolution
Establish a goal for % Resolved Level 1 Capable
Enforce a strict SPOC support model
The Results: 6 months Later
33 © MetricNet, LLC, www.metricnet.com
KPI Before Action Plan 6 Months Later
First Level Resolution 61% 83%
% Resolved Level 1 Capable 44% 17%
Weighted Average Cost per Ticket $96 $61
The Paradox of IT Support
34
The Paradox of IT Support
Less than 5% of all IT spending is
allocated to end-user support
Service desk, desktop support,
field support
This leads many to erroneously
assume that there is little upside
opportunity in IT support
The result is that most support
organizations are managed with the
goal of minimizing costs
But the most effective support
strategies focus on maximizing
value
35 © MetricNet, LLC, www.metricnet.com
Corporate IT Spending Breakdown
4%
96%: Non support functions
End-User Support
Application
Development
Application
Maintenance
Network
Operations
Mainframe and
midrange Computing
Desktop Computing
Contract Services
(e.g., disaster
recovery)
84%
47%
31%29%
22%19%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Desk Desktop
Support
Network
Outages
VPN Training Enterprise
Applications
Desktop
Software
Factors Contributing to IT Customer Satisfaction
% S
ayin
g V
ery
Im
po
rtan
t
n = 1,044
Global large cap companies
Survey type: multiple choice
3 responses allowed per survey
84% cited the service desk as a very important factor in their overall satisfaction with corporate IT
47% cited desktop support as a very important factor in their overall satisfaction with corporate IT
Support Drives Customer Satisfaction for All of IT
36 © MetricNet, LLC, www.metricnet.com
0
10
20
30
40
50
60
70
0 1 2 3 4 5
Pro
du
cti
ve H
ou
rs L
ost
per
Em
plo
yee p
er
Year
Quality of Support Drives End-User Productivity
1 (top) 2 3 4 (bottom)
Customer Satisfaction 93.5% 84.5% 76.1% 69.3%
First Contact Resolution Rate 90.1% 83.0% 72.7% 66.4%
Mean Time to Resolve (hours) 0.8 1.2 3.6 5.0
Customer Satisfaction 94.4% 89.2% 79.0% 71.7%
First Contact Resolution Rate 89.3% 85.6% 80.9% 74.5%
Mean Time to Resolve (hours) 2.9 4.8 9.4 12.3
Service Desk
Desktop Support
Performance QuartileSupport Function Key Performance Indicator
37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9
Performance Quartile n = 60
37 © MetricNet, LLC, www.metricnet.com
Support Level Cost per Ticket
Vendor
Level 2: Desktop Support
Field Support
Level 3 IT
(apps, networking, NOC, etc.)
Level 1: Service Desk
$471
$196
$85
$62
$22
38 © MetricNet, LLC, www.metricnet.com
Support Has an Opportunity to Minimize TCO
Why Collaborate?
Benefits Barriers
39 © MetricNet, LLC, www.metricnet.com
Lower support costs
Greater customer satisfaction
for support
Shorter cycle times on
resolution
Enhanced user productivity
Greater customer satisfaction
for all of IT
Different managers
Different funding sources
Drive-by’s, fly-by’s, snags
No shared goals or
incentives
Poor training
Weak management / lack of
discipline
Support is low priority
A Call to Action:
Your Opportunity to Excel!
40
Five Easy Ways to Get Started
Five Suggestions to Get You Started!
1. Connect with MetricNet on Social Media
2. Attend our Presentations at the HDI Conference next week
3. Sign Up for Future Webcasts
4. Download MetricNet’s Best Practices Whitepapers
5. Sign up for a MetricNet Benchmark
41 © MetricNet, LLC, www.metricnet.com
Connect With MetricNet on Social Media
42 © MetricNet, LLC, www.metricnet.com
Company Page
Best Practices in
Call Centers - Group Best Practices in Customer
Satisfaction - Group
Best Practices in Desktop
Support - Group
Best Practices in Service
Desks - Group
Company Page Best Practices in
Service Desks -
Community
Best Practices in Desktop
Support - Community
Best Practices in Customer
Satisfaction - Community
Best Practices in Call
Centers - Community
MetricNet on Social Media
Like us on Facebook:
http://www.facebook.com/metricnet | Mention us using @MetricNet
Follow us on Twitter:
http://www.twitter.com/metricnet | Mention us using @MetricNet or #MetricNet
Follow our LinkedIn Company Page:
http://www.linkedin.com/company/metricnet
Become a Member of our MetricNet Certified LinkedIn Groups:
http://www.linkedin.com/groups/Best-Practices-in-Call-Centers-1801665
http://www.linkedin.com/groups/Best-Practices-in-Customer-Satisfaction-1825753
http://www.linkedin.com/groups/Best-Practices-in-Desktop-Support-4034463
http://www.linkedin.com/groups/Best-Practices-in-Service-Desks-1801657
Subscribe to YouTube:
http://www.youtube.com/metricnet
Follow our Google+ Company Page:
http://plus.google.com/u/0/b/111056508365533897358/111056508365533897358/posts
Mention us using +MetricNet
Become a Member of our Google+ Communities:
http://plus.google.com/u/0/b/111056508365533897358/communities/111509357790346291238
http://plus.google.com/u/0/b/111056508365533897358/communities/117245911462171588332
http://plus.google.com/u/0/b/111056508365533897358/communities/114421701803292354205
http://plus.google.com/u/0/b/111056508365533897358/communities/109121315816446874775
43 © MetricNet, LLC, www.metricnet.com
Upcoming MetricNet Webcasts
Register at www.metricnet.com
May 7
Service Desk KPI’s
June 11
Desktop Support KPI’s
July 9
Call Center KPI’s
August 6
Service Desk Best Practices
September 10
Best Practices in Desktop Support
For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
44
Download MetricNet’s Best Practices Whitepapers
Download at www.metricnet.com
© MetricNet, LLC, www.metricnet.com 45
46 © MetricNet, LLC, www.metricnet.com
Sign Up for a MetricNet Service Desk or Desktop Support Benchmark
The Service Desk Performance Benchmark
47 © MetricNet, LLC, www.metricnet.com
You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
48 © MetricNet, LLC, www.metricnet.com
Thank You!
We look forward
to serving you!
About MetricNet:
Your Benchmarking Partner
49
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
LLC. Jeff is responsible for global strategy, product development,
and financial operations for the company. As a leading expert in
benchmarking and re-engineering, Mr. Rumburg authored a best
selling book on benchmarking, and has been retained as a
benchmarking expert by such well-known companies as American
Express, Hewlett-Packard, and GM. Prior to co-founding
MetricNet, Mr. Rumburg was president and founder of The Verity
Group, an international management consulting firm specializing in
IT benchmarking. While at Verity, Mr. Rumburg launched a number
of syndicated benchmarking services that provided low cost
benchmarks to more than 1,000 corporations worldwide.
Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As
a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global
benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was
focused on business and product development for IT benchmarking. Mr. Rumburg's education
includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations
Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He
is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality
and Productivity Improvement, and has taught graduate-level engineering and business courses.
Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.
Your Presenter: Jeff Rumburg
© MetricNet, LLC, www.metricnet.com 50
51 © MetricNet, LLC, www.metricnet.com
Benchmarking is MetricNet’s Core Business
Call Centers
Telecom
Information
Technology
Satisfaction
Customer Service
Technical Support
Telemarketing/Telesales
Collections
Service Desk
Desktop Support
Field Support
Price Benchmarking
Customer Satisfaction
Employee Satisfaction
52 © MetricNet, LLC, www.metricnet.com
25 Years of IT Service and Support Benchmarking Data
More than 2,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.
© MetricNet, LLC, www.metricnet.com 53
You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
© MetricNet, LLC, www.metricnet.com 54
Thank You!
We look forward
to serving you!
© MetricNet, LLC, www.metricnet.com 55