Fusion 12: Session 406 Incident Management Metrics at the University of Miami

Session 406: Incident Management Metrics at the

University of Miami

Presenter

Presentation Notes

Session 406: Incident Management Metrics at the University of Miami Tuesday, October 30 at 10:00 AM We spend our whole lives being measured: How much did you weigh at birth? What grades did you receive on your reports cards? What score did you receive on your SATs? As a manager, how do you measure yourself? How does your boss measure you? Does he/she use an annual review or balanced scorecard? Are you measured by the number of times you buy lunch for your team? Many measurements are subjective, which can lead to differences of opinion.��Measurement is important because it puts vague concepts in context; it is simply not enough to say you want to deliver quality service—you must define it before you can know if you’re succeeding. In this session, Eddie Vidal will introduce the tools, templates, and samples for grading and ranking your service desk analysts in eight different categories, the same ones he implemented at the University of Miami. Since all of these numbers and measurements will get you nowhere without the buy-in and contribution of the analysts you are measuring, Eddie will walk attendees through the steps he followed to gain that buy-in, and provide you with a starting point for implementing analyst dashboards in your organization and improving the quality of service provided to your customers.

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Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Desktop Support & Member

Advisory Board • HDI Southeast Regional Director • President of South Florida HDI Local

Chapter • Published in Support World

Magazine • HDI Support Center Manager

Certified • ITIL V3 Foundation & OSA Certified

Manager, Enterprise Support Services [email protected]

[email protected] 305-439-9240 2

@eddievidal

http://www.linkedin.com/in/eddievidal

Presenter

Presentation Notes

Eddie Vidal Manager, Enterprise Support Services�University of Miami��Eddie Vidal has over twenty years’ experience in information technology, where he focuses primarily on service delivery and support for IT infrastructures. In his current position as the manager of enterprise support services for the information technology department at the University of Miami, Eddie supports over 35,000 faculty, staff, and students. In addition to higher education, Eddie’s experience includes the hospitality and travel industries.��Eddie currently serves as the president of the HDI South Florida local chapter and a member of the HDI Desktop Support Advisory Board (DSAB). He has spoken at local, regional, and national events and has been published in HDI's SupportWorld magazine.

http://www.twitter.com/UMITSupport


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Objectives

• UM Approach – Keeping it simple • Useful information – Why it’s important

to use metrics. • Obtain Buy-in • Create Professional Development

Program

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Presenter

Presentation Notes

We spend our whole lives being measured. How much did you weigh at birth? What was your GPA? What score did you earn on your SAT? As a manager, how do you measure yourself? Many measurements are subjective, which can lead to differences of opinion. This presentation will provide the steps taken at the University of Miami and help you apply them to your organization. You will be able to clearly define the expectations of your team, track individual and team performance, recognize top contributors and obtain consistent performance from your team members on a daily basis. Eddie will walk you through the steps he navigated and provide you a starting point to implement an analyst dashboard within your organization and improve the quality of service provided to your customers. Take back ideas from the presentation back to your organization Be able to apply templates right away Share our approach

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Setting Expectations

• Do we know what is expected of us? • If you knew, would you do your job

better? • If you knew the results of your work?

– Know your strengths – Work on weaknesses

• Praise, Praise, Praise

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Presenter

Presentation Notes

Do you have goals set from your management. If you knew what was expected from you wouldn’t you do a better job? When is the last time you have received a nod or a pat on the back from your manager that you have done a good job? Is the feedback specific?

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UM Approach – Why?

• Recognize top performers • To demonstrate management cares • Our goal is to achieve better morale, fair

treatment to each team member and obtain consistent performance on a daily basis

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Presenter

Presentation Notes

Started in 2006 there were no metrics Moral was down Couldn’t communicate how well we were doing Too many generalizations, customers are unhappy

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UM Approach – Why?

• Specify required performance levels • Track individual and team performance • Plan for head count • Allocate resources • Justification for promotions and salary

increases 6

Presenter

Presentation Notes

Example of Microsoft Exchange Upgrade, 15,000 users affected, Service Desk said they were killed Asked to pull reports on open incidents and there were only 40 incidents Why the low number? Maybe there weren’t that many incidents or the team did not open incidents for all the calls.

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UM Approach

• Researched best practices, contacted ITSM peers and used HDI Focus Books

• Several Revisions • Involved and Gained Acceptance from

Team • Obtained buy-in from Management

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Presenter

Presentation Notes

Started thinking about creating a dashboard after attending first HDI conference in 2007, Mandalay Bay, Las Vegas Nv

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Acceptance As a team member of the IT Support Center I have

participated, provided feedback and helped develop the measurements used for our annual review and recognition plan. I, hereby, acknowledge that I have read and understand the IT Support Center Measurement procedures. By signing, I acknowledge and agree to the criteria by which I will be measured and understand what is expected of me.

_________________ ____________________ Employee Signature Print Name _________________ ____________________ Authorized Signature Print Name _________________ _____________________ Date Date

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Service Desk Analyst Employee of the Month Spotlight on Success

• One paid day off!!! • Must reach score

of 90% or higher • One employee

eligible per calendar month*

*If we have a tie, the employee entering the most Service Requests and Incidents will be the winner.

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UM Tools

• Service Desk ACD – Nortel/Symposium • Incident Management System – Compco

by MySoft • Reports - Crystal and Excel • Database Administrator

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Year Phone Calls Incidents Service Requests

1 26,344 9,830 5,044

2 35,922 15,008 5,339

3 40,719 25,447 6,076

4 40,270 27,791 5,832 11

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What is Measured?

1. Call Monitoring 15% 2. Incident Tracking 15% 3. Average Talk Time 10% 4. Percent Available/Logged in Time 10% 5. First Call Resolution 10% 6. Percent of Service Requests Entered 15% 7. Percent of Team Calls Answered 10% 8. Service Request/Incident Tracking

Accuracy 15%

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Metrics – Call Tracking

• Percent of incidents entered based on total calls answered – Example: 75 incidents

entered / 100 calls received = 75%

• Weight 15% • Goal 70%

– 70% or higher 15 points – 50% to 69%, 12 points

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Presenter

Presentation Notes

Why would a metric be over 100% Example – enter incident from day before because they couldn’t enter them that day. Did the analysts understand the impact? Educate them! Change to Call tracking. Allows us to build a repository of what is going on We may we want to clarify this to Trouble Ticket. 70% = 15 Points 50% = 12 Points 40% = 9 Points 30% = 6 Points 20% = 3 points < 20% = 0 Points

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Why Do We Track Incidents?

• To build a repository to identify customer training and education needs

• Ability to build self-help solutions to allow customers to resolve many issues with less impact on the support staff – Level 0 support

• Leads to Problem, Change, Knowledge and Release Management?

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Presenter

Presentation Notes

Migrate from dispatch center to true support center Call avoidance – allow customers to do self-help before having to contact support center, allows more time for difficult issues

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Service Requests/Incident Accuracy

• Weight 15% • Goal 95% accuracy • Criteria used for grading

• Location • Location • Location

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Presenter

Presentation Notes

Over 50 buildings at UM, need to ensure the Incident info is accurate

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Service Request/Incident Tracking Accuracy

• Has the customer been contacted with in 24 hours?

• Are diary entries user friendly? – Does the customer understand it?

• Was the customer kept in the loop? • Was customer sign-off obtained?

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Presenter

Presentation Notes

Time, how long do you think this takes? Manually completed by students. At FIU it was 48 hour turnaround The first report our team received was at 65%, the boss was not happy. Had to create a plan on how I was going to improve this. It took us 3 months to bring up the score to 90+%. Starting each meeting similar to 5 Dysfunctions of a Team, what are our goals? Has the customer been contacted within 24 hours? Are diary entries user friendly, does the customer understand it if they were to read the ticket? Was the customer kept in the loop. Was customer sign-off obtained? 3 attempts in 10 business days Kept Customer in loop? How is this determined? Keep this in mind to determine if the customer is kept in the loop. If the customer needs to call the SC for the status of their SR, do they really know what the status is? Would that phone call be required? 1) Are the diary entries updated to state when the next expected entry or work is to occur with the user? 2) Is the customer informed when the next visit or work on their service request is to be performed? 3) If you have set an appointment with the customer in advance has it been entered in the Service Request? 4) If customer was not reachable when contacting them is there an entry stating the means of communication, for example, via email, voicemail or in person? 5) Is there a statement stating the user was informed by leaving a service receipt form, email or voice mail? 6) If you answered YES to all of the questions then it's a yes for keeping customer in the loop. If the answer is no to one of the questions then the Customer Service Objective has not been met.

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University of Miami Approach - Scoring

• Subjective – Maybe – Not sure – Hmm – I think so

• Objective – Yes – No

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Percent of Calls Answered

• Are users calling published number?

• Do you have one Analyst answering most of the calls?

Percent of Service Requests Entered

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Presenter

Presentation Notes

Explain why voice mail is removed. Stress to customer they must call 6565, this will allow us to properly track all calls into our ACD Based on 7 employees >14% = 10 points > 10 - 14% = 8 points 8 – 10% = 6 points < 8% = 0 points Answering 33% of all calls incoming on the ACD for 3 employees with a range of +/- 5% Answering 25% of all calls incoming on the ACD for 4 employees with a range of +/- 5% Answering 20% of all calls incoming on the ACD for 5 employees with a range of +/- 5%

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First Call Resolution (FCR)

• Percentage of incidents resolved on the initial contact with the customer

•Used to measure the knowledge and skill level of the analyst

• Weight 10% • Telecom Goals: 60%

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Presenter

Presentation Notes

60% = 10 Points 50% = 8 Points 40% = 6 Points 30% = 4 Points 20% = 2 Points <20% = 0 Points

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Percent Available Time

• Percentage of total time the analyst has been available to take incoming or make outgoing calls

• Talk time (ACD + DN) + Waiting time – Not Ready time = % Available

• Weight 10% • Goal: 6 hours 30 minutes of time

logged in to the ACD

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Presenter

Presentation Notes

85% = 10 Points 70% = 5 Points <60% = 0 Points

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Average Talk Time

• Average talk time per analyst • Average time an analyst spends talking to

a customer on each call • Used to determine staffing and training

needs • Weight 10% • Goal 5 minutes

• 5 minutes or less 10 points • 5 minutes or over 0 points

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Call Monitoring

In order to improve the customer experience, evaluation of calls are

reviewed and graded

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Four Part Scoring

• Greeting the customer • Key points during the call • Ending the call • Behavioral Questions

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Greeting the Customer

Name²

How may I help you

Introduce yourself

Verify Phone Number

Verify Tracking #

Summarize Call

ID Customer Dept

Verify Address

Provide Tracking #

Transferring Calls

Placing on Hold

Plan of Action

Timeline for Resolution

Key Points During the Call

Ending the Call

End call on positive note

Allow customer to have last word

Thank customer for calling

Offer further assistance

Encourage future calls

Behavioral Questions

Apologize for inconveniences caused

Courteous and empathetic

Attitude positive and friendly

Answered all caller’s questions

Speak audibly and clearly

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Taking it to another level

• Use an incident for same call • Follow the trail from beginning to end • To post or not to post? • Create competition

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Bonus Points

• Knowledge Database Document Contribution • Training, ULearn • Seminars attended

• Must return and present to the team what you learned from the seminar and how it can be applied to the job or team

• Presentations to the Team (SME) • Unsolicited Customer Commendations

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Additional Performance Appraisal Requirements

• Professional Development • 10 hours of class time per calendar year:

• PDTO CBL • Conflict Resolution in Everyday Life,

Customer Service for the Professional, Setting Personal Goals

• Certification once per year • Microsoft Certified Desktop Support Technician

(MCDST) • Microsoft Certifications for IT Professionals • A+, Network +, Security +, ITIL, VoIP

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Customer Surveys

1. Overall quality of IT Support Center Staff? 2. IT Support Staff handling my problem was

knowledgeable? 3. IT Support Staff handling my problem was

courteous and professional? 4. Incident was resolved to my complete

satisfaction? 5. Resolution of your incident completed in

a timely manner?

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Presenter

Presentation Notes

We stopped doing the surveys. WHY?

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Three Takeaways

UM Approach – Keeping it simple Useful information – Why it’s

important to use metrics. What we have gained – can you apply

it to your job?

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Presenter

Presentation Notes

UM Approach – Keeping it simple Useful information – Why it’s important to use metrics. Obtain Buy-in Create Professional Development Program

Thank you for attending this session! Please make sure to fill out an

evaluation form.

priSM® CPDs can be earned by attending the FUSION 11 Conference & Expo. Please get scanned by your room monitor to

get credit.

Questions

Eddie Vidal | [email protected] | [email protected] | 305-439-9240 http://www.linkedin.com/in/eddievidal | @eddievidal

mailto:[email protected]

mailto:[email protected]



http://www.twitter.com/UMITSupport

Fusion 12: Session 406 Incident Management Metrics at the University of Miami

Technology

Transcript of Fusion 12: Session 406 Incident Management Metrics at the University of Miami