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Trends for 2016Bangkok – Jan 28th

Maxime CARPENTIER - CIO

ITIL based Helpdesk Support

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Overview

• The Evolution of the Helpdesk Desktop Support

• Implement SPOC to lower the Total Cost of Ownership

• Building the Business Case for the helpdesk Support

• Optimizing the Customer Satisfaction

• The Support Team Management trends

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Desktop Support Was

• Primarily available during business hours

• Deskside support, where a technician or analyst would physically visit a customer’s desk to troubleshoot and resolve incidents or install new software.

• Supporting 1 primary device per End User and access to 1-2 shared devices

• Responsible for standard platforms, applications and access methodologies

• Primarily focused on hardware and end user applications

• Based on a 5-7 year solution lifecycle

• Viewed as a cost center tasked with reducing costs

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Desktop Support Is

• Providing support access anytime, anywhere, from any device

• Supporting an average of 2-3 devices (DT, LT, mobile, tablet) per End User

• Responsible for an ever broader array of technologies; virtualization, mobile, cloud based and BYOD

• Expanding to cover End User driven applications

• Tied to a 3-5 year solution lifecycle

• Experiencing an increase in ticket volumes

• Continuing to be asked to contain support costs

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How is demand for helpdesk Support trending in 2016?

• Desktop Support tickets have steadily increased year over year for the last 25 years

• In 2015 average tickets per user per month was .75

• Desktop Support tickets are becoming more labor intensive– Higher L1 resolution rates and preventative technologies

– Complexity of end user environment

• Scope of Desktop Support is expanding– More hours

– More platforms

– More applications

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Cost of Desktop Support

.75Transactions/User/Month

Consumerization of Technology drives higher consumption

Multiple Devices

BYOD

Anywhere/Anytime

31:15 Average Ticket Worktime

Increased L1 Resolution removes lower complexity

tickets from queue

Preventative Technologies

Remote Resolution Capabilities

Better Knowledge Management

30,000/Year Average Technician Salary

Expanding Scope requires a broader base of knowledge

and experience

Shorter Solution Lifecycle

Diverse technology platforms

Expanded Hours of Service

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Building the Business Case

• Align Desktop Support deliverables with the business goals of your company

• Develop a complete understanding of the overall Support organization and role of Desktop Support

• Proactively plan for technology and regulatory changes and their impact on your deliverables

• Present performance results and operational requests in business terminology

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Implement SPOC toLower Total Cost of Ownership

• The concept of Single Point Of Contact (SPOC) consist of implementing a single ticket dispatcher per managed entity. The SPOC ensure a systematic root cause analysis.

• Implement Service Request process to require all contacts go through the Level 1 SPOC

– Cost of support increases with each level of support required, cost are cumulative

• On average 25% of all tickets resolved by Desktop Support could have been resolved by the Level 1 service desk.

– First Call Resolution increases with better compliance

– Resulting decrease in an average 5-10% decrease in calls dispatched to Desktop Support

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 Cost per Ticket

No SPOC

 

SPOC

Per 100 Tickets

  Resolved Cost

  Resolved Cost

L1 500 65 32500 

85 42500

L2 800 35 28,000 

15 12,000

   100 tks 60,500

 100 tks 54,500

TCO- Impact of SPOC

This change drives a 9% TCO decrease!

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Investment Request with ROI Justification

• Request funding for a data analyst to support Root Cause Analysis

– Resource required to perform data mining and analysis to support Problem Management team

• 58,000 THB monthly loaded cost

– Problem Management objective

• Reduce incident volume through root cause analysis and engaging with greater IT to develop plan for remediation of known problems and prevention of potential problems.

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Optimizing Customer Satisfaction

• Desktop Support is the “face” of IT– 47% of end users say that Desktop Support is critical factor in their

overall satisfaction with IT.

• Implement standards based IT Service Management to enable effective process, functions and capabilities.

• Establish Best Practice Metrics and Performance Benchmarking

• Prioritize Key Metrics for driving Customer Satisfaction– First Contact Resolution

– Mean Time to Resolve

• Proactively communicate Desktop Support capabilities• Solicit, Listen and Respond to customer feedback

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First Contact Resolution vs Customer Satisfaction

Service Delivery Operations

People Process

Technology

KPI/Measurement

First Contact Resolution

Mean Time to Resolve

Customer Satisfaction

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The Support Team management trends

• Develop and promote Team identity across IT and the Business– Establish regular varied communications

– Solicit, listen and respond to constituent feedback

• Provide team members with career development opportunities within the Team, across IT and the Business– Goal based training for technical and business skills

• Implement recognition and incentive programs tied to performance metrics– Use the gamification technics to bring support staff to “unlock” their

potential

• Establish operational excellence in day to day management of service delivery.