free desktop support training | unleashing the enormous power of desktop support kpis
TRANSCRIPT
Unleashing the Enormous Power of Desktop Support KPI’s
Desktop Support Best Practices Series
Visit Our New Website at www.metricnet.com
© MetricNet, LLC, www.metricnet.com 22
Become a Member: It’s Free!
© MetricNet, LLC, www.metricnet.com 3
MetricNet Benchmarks
MetricNetBenchmarks
Peer Group Benchmarks
Industry Benchmarks
Benchmarking Data Files
© MetricNet, LLC, www.metricnet.com 4
Custom Benchmark
Unique Peer Group
Industry Benchmarking Reports by geography
Custom Benchmarking Data in Excel format
Connect With MetricNet on Social Media
Use #MetricNetLiveon Twitter to participate.
Share thoughts, key points, questions or just follow along!
© MetricNet, LLC, www.metricnet.com 5
Thank You!
Leveraging KPI’s to Maximize the ROI of Support
Jeff Rumburg • MetricNet
Service and Support as a Business
Read MetricNet’s whitepaper on Service and Support as a Business
http://www.metricnet.com/service-and-support-as-a-business
© MetricNet, LLC, www.metricnet.com 8
The 80/20 Rule for Desktop KPI’s: Less is More!
Jeff Rumburg • MetricNet
Unleashing the Enormous Power of Desktop Support KPI’s
Desktop Support Best Practices Series
The Traditional Paradigm for Technical Support
PEOPLE
PROCESS
TECH
11© MetricNet, LLC, www.metricnet.com
Human Resources Come First
PEOPLE
12© MetricNet, LLC, www.metricnet.com
Followed by Processes Designed Around People
PEOPLE
PROCESS
13© MetricNet, LLC, www.metricnet.com
Technology Creates Repeatability and Consistency
PEOPLE
PROCESS
TECH
14© MetricNet, LLC, www.metricnet.com
But Is There and Even More Fundamental Building Block?
METRICS
PEOPLE
PROCESS
TECH
15© MetricNet, LLC, www.metricnet.com
26 Years of IT Service and Support Benchmarking Data
More than 3,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
© MetricNet, LLC, www.metricnet.com 16
Six-Part Model for Desktop Support Best Practices
Proactively Managing Stakeholder Expectations
Stakeholder Communication
A Holistic Approach to Performance Measurement
Performance Measurement
Leveraging People and ProcessesTechnology
Expeditious Delivery of Customer ServiceProcess
Proactive, Life-cycle Management of
Personnel
HumanResources
Defining Your Charter and MissionStrategy
DefinitionModel
Component
Customer
Enthusiasm
Strategy
Human Resources
ProcessTechnology
PerformanceMeasurement
Stakeholder Communication
17© MetricNet, LLC, www.metricnet.com
Best Practices in Performance Measurement1 2
3
4
5
6
11
12
Desktop Support tracks the Mean Time to Resolve (MTTR), and the Percentage of tickets resolved within 24 hours.
14
7
8
Technician Satisfaction is measured, recorded, and tracked.
Technician Utilization is measured, recorded, and tracked on an ongoing basis.
Desktop Support understands key correlations and cause/effect relationships between the various KPI's. This enables Desktop Support to achieve desired performance goals by leveraging and driving the underlying "causal" metrics.
10
9
13
Desktop Support conducts benchmarking at least once per year.
Desktop Support KPI's are used to establish "stretch" goals.
Cost per Ticket is measured, recorded, and tracked on an ongoing basis.
Customer Satisfaction is measured, recorded, and tracked on an ongoing basis.
Desktop Support measures are used holistically, and diagnostically to identify performance gaps in Desktop Support performance, and to prescribe actions that will improve performance.
Desktop Support maintains a balanced scorecard that provides a single, all-inclusive measure of Desktop Support performance.
First Contact Resolution Rate for Incidents is measured, recorded, and tracked on an ongoing basis.
First Level Resolution is measured, recorded, and tracked on an ongoing basis.
Desktop Support tracks the number of tickets that are that could have been resolved by the Desktop Support organization at Level one.
Desktop Support conducts event driven customer surveys whereby the results of customer satisfaction surveys can be linked back to a specific ticket, and to a specific technician handling the contact at
18© MetricNet, LLC, www.metricnet.com
Ranking Explanation
1 No Knowledge of the Best Practice.
2 Aware of the Best Practice, but not applying it.
3 Aware of the Best Practice, and applying at a rudimentary level.
4 Best Practice is being effectively applied.
5 Best Practice is being applied in a world-class fashion.
Best Practices Evaluation Criteria
19© MetricNet, LLC, www.metricnet.com
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2 3 4 5
Metrics Maturity Ranking
Des
ktop
Sup
port
Bal
ance
d Sc
ore
The Evidence for Metrics as a Foundation Block
n = 143
20© MetricNet, LLC, www.metricnet.com
10 Mega Trends and the Holistic Use of KPI’s
Holistic use of KPI’s and Benchmarking
Process Optimization (ITIL, ITSM)
User Self-Help
Desktop Virtualization
Marketing Service and Support
Understanding of TCO and First Level Resolution
Knowledge Management
Remote Diagnostic Tools
The Widespread Adoption of ROI Analysis
Service and Support as a Business
21© MetricNet, LLC, www.metricnet.com
The Premise Behind Desktop Support KPI’s
We’ve all heard the expression…
“If you’re not measuring it, you’re not managing it!”
But there’s more to the story…Lots more!
© MetricNet, LLC, www.metricnet.com 22
Two Paradigms for Desktop Support KPI’s
The Historical Approach The Holistic Approach
Measurement(75%)
Analysis(15%)
Prescription(7.5%)
Action(2.5%)
Measurement(5%)
Analysis(20%)
Prescription(30%)
Action(45%)
Incr
easi
ng V
alue
!
© MetricNet, LLC, www.metricnet.com 23
24
4
3
2
1
Customer
Enthusiasm
An Industry MegaTrend: The Holistic Use of KPI’s
Measure
Diagnose
Prescribe
Implement
Model Component Description
1. MeasureMeasure help desk performance on an ongoing basis
2. DiagnoseBenchmark performance and conduct a gap analysis
3. PrescribeDefine actions to close the gap
4. ImplementImplement your action plan and improve performance
© MetricNet, LLC, www.metricnet.com
The Most Common Desktop Support KPI’s
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
© MetricNet, LLC, www.metricnet.com 25
Controllable vs. Non-Controllable KPI’s
CausalFactors
Drivers
Macro
Measures
Cost and Quality are the Macro Measures The Macro Measures tell the story of your
performance They are good for communicating the
performance of Desktop Support But you cannot control them directly
Workload metrics are driven by Causal Factors The Causal Factors define the volume and mix
of work performed by Desktop Support Desktop Support has very little control over the
Causal Factors They are a function of your IT environment
Productivity, Service Level, Technician, and Ticket Handling are the underlying drivers of performance
These are the metrics that drive your performance You can control these metrics directly It is through these metrics that you can influence the
Macro Measures, and improve your performance
© MetricNet, LLC, www.metricnet.com 26
Causal Factors: The Workload Drivers
CausalFactors
Drivers
Macro
Measures
Causal Factors include: Device count and mix Mix of desktop vs. laptop
computers Number of mobile devices Average age of devices Standardization of desktop
environment User population density
High rise vs. campus vs. field User work location
Office vs. home vs. field And numerous other factors…
© MetricNet, LLC, www.metricnet.com 27
There Has Got to Be a Better Way!
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
© MetricNet, LLC, www.metricnet.com 28
The 80/20 Rule for Desktop Support KPI’s
Cost per TicketCost
Productivity
Quality
Call Handling
Technician Utilization
Customer satisfaction
First contact resolution rate (incidents)
Technician Technician Satisfaction
Aggregate Balanced scorecard
TCO % Resolved Level 1 Capable
Service Level Mean Time to Resolve
© MetricNet, LLC, www.metricnet.com 29
Desktop KPI’s: Which Ones Really Matter?
Cost per TicketCost
Productivity
Quality
Call Handling
Technician Utilization
Customer satisfaction
First contact resolution rate (incidents)
Technician Technician Satisfaction
Aggregate Balanced scorecard
TCO % Resolved Level 1 Capable
Service Level Mean Time to Resolve
© MetricNet, LLC, www.metricnet.com 30
Tickets, Incidents, and Service Requests
Incident Volume + Service Request Volume = Ticket Volume
Tickets
Incidents Service Requests
Unplanned work that requires a physical touch to a device Hardware break/fix Device failure Connectivity failure
Planned work that requires a physical touch to one or more devices Move/Add/Change Hardware or software
upgrade Device refresh Device set-up
© MetricNet, LLC, www.metricnet.com 31
Aggregate Metrics: The Balanced Scorecard
Step 1Eight critical performance metrics have been selected for the scorecard
Step 2Each metric has been weighted according to its relative importance
Step 3For each performance metric, the highest and lowest performance levels in the benchmark are recorded
Step 4Your actual performance for each metric is recorded in this column
Step 5Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100
Step 6Your balanced score for each metric is calculated: metric score X weighting
32
Worst Case Best CaseCost per Incident 15.0% $312.00 $19.00 $48.00 90.1% 13.5%Cost per Service Request 15.0% $556.00 $41.00 $113.00 86.0% 12.9%Customer Satisfaction 25.0% 67.0% 94.0% 83.0% 59.3% 14.8%Technician Utilization 15.0% 36.0% 84.0% 59.0% 47.9% 7.2%First Contact Resolution Rate (incidents) 15.0% 38.0% 84.0% 61.0% 50.0% 7.5%% of Incidents Resolved in 24 Hours 5.0% 19.0% 71.0% 58.0% 75.0% 3.8%Mean Time to Complete Service Requests (days) 5.0% 18.4 1.8 5.8 75.9% 3.8%Technician Satisfaction 5.0% 59.0% 93.0% 84.0% 73.5% 3.7%
Total 100.0% N/A N/A N/A N/A 67.1%
Balanced Score
Your Actual Performance
Metric Score
Performance RangeMetric WeightingPerformance Metric
© MetricNet, LLC, www.metricnet.com
Desktop Support Scorecard Trend
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Des
ktop
Sup
port
Bal
ance
d Sc
ore
12 Month Average Monthly Score
© MetricNet, LLC, www.metricnet.com 33
Desktop Support Balanced Scorecard Benchmark
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Desk
top
Supp
ort B
alan
ced
Scor
es
High 86.2%Average ----- 51.9%Median 50.1%Low 16.0%Your Score 67.1%
Desktop Support Balanced Scores
Key Statistics
© MetricNet, LLC, www.metricnet.com 34
35
Benchmarking Case Study:
Optimizing Desktop Support Performance
© MetricNet, LLC, www.metricnet.com
Benchmarking Data SummaryAverage Min Max
Cost per Ticket $81 $68 $55 $117Cost per Incident $57 $45 $34 $85Cost per Service Request $144 $128 $107 $196Customer Satisfaction 71% 81% 71% 89%First Contact Resolution Rate (Incidents) 49% 55% 44% 82%% Resolved Level 1 Capable 9% 17% 4% 23%% of Tickets Re-opened 2.0% 6.0% 1.0% 8.0%Technician Utilization 46% 54% 36% 84%Tickets per Technician per Month 65 81 58 93Incidents per Technician per Month 81 100 72 131Service Requests per Technician per Month 42 53 35 71Ratio of Technicians to Total Headcount 73% 84% 69% 88%Average Incident Response Time (hours) 9.1 6.3 4.2 12.1% of Incidents Resolved in 24 Hours 33% 51% 33% 62%Mean Time to Resolve Incidents (days) 2.6 1.9 0.7 4.3Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7Technician Satisfaction 71% 84% 66% 87%New Technician Training Hours 10 46 10 80Annual Technician Training Hours 0 21 0 28Annual Technician Turnover 53% 24% 8% 53%Technician Absenteeism 19% 14% 9% 22%Technician Tenure (months) 11 47 11 64Technician Schedule Adherence 64% 87% 64% 91%Average Incident Work Time (min) 65 49 38 77Average Service Request Work Time (min) 119 94 80 110Average Travel Time per Ticket (min) 18 23 12 49Tickets per Seat per Month 0.79 0.90 0.70 1.68Incidents per Seat per Month 0.57 0.65 0.5 1.2Service Requests per Seat per Month 0.22 0.25 0.2 0.48Incidents as a % of Total Ticket Volume 72% 72% 71% 71%
Deskside Support KPI's Peer GroupYour Performance
Productivity
Workload
Cost
Quality
Metric Type
Service Level
Technician
Ticket Handling
© MetricNet, LLC, www.metricnet.com 36
Key Metrics Magnified
© MetricNet, LLC, www.metricnet.com 37
KPI Company Peer Group Average
Cost per Ticket $81 $68
Customer Satisfaction 71% 81%
The Two Foundation Metrics: Cost and Customer Satisfaction
Cost per Ticket Customer Satisfaction
© MetricNet, LLC, www.metricnet.com 38
Characteristics of World-Class Desktop Support Desktop Support consistently exceeds customer expectations
Result is high levels of customer satisfaction (> 93%) MTTR is below average for Incidents and Service Requests
< 0.7 days for Incidents < 3.8 days for Service Requests
Costs are managed at or below industry average levels Cost per Ticket, per Incident, and per Service Request is below average Minimizes Total Cost of Ownership (TCO)
Desktop Support follows industry best practices Industry best practices are defined and documented Desktop Support follows industry best practices
Every transaction adds value A positive customer experience Drives a positive view of IT overall
© MetricNet, LLC, www.metricnet.com 39
Cost and Quality: Nothing Else Matters!
Lower CostCost per Ticket (Efficiency)
Cus
tom
er S
atis
fact
ion
(Effe
ctiv
enes
s)
Top QuartileEfficient and Effective
Lower Quartile
Middle QuartilesEffective but not Efficient
Middle QuartilesEfficient but not Effective
World-ClassDesktop SupportPeer Group
Higher Cost
Lower Quality
Higher Quality
© MetricNet, LLC, www.metricnet.com 40
Technician Utilization: The Key Driver of Cost
Cost per Ticket Customer Satisfaction
Technician Utilization
© MetricNet, LLC, www.metricnet.com 41
$0
$50
$100
$150
$200
$250
$300
30% 40% 50% 60% 70% 80% 90%
Techncian Utilization
Cost
per
Tic
ket
Technician Utilization vs. Cost per Ticket
© MetricNet, LLC, www.metricnet.com 42
Desktop Support Technician Utilization Defined
Technician Utilization
((Average number of Incidents handled by a technician in a month) X (Average Incident Work Time) +
(Average number of Service Requests handled by a technician in a month) X (Average Service Request Work Time) +
(Average number Tickets handled by a technician in a month) X (Average Travel Time per Ticket))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)
Technician Utilization is a measure of technician work and travel time, divided by total time at work during the month
It takes into account both incidents and service requests handled by the technicians
But it does not make adjustments for sick days, holidays, training time, project time, or idle time
=
© MetricNet, LLC, www.metricnet.com 43
Example: Desktop Support Technician Utilization
Incidents per Technician per Month = 60 Service Requests per Technician per Month = 24 Average Tickets per Technician per Month = 84 Average Incident Work Time = 32 minutes Average Service Request Work Time = 59 minutes Average Travel Time per Ticket = 41 minutes
Technician Utilization
((Average number of Incidents handled by a technician in a month) X (Average Incident Work Time) +
(Average number of Service Requests handled by a technician in a month) X (Average Service Request Work Time) +
(Average number Tickets handled by a technician in a month) X (Average Travel Time per Ticket))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=
Technician Utilization
((60 Incidents per Month) X (32 minutes) + (24 Service Requests per Month) X (59 minutes) + (84 Tickets per Month) X (41 minutes))
(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)= = 70%
Technician Utilization
© MetricNet, LLC, www.metricnet.com 44
The Drivers of Customer Satisfaction
Cost per Ticket Customer Satisfaction
Technician Utilization
FCR (Incidents)
Technician Satisfaction
SL’s MTTR
© MetricNet, LLC, www.metricnet.com 45
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
30% 40% 50% 60% 70% 80% 90% 100%
Technician Satisfaction
Cust
omer
Sat
isfa
ctio
nTechnician Satisfaction vs. Customer Satisfaction
© MetricNet, LLC, www.metricnet.com 46
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
30% 40% 50% 60% 70% 80% 90%
First Contact Resolution Rate (Incidents)
Cust
omer
Sat
isfa
ctio
nIncident FCR vs. Customer Satisfaction
© MetricNet, LLC, www.metricnet.com 47
Incident MTTR vs. Customer Satisfaction
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0
Incident MTTR (days)
Cust
omer
Sat
isfa
ctio
n
© MetricNet, LLC, www.metricnet.com 48
The Drivers of Technician Satisfaction
Cost per Ticket Customer Satisfaction
Technician Utilization
FCR (Incidents)
Technician Satisfaction
SL’s MTTR
Service Levels: MTTR
Coaching Career Path Training Hours
© MetricNet, LLC, www.metricnet.com 49
New Technician Training Hours vs. Technician Satisfaction
20%
30%
40%
50%
60%
70%
80%
90%
100%
0.0 50.0 100.0 150.0 200.0 250.0
New Technician Training Hours
Tech
nici
an S
atis
fact
ion
© MetricNet, LLC, www.metricnet.com 50
Annual Training Hours vs. Technician Job Satisfaction
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Annual Technician Training Hours
Tech
nici
an S
atis
fact
ion
© MetricNet, LLC, www.metricnet.com 51
Technician Experience vs. Incident FCR
20%
30%
40%
50%
60%
70%
80%
90%
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0
Technician Time on Job (months)
Inci
dent
FCR
© MetricNet, LLC, www.metricnet.com 52
Measuring Defects: % Resolved Level 1 Capable
Cost per Ticket Customer Satisfaction
Technician Utilization
FCR (Incidents)
Technician Satisfaction
SL’s MTTR
Service Levels: MTTR
Coaching Career Path Training Hours
% Resolved Level 1 Capable
© MetricNet, LLC, www.metricnet.com 53
54© MetricNet, LLC, www.metricnet.com
Two Metrics You Should Know
% Resolved Level 1 Capable (PRLC)The percentage of tickets resolved by desktop support that could have been resolved at level 1 support.
First Level Resolution Rate (FLR)The number of tickets resolved at level 1 divided by all tickets that can potentially be resolved at level 1.
Cost of Resolution: North American Averages
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
© MetricNet, LLC, www.metricnet.com 55
A SPOC Service Desk is Highly Leveraged
User CommunityLevel 1:
Service Desk
Level 2: Desktop Support
Field Support
Level 3: IT Support
Vendor Support
56© MetricNet, LLC, www.metricnet.com
Key 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 incidents, questions, problems, and work requests
The Level 1 Service Desk is the SPOC
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
© MetricNet, LLC, www.metricnet.com 57
SPOC Support Reduces Total Cost of Ownership
0%
5%
10%
15%
20%
25%
30%
35%
40%
% R
esol
ved
Leve
l 1 C
apab
le
% Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOC
Average = 22.8%
Average = 15.3%
© MetricNet, LLC, www.metricnet.com 58
A Summary of the Major KPI Correlations
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
% Resolved Level 1 Capable
Scheduling Efficiency
Service Levels: MTTR
© MetricNet, LLC, www.metricnet.com 59
Benchmarking Case Study: The DiagnosisAverage Min Max
Cost per Ticket $81 $68 $55 $117Cost per Incident $57 $45 $34 $85Cost per Service Request $144 $128 $107 $196Customer Satisfaction 71% 81% 71% 89%First Contact Resolution Rate (Incidents) 49% 55% 44% 82%% Resolved Level 1 Capable 9% 17% 4% 23%% of Tickets Re-opened 2.0% 6.0% 1.0% 8.0%Technician Utilization 46% 54% 36% 84%Tickets per Technician per Month 65 81 58 93Incidents per Technician per Month 81 100 72 131Service Requests per Technician per Month 42 53 35 71Ratio of Technicians to Total Headcount 73% 84% 69% 88%Average Incident Response Time (hours) 9.1 6.3 4.2 12.1% of Incidents Resolved in 24 Hours 33% 51% 33% 62%Mean Time to Resolve Incidents (days) 2.6 1.9 0.7 4.3Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7Technician Satisfaction 71% 84% 66% 87%New Technician Training Hours 10 46 10 80Annual Technician Training Hours 0 21 0 28Annual Technician Turnover 53% 24% 8% 53%Technician Absenteeism 19% 14% 9% 22%Technician Tenure (months) 11 47 11 64Technician Schedule Adherence 64% 87% 64% 91%Average Incident Work Time (min) 65 49 38 77Average Service Request Work Time (min) 119 94 80 110Average Travel Time per Ticket (min) 18 23 12 49Tickets per Seat per Month 0.79 0.90 0.70 1.68Incidents per Seat per Month 0.57 0.65 0.5 1.2Service Requests per Seat per Month 0.22 0.25 0.2 0.48Incidents as a % of Total Ticket Volume 72% 72% 71% 71%
Deskside Support KPI's Peer GroupYour Performance
Productivity
Workload
Cost
Quality
Metric Type
Service Level
Technician
Ticket Handling
© MetricNet, LLC, www.metricnet.com 60
Low Customer Satisfaction Diagnosed
© MetricNet, LLC, www.metricnet.com 61
KPI Company Peer Group Average
Customer Satisfaction 71% 81%
Incident FCR 49% 55%
New Tech Training Hrs 10 46
Annual Tech Training Hrs 0 21
High Costs Diagnosed
© MetricNet, LLC, www.metricnet.com 62
KPI Company Peer Group Average
Cost per Ticket $81 $68
Technician Utilization 46% 54%
% Resolved in 24 Hrs 33% 51%
Annual Turnover 53% 24%
A Summary of the Major KPI Correlations
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
% Resolved Level 1 Capable
Scheduling Efficiency
Service Levels: MTTR
© MetricNet, LLC, www.metricnet.com 63
64
The Big Picture for Desktop KPI’s
65
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
© 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)
66
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
© MetricNet, LLC, www.metricnet.com
Support Has an Opportunity to Minimize TCO
67
0
10
20
30
40
50
60
70
0 1 2 3 4 5
Prod
uctiv
e H
ours
Los
t per
Em
ploy
ee p
er Y
ear
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
© MetricNet, LLC, www.metricnet.com
84%
47%
31% 29%22%
19%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Desk DesktopSupport
NetworkOutages
VPN Training EnterpriseApplications
DesktopSoftware
Factors Contributing to IT Customer Satisfaction
% S
ayin
g Ve
ry Im
port
ant
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
68© MetricNet, LLC, www.metricnet.com
Desktop Support is a Major Driver of Customer Satisfaction
The 80/20 Rule for Desktop Support KPI’s
Cost per TicketCost
Productivity
Quality
Call Handling
Technician Utilization
Customer satisfaction
First contact resolution rate (incidents)
Technician Technician Satisfaction
Aggregate Balanced scorecard
TCO % Resolved Level 1 Capable
Service Level Mean Time to Resolve
© MetricNet, LLC, www.metricnet.com 69
Some Final Thoughts on Desktop Support KPI’s
When it comes to Desktop Support KPI’s, the 80/20 Rule applies
Less really is more!
Seven KPI’s, plus the Balanced Scorecard are all you need to holistically
measure and manage your Desktop Support organization
Understand the cause-and-effect relationship between KPI’s
This gives you the power to achieve desired outcomes in Desktop Support!
Not all Desktop Support KPI’s are controllable
Focus on the controllable KPI’s
Effective application of Desktop Support KPI’s can help to Drive high levels of Customer Satisfaction for all of IT
Reduce and minimize Total Cost of Ownership for End-User Support,
Return productive hours to end users
© MetricNet, LLC, www.metricnet.com 70
A Call to Action:Your Opportunity to Excel!
71
Five Ideas to Get You Started!
4
3
2
1
Customer
Enthusiasm
Measure
Diagnose
Prescribe
Implement
4. Browse MetricNet’s Resource Library
1. Visit Our New Website and Become a Free Member
2. Connect with MetricNet on Social Media
5. Purchase a MetricNet IT Support Benchmark
3. Register for Future MetricNet Webcasts
Five Opportunities to Get Started!
© MetricNet, LLC, www.metricnet.com 72
Visit Our New Website at www.metricnet.com
© MetricNet, LLC, www.metricnet.com 7373
Become a Member: It’s Free!
© MetricNet, LLC, www.metricnet.com 74
Connect With MetricNet on Social Media
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 PageBest Practices in Service Desks -
Community
Best Practices in Desktop Support - Community
Best Practices in Customer Satisfaction - Community
Best Practices in Call Centers - Community
© MetricNet, LLC, www.metricnet.com 75
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
© MetricNet, LLC, www.metricnet.com 76
Upcoming MetricNet Webcasts
Register at www.metricnet.com
April 2014
Desktop Support KPI’s
May 2014
Call Center Best Practices
June 2014
Call Center KPI’s
July 2014
Service Desk Best Practices
September 2014
Service Desk KPI’s
October 2014
Best Practices in Desktop Support
For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
77
Download Free Content from Our Resource Library
Download at www.metricnet.com
© MetricNet, LLC, www.metricnet.com 78
For More Information
Read MetricNet’s whitepaper on Service and Support as a Business
http://www.metricnet.com/service-and-support-as-a-business
© MetricNet, LLC, www.metricnet.com 79
MetricNet Benchmarks
MetricNetBenchmarks
Peer Group Benchmarks
Industry Benchmarks
Benchmarking Data Files
© MetricNet, LLC, www.metricnet.com 80
Custom Benchmark
Unique Peer Group
Diagnostic
Industry Benchmarking Reports by geography
Custom Benchmarking Data in Excel format
Unique Peer Group
You Can Reach MetricNet…
By Phone…703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
© MetricNet, LLC, www.metricnet.com 81
Question and Answer
Best Practices in Desktop Support
83© MetricNet, LLC, www.metricnet.com
Thank You!
We look forward to serving you!
About MetricNet:Your Benchmarking Partner
84
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 inbenchmarking 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 Service Desk Institute.
Your Presenter: Jeff Rumburg
© MetricNet, LLC, www.metricnet.com 85
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
86© MetricNet, LLC, www.metricnet.com
26 Years of IT Service and Support Benchmarking Data
More than 3,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
© MetricNet, LLC, www.metricnet.com 87
Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.
© MetricNet, LLC, www.metricnet.com 88
You Can Reach MetricNet…
By Phone…703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
© MetricNet, LLC, www.metricnet.com 89
90© MetricNet, LLC, www.metricnet.com
Thank You!
We look forward to serving you!