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Desktop/Service Desk Collaboration Case Studies in Successful Partnership!

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Empirical Observations from Global Benchmarking Database

More than 3,000 IT Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices


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% 85%

Starting Agent Salaries

(current dollars) $27,280 $35,411

Service Desk Cost per

End-User per Year $97 $502


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% 22%

Starting Technician

Salaries (current dollars) $37,050 $43,627

Desktop Cost per

Seat per Year $184 $580


Why Collaborate?

Benefits Barriers


Lower support costs

Greater customer satisfaction

for support

Shorter cycle times on

resolution

Enhanced user productivity


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


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


The Tao of SPOC (Single Point of Contact)

User Community Level 1

Service Desk

Desktop

Support

Field

Support

Level 2 IT

Support

Vendor

Support


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


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%


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



POLLING QUESTION

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


Universal Agents Can Greatly Improve Efficiency


12 FTE’s 7 FTE’s

3 – 4

Universal

Agents

Service Desk Desktop Support

Success Factors for Cross-Trained Agents


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


KPI Before Cross Training 6 Months Later

Cross-Trained Agents 0 4

Customer Satisfaction 72% 85%


Total Headcount 19 17


Shared Incentives at a Multi-National Insurance Company


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?


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

18

Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!

http://www.metricnet.com/

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


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


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


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


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


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!



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

24

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


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


Benchmarking the SPOC Balanced Score


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


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

%


POLLING QUESTION

Closed Ticket Analysis at a Fortune 100 Telecom Company


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



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


The Effect of a Mature Knowledge Base on FLR


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


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


KPI Before Action Plan 6 Months Later

First Level Resolution 61% 83%




POLLING QUESTION

Some Final Thoughts

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


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


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


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


Support Has an Opportunity to Minimize TCO

Why Collaborate?

Benefits Barriers


Lower support costs


for support

Shorter cycle times on

resolution

Enhanced user productivity


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


Question & Answer

You Can Reach MetricNet…

By Phone…

703-992-7559

On Our Website…

www.metricnet.com

Or E-mail us…

[email protected]



mailto:[email protected]?subject=Benchmarking%20Information%20Request


Thank You!

We look forward

to serving you!

About MetricNet:

Your Benchmarking Partner


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



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MetricNet’s Global Benchmarking Database

More than 3,000 IT Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices


Meet a Sampling of Our Clients

MetricNet Conducts benchmarking for support organizations

worldwide, and across virtually every industry sector.

© MetricNet, LLC, www.metricnet.com 52

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free training series | desktop support and service desk collaboration | metricnet certified

Business

spoc support

high desktop support

desktop support havethe

support techs

efficiency14 metricnet

dissatisfied6 metricnet

discouraged9 metricnet

low13 metricnet