Updates from HDI Corporate

October 2015

FUSION 15 • November 1st – 5th

• New Orleans, LA

• https://youtu.be/HeWHSrwbztc

• https://youtu.be/5P2fIBsKaJ4

2015 HDI Service

Management Award Finalists

• Knowledge-Centered Support Award:

– Paychex

– Apollo Education Group

– TECO Energy Service Desk

• Service Improvement Award:

– Spectrum Health

– Emery Healthcare

– Farm Credit Mid-America

• September through November:

– Opening Call for Nominations

• November 15, 2015

– Regina LCO - Nominations Close

• November/December:

– Local judging and local award ceremonies take place

• December Local Chapter Meeting:

– Local winners announced

– Name forwarded to Regional Directors

• January:

– Regional judging takes place

• January 31st:

– Regional winners given to HDI Global

• February:

– Regional winners are contacted by HDI Global regarding HDI Annual Conference schedule

and personal interview schedule

• February/March:

– Regional directors make sure travel arrangements and hotel reservations for regional

winners is complete

• April 12 – 15, 2016:

– Regional winners attend HDI Annual Conference 2016 in Orlando

Florida

AoY and DSToY Timeline

September 2015

Upcoming Dates

Book your calendars now:

• November 15 – deadline for AoY and DSToY Awards

• Wednesday December 2 –

AoY / DSToY Awards presentation / holiday fun

• 2016 Speakers lined up – watch for dates!! - January – Sean McKim – ‘Recent Trends and Security Industry Practices’

- Kristin Kurarna Gates - 'Navigating gender in the workplace’

- Colleen Huber – “Overcoming the Confidence Gap”

Survey & Parking Passes

• Please fill out the survey form

• Parking passes for the parkade are located at

the sign in table, please help yourself

11/4/2015

©2013 HDI. All rights reserved.

Why You Need a Metrics Review

About HDI

• HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.

• Headquartered in Colorado Springs, CO

• Over 60 local chapters in North America

• Serves a community of over 150,000 worldwide

This Isn’t Easy

Things that are easily measured very rarely get us to what we really want.

— Steve Hultquist, in SupportWorld

• How many of you have conducted a full metrics

review with stakeholders in the last

• Year

• 6 Months

• Quarter

• Month

Quick show of hands…

When was the last time you made any major

changes to either the metrics or the way the are

reported?

• 1 Year or more

• 6 Months – 1 year

• Last quarter

• Last month

Quick show of hands…

Why Think About Changing?

Source: 2013 HDI Support Center Practices & Salary Report

• What job are we doing?

• What are we doing well?

• Where do we need improvement?

• How well are we supporting our

organization?

The Why of Metrics

Flow of Information

Strategic

Tactical

Operational

Based on The Definitive Guide to IT Service Metrics by McWhirter and Gaughan

Focu

sed in

ternally

Pressure

Source: HDI Research – September 2013

If you Shift-Left (drive more difficult technical work to the front line):

• Average Handle Time will go up (at first)

• Speed to Answer will go up (at first)

• First level resolution rate (FLRR) should go up* (that’s the point)

• Mean time to repair/resolve (MTTR) should decrease*

• Customer satisfaction (CSAT) will go up*

*(but maybe not right away)

Metrics Are Related

In 2010, cost per ticket for phone was $20.

In 2013, cost per ticket for phone was $17.

Percentage of support centers that say the number (volume) of tickets (all channels) has increased:

2009 – 70%

2010 – 67%

2011 – 68%

2012 – 66%

2013 – 66%

Have costs really decreased?

Increased Number of Tickets

Fully-burdened cost per ticket

(Total costs ÷ Total number of tickets)

Total costs = $1.3M/yr | Total # tickets = 52,000/yr

$1.3M ÷ 52,000

Fully burdened cost per ticket = $25

Total costs = $1.3M/yr | Total # tickets = 76,000/yr

$1.3M ÷ 76,000

Fully burdened cost per ticket = $17

Cost itemization calculator available to HDI members at ThinkHDI.com

How Metrics Affect Each Other

• % vs. targets set in SLA

• Level Zero Solvable

• The difference in MTTR between tickets

resolved at L1 vs. Escalated

• Escalated vs. L1 Solvable

• ∆ for everything

More Qualitative

What if we posted…

Days without any Interrupted User Minutes (IUM)…

IUM = number of affected users × duration of interruption (min.)

Support Business Growth:

Efficiency, effectiveness, capacity

Improve customer service:

CSAT, NPS® or CES; MTTR, IUM

Improve efficiency:

AHT, FCRR, Quality scores

Reduce costs:

Cost per ticket / user; IUM, CoD

Expand services:

Capacity (volume), utilization, value

Metrics That Make Sense

Change of Focus

Activities Outcomes

Quantitative Qualitative

How many times are we…? How well are we…?

We resolve tickets. We help produce business results.

Perform a Metrics Review

• Understand the desired business outcomes

• Determine which metrics most closely reflect the desired outcomes

• Work with senior management to ascertain the who, when and how of metrics reporting

• Revise and refine

• Schedule periodic reviews

Metric Examples

MetricNet - highlight 10 key statistics

that all Service Desk professionals

should be aware of.

Gartner – Key Infrastructure

Measures: IT Service Desk Analysis

Current Year (2015 report reflecting

2014 data)

HDI 2014 Support Centre Salary &

Practices Report

Service Desk Cost:

The average Cost per Inbound Contact for

US In-house Service Desks is $20.10

$18.55 $20 in person

$14 – phone

$10 – all others (web, email, chat)

The average Net Level 1 Resolution

Rate for US In-house Service Desks is

84.2%

64.1% 49%

Service Desk Productivity:

The average Outbound Contacts per

Agent per Month in US In-house Service

Desks was 319

Inbound - 536

Metric Examples

Service Desk Service Level:

The average Call Abandonment Rate for US In-house Service

Desks is 6.7%

7.8% 5% target

The average % of Calls Answered in 30 Seconds in US In-

house Service Desks is 56.7%

ASA 46 seconds 21 – 30 seconds target

Service Desk Quality:

The median Net First Contact Resolution Rate for US In-house

Service Desks is 70%

64.1% 68.3%

Service Desk Agent:

The average Agent Tenure for US In-house Service Desks is

36.3 months. One Service Desk nearly tripled that number at

118.9 months!

26% - 2 years, 26% - 3 years, 13% - 1 year

The median Annual Agent Training Hours for US In-house

Service Desks is 30

48% - 1-5 days

The average Agent Schedule Adherence for US In-house

Service Desks is 85.8%

Service Desk Contact Handling:

The average Inbound Contact Handle Time (all contacts) for

US In-house Service Desks is 9.75 minutes

8 – 10 minutes – all channels

Science of Metrics

Further reading: Metrics for the

New World of Support