HELP DESK EFFICIENCY REPORT 2010: Software Delivery United States and United Kingdom
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HELP DESK EFFICIENCY REPORT 2010: Software Delivery United States and United Kingdom

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Deploying user self service to automate software requests could collectively save...

Deploying user self service to automate software requests could collectively save
organizations $8.6bn1 a year in IT help desk costs.

Saving money is only part of the story. Two thirds of users in the United
States and United Kingdom will wait up to a week or more for software
they request through their IT help desk. Today, many users expect far
higher levels of service from their IT departments than they have in
the past. These users are tech-savvy and are used to getting the
technology they need, when they need it.

1E is committed to helping its customers improve IT efficiency by
identifying and reducing costs and waste. We commissioned Vanson
Bourne to research IT help desk efficiency and user behavior in an
effort to raise awareness of how help desk calls and costs could be
dramatically reduced.

This report highlights a number of challenges for many IT departments
in organizations of all sizes. Over a third of users perceive little or
no value from the money their IT department spends on them each
year. Many users feel it would be quicker and easier if they were
empowered to simply help themselves.

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HELP DESK EFFICIENCY REPORT 2010: Software Delivery United States and United Kingdom Document Transcript

  • 1. HELP DESK EFFICIENCY REPORT 2010 Software Delivery United States and United Kingdom
  • 2. Help Desk Efficiency Report 2010EMPOWERED TO SAVEDeploying user self service to automate software requests could collectively saveorganizations $8.6bn1 a year in IT help desk costs. Saving money is only part of the story. Two thirds of users in the United States and United Kingdom will wait up to a week or more for software they request through their IT help desk. Today, many users expect far higher levels of service from their IT departments than they have in the past. These users are tech-savvy and are used to getting the technology they need, when they need it. 1E is committed to helping its customers improve IT efficiency by identifying and reducing costs and waste. We commissioned Vanson Bourne to research IT help desk efficiency and user behavior in an effort to raise awareness of how help desk calls and costs could be dramatically reduced. This report highlights a number of challenges for many IT departments in organizations of all sizes. Over a third of users perceive little or no value from the money their IT department spends on them each year. Many users feel it would be quicker and easier if they were empowered to simply help themselves.At 1E, we passionately believe in reducing waste. By deploying user self service tools, organizations canreduce both the time users spend waiting for applications to be installed and the time IT spends manuallyfulfilling those requests. And by not wasting time, organizations can also save money.True user self service is now a reality. Users should be free to choose thesoftware they feel they need to best perform their jobs. When they need anew application, they should be empowered to log on, find it and have itinstalled, almost instantly, so they can get on with what you pay them for. “ Automating software requestsEvery day that passes is a lost opportunity to save money and improve could collectivelyuser productivity. By automating the process of managing thousands ofrequests for software every month, organizations can literally save millions save organizationsof dollars. $8.6bn a year in IT help desk costs ”Please talk to us to find out more about how we can help you to improvethe efficiency of your IT.Sumir KarayiCEO, 1E 2
  • 3. Help Desk Efficiency Report 2010WHY ARE WE WAITING?Two thirds of users will wait up to a week or more to get the software they request. Over 50% of users have to chase every request they make at least once to make sure they receive the software they ask forAlmost everyone has a computer at home and It is clear that in many organizations users wasteusers entering the workforce today are more otherwise productive time waiting for the softwareaware of technology than ever before. They are they need. This is because many organizationsalready accustomed to evaluating, selecting, still follow a lengthy manual process when dealingdownloading and even managing the applications with software requests. The IT help desk will fieldthey need. Many of them are as tech-savvy as the a call, passing it on to an engineer. The engineerpeople currently employed to manage IT – but will then check to see if licenses are available andtwo thirds will have to wait more than a week to get appropriate authorization. Once received, theget the software they need to do their jobs. engineer may even have to visit the user at their desk to install the application.Deadlines are getting shorter and everyone isunder pressure to deliver. This process is both costly and time consuming.Case StudyUnum Insurance - 14,000 user requests handled by Shopping every year“Unum manages 1,200 user initiated software downloads through Shopping. That’s 14,000 calls a year myhelp desk isn’t getting any more. Better yet, we’ve reduced the average time it takes a user to download andinstall new software from four to six hours to just ten minutes!” Blake Pease, Assistant Vice President, Unum 3
  • 4. Help Desk Efficiency Report 2010IT DOESN’T HAVE TO BE THIS WAYNearly three quarters (73%) of users are still raising tickets, either by phone oremail, with an IT help desk.If you need new software to do your job, how If you need new software, can you download itdo you get it? yourself without help desk involvement?On average, only 15% of users are able to download The larger the organization, the less likely users arethe software they need by themselves and the larger to be able to download software themselves. Onlythe organization, the worse the problem becomes. 11% of users in organizations of more than 3,000‘Other’ includes users visiting the IT department to users have the ability to download software theyask for software. need on-demand.Requests need to be managed through to completion. Gartner estimates every help desk analyst handles471 user requests every month2, and many help desks still process these manually. In a 10,000 userorganization, that means nearly 1,500 requests are made every month for new software3. A lack ofautomation is inefficient, both for IT staff and for users. Especially when we consider that these requestscould be fulfilled by the users themselves.Most users are now accustomed to downloading music, movies and even software almost instantly.When they need a new application on their home PC they don’t call a help desk or send an email, theyfind and install it themselves. Why, many ask, isn’t it the same at the office?Case StudyParker Hannifin – Deployed Shopping in an afternoon to drive down costs“The feedback has been hugely positive. From management because of the cost savings, from the technicianswho now get to focus on more strategic tasks, and also from the users themselves.” Michael Powlison, Parker Hannifin 4
  • 5. Help Desk Efficiency Report 2010“ Many end users search the Internet for service and support of their personal technologies, especially the younger workforce. An IT organization that doesn’t offer self-service may be perceived as antiquated and out of touch with end users. A well-executed self-service site will offer additional channels for the end user, and can make the IT organization seem “ progressive and attentive to the end users and the business4. David Coyle, Research VP at Gartner 5
  • 6. Help Desk Efficiency Report 2010DO IT YOURSELF?Nearly half of users (44%) believe that the process for requesting software in theirorganization is inefficient and time consuming.1E believes that users should feel empowered; ITshould be an enabler to an agile organization anda productive workforce. Many large enterprisesagree, as the consumerization of IT and user selfservice become an irreversible force. Google,BP, Nestlé and Philips have all deployed industrysolutions for user self service in recent years, andit’s a growing trend5.“Interest in IT service desk tools, metrics andbest practices remains very high because ITorganizations are looking to IT service desk toolsto help them reduce service and support costs,increase end-user productivity, align themselvescloser to the business, and deliver enhanced usersatisfaction6. ”David Coyle, Gartner, IncMore than two-thirds (68%) of users feel it would be quickerand easier to find and install software themselves, rather thancontacting their IT help deskCase StudyPark Hill School District– User self service empowers the future of education“Shopping has now handled nearly 6,500 user requests since installation and frequently manages onehundred or more user requests in a matter of seconds, taking the burden off the IT team. Not only doesShopping manage the installation of user applications on-demand, but, should sign-off be required, it alsodynamically manages the approval chain for software requests, keeping the user informed of progress everystep of the way.” Brad Sandt, Director of Technology at Park Hill School District 6
  • 7. Help Desk Efficiency Report 2010 Over one third of users (34%)perceive little or no value from themoney their IT department spends on them every year 7
  • 8. Help Desk Efficiency Report 2010WASTED SOFTWARENearly three quarters of users believe that they have unused software on their PCsNearly three quarters of users believe that theyhave unused software on their PCs. Almostone in seven think that the number of unusedapplications could be as high as 10 or more.Software that is installed but never used equatesto waste, both in software licenses and PCdisk space.Gartner estimates that 22% of all IT spendingis on software7. In many cases a single piece ofsoftware can cost upwards of several hundreddollars, indicating that a significant percentage ofIT software spending is currently being wasted.Over a third of users believe that they have five or moreapplications installed on their machine that they never useIf you had to guess, how many items of software on your machine do you think are unused? 8
  • 9. Help Desk Efficiency Report 2010RENTAL VERSUS PURCHASEOver 50% of users say they would be open to being given the software they needon a temporary basisEvery organization has orphaned licenses Would you mind being allocated software on a(licenses without users), software that has been temporary basis?purchased and deployed to a particular user orfor a specific project that is no longer required.Organizations typically allocate software ‘for life’based on the job function of the user. As timepasses users change roles, but it is commonfor software to remain on the users machine,unused, but still incurring license, support andmaintenance costs. Whether an organization has10,000 users or only 100, there will be orphanedlicenses somewhere in the network8. Why buy one software license for every user in the organization, when they may only use that application for a few months at a time? Think of rental as on-demand software provisioning. Both desk-based and mobile workers visit an internal web site that looks more like Amazon or eBay; they find, request and install the software they need and begin working, renting it only for as long as they need it. The entire process can take just minutes. When they are finished, the application is uninstalled and the license made available to other users.Case StudyDell, Inc – Better license control and an improved user experience“Shopping from 1E has helped Dell with its current Microsoft System Center Configuration Managerinfrastructure. It has helped us offer better service for license controlled software and added approval workflow to ease the installation process. The Web portal experience for our end-users has improved their ability toacquire software.” Angie Stahl, Dell Inc. 9
  • 10. Help Desk Efficiency Report 2010THE FINANCIAL IMPERATIVEUser self service could save organizations in the US and UK over $8.6bn a year inIT help desk costs1There are 108 million employees in the United Are you aware of the cost to yourStates and 17 million in the United Kingdom that organization of the software you request?regularly use PCs to do their jobs9.On average, these users raise a help desk ticket1.2 times every month10. That’s 150 millionrequests, calls and emails. Of these, around12% will be for new software11.If requests for new software installationswere handled by self service tools this wouldenable organizations to save a combined totalof $8.64bn a year in IT help desk costs1. According to Gartner, end user contacts with the IT service desk cost every organization between $18 and $75, depending on the nature of the call and the seniority of the analyst involved12.Case StudySyngenta – Saving over $1.7m every year through user self service“Our teams were handling on average around 3,700 requests a month. We calculated that each requestwas costing us between $30 and $50, so there were significant savings to be made by allowing our usersto search for, order and then receive the applications they needed by themselves. In fact, with an averageof $40 saved per request, we’re saving approximately $148,000 per month, which comes to about$1,776,000 per year.” Brooks Truitt, Global Service Delivery Manager, Syngenta 10
  • 11. Help Desk Efficiency Report 2010ABOUT THE RESEARCHThis survey analyzed 1,000 business users (500 in the United States and 500 in the United Kingdom)and was carried out during August 2010. Commissioned by 1E and conducted by Vanson Bourne,a specialist research-based technology marketing consultancy, the research looked at IT help deskefficiency, user behavior and user attitudes towards self service software provisioning. How many employees are there in your organization?Source: Harris Interactive Which of the following best describes the department you work in?The survey gathered the opinions of users working in a broad range of departments including sales,marketing, administration and senior management in medium and large organizations in the United Statesand the United Kingdom. 11
  • 12. Help Desk Efficiency Report 2010ABOUT 1EAbout 1E1E believes every one of our customers should expect more from their IT. Founded in 1997, 1E isrecognized as a leader in software and services that improve IT efficiency by identifying and reducingcosts and waste in hardware, software, energy and time.1E pioneered advanced PC power management with the release of ground-breaking solutions likeNightWatchman® and WakeUp™. That innovative approach has continued with the development ofrevolutionary concepts like Useful Work™, Drowsy Server®, Computer Health™ and Shopping™ aspart of a unique range of industry-leading solutions.Headquartered in London and New York and with 14 million licenses deployed world-wide, over1,100 organizations in 42 countries have trusted us to help them to work effectively, productivelyand sustainably. To date, we have helped our customers save in excess of $530m in energy costsalone, reducing their electricity consumption by 5.6 million megawatts and cutting CO2 emissionsby 4.3 million tons.About ShoppingShopping™ delivers immediate and significantIT cost reductions. By providing a simple selfservice enterprise software store users areempowered to locate and automatically installthe software they need to do their jobs, withouthelp desk intervention. To further reduce costs,Shopping can rent applications to users only forthe time they need them, reducing the numberof licenses deployed across the organization. 12
  • 13. Help Desk Efficiency Report 2010ABOUT VANSON BOURNEAbout Vanson BourneVanson Bourne is a specialist independent research-based technology consultancy offering clientsanalysis and advice based on incisive and rigorous research into their market environment.Vanson Bourne combines big company capability with small company responsiveness. Their experienceencompasses researching both technology and business managers in all business sectors andgeographies from Europe to Africa and from AsiaPac to the USA. Vanson Bourne are equallycomfortable with using quantitative (online, telephone, postal) and qualitative (depth executive interviews,focus groups) techniques.Their core competences of designing, managing and interpreting technology research reside inhouse, as does the online technology they increasingly use to gather and distribute market insightto their customers. Vanson Bourne couple their specialist technology research expertise with yearsof experience. The result is well-crafted, independent and robust content for B2B and B2Cmarketing programmes. 13
  • 14. Help Desk Efficiency Report 2010REFERENCES1. 108m regular business PC users in the US + 17m regular business PC users in the UK = 125m users9 Each user contacts their help desk, on average, 1.2 times each month10 1.2 calls x 125m users = 150m contacts per month. 150m contacts per month x 12 months = 1.8bn contacts every. If 12% of these contacts can be handled by self service11 then 216m could be automated. If we assume the cost to an organization to handle a help desk contact is $4013. $40 x 216m calls = $8.64bn2. Do You Have the Right IT Service Desk Staffing Ratio? August 2009 | Gartner ID: G001701743. 1.2 calls per month10 per user x 10,000 users = 12,000 calls. If 12%11 of these calls are for software = 1,440 calls4. Driving the Adoption of IT Self-Service, Gartner, Feb 2010, ID: G001737905. I Am Not A Number - Why User Empowerment is Gaining Ground in Forward Thinking Organizations, 1E, August 20106. Magic Quadrant for the IT Service Desk, Gartner, Oct 2009, ID: G001711957. Gartner IT Key Metrics Data 2010 Summary Report - Key Industry Measures: IT Spend & Staff summary report8. Applications On Demand - Why Renting Software to Your Users is the Key to Reducing Costs, 1E, August 20109. Harris Interactive Survey for 1E, Sept 200810. IT Key Metrics Data 2010: Key Infrastructure Measures: IT Help Desk Analysis: Current Year ID: G0017264311. End-user request for IT installs, moves, adds or changes is 5% - 18% of Help Desk contact volume. Gartner12. End user contacts with the IT service desk cost every organization between $18 and $75. Gartner13. Shopping from 1E helps Syngenta save over $1.7m every year by implementing on-demand user self-service -customer estimate, average of $40 saved per request 14
  • 15. www.1e.com info@1e.com US Toll Free: 1 866 592 4214 UK: +44 208 326 3880France (Numéro à tariff local): 805 111 577Deutschland (Bundesweit): 800 664 6702 India: +91 120 402 4000