Free Desktop Support Training Series | Unleashing The Enormous Power of Desktop Support KPIs | MetricNet Certified
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Free Desktop Support Training Series | Unleashing The Enormous Power of Desktop Support KPIs | MetricNet Certified

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MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

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Free Desktop Support Training Series | Unleashing The Enormous Power of Desktop Support KPIs | MetricNet Certified Free Desktop Support Training Series | Unleashing The Enormous Power of Desktop Support KPIs | MetricNet Certified Presentation Transcript

  • Unleashing the Enormous Powerof Desktop Support KPI’sDesktop Support Best Practices Series
  • MetricNet BenchmarksMetricNetBenchmarksPeer GroupBenchmarksIndustryBenchmarksBenchmarkingData Files© MetricNet, LLC, www.metricnet.com 1 Custom Benchmark Unique Peer Group Industry BenchmarkingReports by geography Custom BenchmarkingData in Excel format
  • Help DeskMetricNet Peer Group BenchmarkingThe Desktop Support Performance BenchmarkTM© MetricNet, LLC, www.metricnet.com 2 View slide
  • 3MetricNet Industry Benchmarks© MetricNet, LLC, www.metricnet.com View slide
  • 4Benchmarking Data Files© MetricNet, LLC, www.metricnet.comDesktop Support Benchmark: Sample DataBenchmark: CostGeography: United StatesProcess: Desktop SupportSector: N/ADesktopSupportNumberCost perTicketCost perIncidentCost perServiceRequestCustomerSatisfactionIncident FirstVisitResolutionRate% ResolvedLevel 1CapableTechnicianUtilizationTickets perTechnicianper MonthIncidents perTechnicianper Month1 $96.95 $25.66 $122.09 45.6% 31.4% 17.3% 43.0% 152.4 153.52 $259.16 $278.00 $136.61 35.8% 20.0% 34.4% 22.2% 321.0 72.33 $281.06 $129.51 $228.37 7.2% 26.7% 35.7% 22.1% 353.6 168.34 $30.83 $82.45 $576.03 32.0% 32.3% 31.7% 21.4% 306.8 113.45 $51.51 $66.57 $149.05 30.7% 21.7% 41.8% 19.1% 126.8 33.46 $111.95 $29.32 $204.53 33.7% 18.0% 23.5% 37.1% 124.9 146.17 $78.30 $123.86 $201.25 11.2% 38.7% 8.7% 18.4% 56.6 55.98 $420.00 $93.02 $251.32 13.6% 4.5% 46.4% 36.8% 96.7 72.79 $254.70 $36.30 $281.34 6.2% 38.8% 7.3% 28.6% 257.3 90.410 $134.27 $59.66 $69.24 13.0% 47.9% 32.1% 9.6% 393.4 91.811 $74.05 $61.37 $317.90 23.8% 7.8% 8.9% 18.6% 230.0 112.712 $308.97 $95.53 $22.28 19.0% 21.4% 25.8% 16.8% 374.1 37.913 $167.42 $269.51 $223.41 29.4% 12.5% 40.8% 31.6% 339.9 179.114 $118.79 $59.03 $213.37 40.3% 40.5% 32.1% 33.6% 158.9 41.415 $91.94 $82.56 $66.15 29.8% 20.3% 34.3% 27.3% 261.1 156.416 $61.70 $254.38 $335.39 31.0% 15.4% 37.9% 37.6% 380.2 91.117 $107.26 $38.44 $169.99 22.1% 35.8% 6.2% 24.7% 330.6 142.618 $22.57 $66.45 $244.00 32.3% 23.5% 48.2% 22.6% 134.2 42.719 $27.72 $89.40 $152.36 43.8% 39.3% 25.8% 29.2% 174.7 24.520 $70.75 $34.20 $41.49 18.8% 30.1% 17.6% 32.4% 314.1 89.721 $200.35 $61.96 $296.26 39.2% 24.0% 42.6% 7.4% 270.2 181.222 $90.09 $127.42 $206.24 9.5% 21.0% 31.3% 23.0% 119.3 111.923 $168.92 $51.80 $161.31 9.0% 20.8% 36.2% 37.3% 115.0 84.9SAMPLE DATA ONLY. DATA IS NOT ACCURATE!
  • 5Connect With MetricNet on Social Media© MetricNet, LLC, www.metricnet.com
  • World-Class Desktop SupportBest Practices Defined!6
  • 25 Years of Desktop Support DataMore than 1,100 Desktop Support BenchmarksGlobal Database20+ Key Performance IndicatorsNearly 60 Industry Best Practices© MetricNet, LLC, www.metricnet.com 7
  • Tickets, Incidents, and Service RequestsIncident Volume + Service Request Volume = Ticket VolumeTicketsIncidents Service Requests Unplanned work thatrequires a physicaltouch to a device Hardware break/fix Device failure Connectivity failure Planned work thatrequires a physical touchto one or more devices Move/Add/Change Hardware or softwareupgrade Device refresh Device set-up© MetricNet, LLC, www.metricnet.com 8
  • 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 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 high levels of customer satisfaction for IT overall© MetricNet, LLC, www.metricnet.com 9
  • World-Class Desktop Support DefinedCost per TicketCustomerSatisfactionHigherLowerHigherWorld-Class Desktop Support“Average” Desktop SupportBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVE© MetricNet, LLC, www.metricnet.com 10
  • World-Class Desktop Support organizations recognize andexploit three unique sources of leverage:1. Minimizing Total Cost of Ownership (TCO)2. Improving End-User productivity3. Driving High Levels of Customer Satisfaction forCorporate ITWorld-Class Desktop Support: Three Sources of Leverage© MetricNet, LLC, www.metricnet.com 11
  • Cost of Resolution: North American AveragesSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$22© MetricNet, LLC, www.metricnet.com 12
  • The Tao of SPOC (Single Point of Contact)User CommunityLevel 1:Service DeskLevel 2:DesktopSupportFieldSupportLevel 3:IT SupportVendorSupport© MetricNet, LLC, www.metricnet.com 13
  • The Tao of SPOC (Continued)Key SPOC Principles Enterprise takes an end-to-end view of usersupport User/Customer has a single point of contactfor 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 14
  • 15© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 0102030405060700 1 2 3 4 5ProductiveHoursLostperEmployeeperYearQuality of Support Drives End-User Productivity1 (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 5.0Customer 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 12.3Service DeskDesktop SupportPerformance QuartileSupport Function Key Performance Indicator37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9Performance Quartile n = 6016© MetricNet, LLC, www.metricnet.com
  • 84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkOutagesVPN Training EnterpriseApplicationsDesktopSoftwareFactors Contributing to IT Customer Satisfaction%SayingVeryImportant 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 ITSupport Drives Customer Satisfaction for All of IT17© MetricNet, LLC, www.metricnet.com
  • Leveraging the Power of Desktop Support KPI’s:A Practical Guide!18
  • The Most Common Desktop Support KPI’s Cost per Ticket Cost per Incident Cost per Service RequestCost ProductivityService LevelQualityTicket HandlingTechnician Average Incident ResponseTime (min) % of Incidents Resolved in24 Hours Mean Time to ResolveIncidents (hours) Mean Time to CompleteService Requests (days) Technician Utilization Tickets per Technician-Month Incidents per Technician-Month Service Requests perTechnician-Month Ratio of Technicians toTotal Headcount Customer Satisfaction First Contact Resolution Rate(Incidents % Resolved Level 1 Capable % of Tickets Re-opened Technician Satisfaction New Technician TrainingHours Annual Technician TrainingHours Annual Technician Turnover Technician Absenteeism Technician Tenure (months) Technician ScheduleAdherence Average Incident WorkTime (min) Average Service RequestWork Time (min) Average Travel Time perTicket (min)And there are hundreds more!!Workload Tickets per Seat per Month Incidents per Seat perMonth Service Requests per Seatper Month Incidents as a % of TotalTicket Volume© MetricNet, LLC, www.metricnet.com 19
  • 20© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • The Most Common Desktop Support KPI’s Cost per Ticket Cost per Incident Cost per Service RequestCost ProductivityService LevelQualityTicket HandlingTechnician Average Incident ResponseTime (min) % of Incidents Resolved in24 Hours Mean Time to ResolveIncidents (hours) Mean Time to CompleteService Requests (days) Technician Utilization Tickets per Technician-Month Incidents per Technician-Month Service Requests perTechnician-Month Ratio of Technicians toTotal Headcount Customer Satisfaction First Contact Resolution Rate(Incidents % Resolved Level 1 Capable % of Tickets Re-opened Technician Satisfaction New Technician TrainingHours Annual Technician TrainingHours Annual Technician Turnover Technician Absenteeism Technician Tenure (months) Technician ScheduleAdherence Average Incident WorkTime (min) Average Service RequestWork Time (min) Average Travel Time perTicket (min)And there are hundreds more!!Workload Tickets per Seat per Month Incidents per Seat perMonth Service Requests per Seatper Month Incidents as a % of TotalTicket Volume© MetricNet, LLC, www.metricnet.com 21
  • Controllable vs. Non-Controllable KPI’sCausalFactorsDriversMacroMeasures Cost and Quality are the Macro Measures The Macro Measures tell the story of yourperformance They are good for communicating theperformance of Desktop Support But you cannot control them directly Workload metrics are driven by Causal Factors The Causal Factors define the volume and mixof work performed by Desktop Support Desktop Support has very little control over theCausal Factors They are a function of your IT environment Productivity, Service Level, Technician, and TicketHandling 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 theMacro Measures, and improve your performance© MetricNet, LLC, www.metricnet.com 22
  • Causal Factors: The Workload DriversCausalFactorsDriversMacroMeasures Causal Factors include: Device count and mix Mix of desktop vs. laptopcomputers Number of mobile devices Average age of devices Standardization of desktopenvironment 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 23
  • 4321CustomerEnthusiasmA Model for Desktop Support Best PracticesStrategyHuman ResourcesMetricsMarketingMetrics are usedholistically anddiagnostically3. MetricsLife-Cyclemanagement ofHumanResources2. HRActively managestakeholderperceptions4. MarketingFocus on end-user productivityand TCO1. StrategyDescriptionModelComponent© MetricNet, LLC, www.metricnet.com 24
  • 4321CustomerEnthusiasmLeveraging Desktop KPI’s for Competitive AdvantageStrategyHuman ResourcesMetricsMarketingMetrics are usedholistically anddiagnostically3. MetricsLife-Cyclemanagement ofHumanResources2. HRActively managestakeholderperceptions4. MarketingFocus on end-user productivityand TCO1. StrategyDescriptionModelComponent© MetricNet, LLC, www.metricnet.com 25
  • The Premise Behind Desktop Support KPI’sWe’ve all heard the expression…“If you’re not measuring it, you’re notmanaging it!”But there’s more to the story…Lots more!© MetricNet, LLC, www.metricnet.com 26
  • The Dilemma with Desktop Support KPI’sLots and Lots of dataBut not enough analysis…Not enough Insight…And not enough Action!!© MetricNet, LLC, www.metricnet.com 27
  • Two Paradigms for Desktop Support KPI’sThe Historical Approach The Holistic ApproachMeasurement(75%)Analysis(15%)Prescription(7.5%)Action(2.5%)Measurement(5%)Analysis(20%)Prescription(30%)Action(45%)IncreasingValue!© MetricNet, LLC, www.metricnet.com 28
  • Leveraging the Enormous Power of Desktop Support KPI’sOur central question today…How do we turn Desktop Support KPI’sinto a Competitive Advantage?Better…Faster…Cheaper!© MetricNet, LLC, www.metricnet.com 29
  • The Most Common Desktop Support KPI’s Cost per Ticket Cost per Incident Cost per Service RequestCost ProductivityService LevelQualityTicket HandlingTechnician Average Incident ResponseTime (min) % of Incidents Resolved in24 Hours Mean Time to ResolveIncidents (hours) Mean Time to CompleteService Requests (days) Technician Utilization Tickets per Technician-Month Incidents per Technician-Month Service Requests perTechnician-Month Ratio of Technicians toTotal Headcount Customer Satisfaction First Contact Resolution Rate(Incidents % Resolved Level 1 Capable % of Tickets Re-opened Technician Satisfaction New Technician TrainingHours Annual Technician TrainingHours Annual Technician Turnover Technician Absenteeism Technician Tenure (months) Technician ScheduleAdherence Average Incident WorkTime (min) Average Service RequestWork Time (min) Average Travel Time perTicket (min)And there are hundreds more!!Workload Tickets per Seat per Month Incidents per Seat perMonth Service Requests per Seatper Month Incidents as a % of TotalTicket Volume© MetricNet, LLC, www.metricnet.com 30
  • Desktop Support KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Technician Utilization Customer satisfaction First contact resolution rate (incidents)Technician  Technician SatisfactionAggregate  Balanced scorecardTCO  % Resolved Level 1 CapableService Level  Mean Time to Resolve© MetricNet, LLC, www.metricnet.com 31
  • Desktop Support:Benchmarking Case Study© MetricNet, LLC, www.metricnet.com 32
  • Your DesktopSupportPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREThe Benchmarking MethodologyRead MetricNet’s whitepaper on Desktop Support Benchmarking. Go to www.metricnet.com to download your copy!© MetricNet, LLC, www.metricnet.com 33
  • 34© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 35© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • Cost per Ticket HigherLowerHigherAFTER BENCHMARKINGSTARTING POINT: BEFOREBENCHMARKINGBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVEThe Goal of BenchmarkingCustomerSatisfaction© MetricNet, LLC, www.metricnet.com 36
  • Benchmarking Data SummaryAverage Min MaxCost 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 KPIs Peer GroupYourPerformanceProductivityWorkloadCostQualityMetric TypeService LevelTechnicianTicket Handling© MetricNet, LLC, www.metricnet.com 37
  • The Two Foundation Metrics: Cost and Customer SatisfactionCost per Ticket Customer Satisfaction© MetricNet, LLC, www.metricnet.com 38
  • Cost and Quality: Nothing Else Matters!Lower CostCost per Ticket (Efficiency)CustomerSatisfaction(Effectiveness)Top QuartileEfficient and EffectiveLower QuartileMiddle QuartilesEffective but not EfficientMiddle QuartilesEfficient but not EffectiveWorld-ClassDesktopSupportPeer GroupHigher CostLowerQualityHigherQuality© MetricNet, LLC, www.metricnet.com 39
  • Technician Utilization: The Key Driver of CostCost per Ticket Customer SatisfactionTechnicianUtilization© MetricNet, LLC, www.metricnet.com 40
  • $0$50$100$150$200$250$30030% 40% 50% 60% 70% 80% 90%Techncian UtilizationCostperTicketTechnician Utilization vs. Cost per Ticket© MetricNet, LLC, www.metricnet.com 41
  • Desktop Support Technician Utilization DefinedTechnicianUtilization((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 bytotal time at work during the month It takes into account both incidents and service requests handled by thetechnicians But it does not make adjustments for sick days, holidays, training time, projecttime, or idle time=© MetricNet, LLC, www.metricnet.com 42
  • 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 minutesTechnicianUtilization((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)=TechnicianUtilization((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%TechnicianUtilization© MetricNet, LLC, www.metricnet.com 43
  • The Drivers of Customer SatisfactionCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTR© MetricNet, LLC, www.metricnet.com 44
  • 0%10%20%30%40%50%60%70%80%90%100%30% 40% 50% 60% 70% 80% 90% 100%Technician SatisfactionCustomerSatisfactionTechnician Satisfaction vs. Customer Satisfaction© MetricNet, LLC, www.metricnet.com 45
  • 0%10%20%30%40%50%60%70%80%90%100%30% 40% 50% 60% 70% 80% 90%First Contact Resolution Rate (Incidents)CustomerSatisfactionIncident FCR vs. Customer Satisfaction© MetricNet, LLC, www.metricnet.com 46
  • Incident MTTR vs. Customer Satisfaction0%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 8.0Incident MTTR (days)CustomerSatisfaction© MetricNet, LLC, www.metricnet.com 47
  • The Drivers of Technician SatisfactionCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTRServiceLevels: MTTRCoaching Career Path Training Hours© MetricNet, LLC, www.metricnet.com 48
  • New Technician Training Hours vs. Technician Satisfaction20%30%40%50%60%70%80%90%100%0.0 50.0 100.0 150.0 200.0 250.0New Technician Training HoursTechnicianSatisfaction© MetricNet, LLC, www.metricnet.com 49
  • Annual Training Hours vs. Technician Satisfaction40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Technician Training HoursTechnicianSatisfaction© MetricNet, LLC, www.metricnet.com 50
  • Technician Experience vs. Incident FCR20%30%40%50%60%70%80%90%0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0Technician Time on Job (months)IncidentFCR© MetricNet, LLC, www.metricnet.com 51
  • Measuring Defects: % Resolved Level 1 CapableCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTRServiceLevels: MTTRCoaching Career Path Training Hours% ResolvedLevel 1Capable© MetricNet, LLC, www.metricnet.com 52
  • Cost of Resolution: North American AveragesSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$22© MetricNet, LLC, www.metricnet.com 53
  • A Summary of the Major KPI CorrelationsCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionCoaching Career Path Training HoursSL’sMTTRWork/Travel TimeTechs/Total FTE’sAbsenteeism/Turnover% ResolvedLevel 1CapableSchedulingEfficiencyServiceLevels: MTTR© MetricNet, LLC, www.metricnet.com 54
  • Benchmarking Case Study: The DiagnosisAverage Min MaxCost 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 KPIs Peer GroupYourPerformanceProductivityWorkloadCostQualityMetric TypeService LevelTechnicianTicket Handling© MetricNet, LLC, www.metricnet.com 55
  • Question and AnswerDesktop Support Best Practices Series
  • Desktop KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Technician Utilization Customer satisfaction First contact resolution rate (incidents)Technician  Technician SatisfactionAggregate  Balanced scorecardTCO  % Resolved Level 1 CapableService Level  Mean Time to Resolve© MetricNet, LLC, www.metricnet.com 57
  • Aggregate Metrics: The Balanced ScorecardStep 1Eight criticalperformancemetrics have beenselected for thescorecardStep 2Each metric has beenweighted according to itsrelative importanceStep 3For each performance metric,the highest and lowestperformance levels in thebenchmark are recordedStep 4Your actualperformance foreach metric isrecorded in thiscolumnStep 5Your score for eachmetric is thencalculated: (worst case– actual performance) /(worst case – bestcase) X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weighting58Worst 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%BalancedScoreYour ActualPerformanceMetricScorePerformance RangeMetricWeightingPerformance Metric© MetricNet, LLC, www.metricnet.com
  • Desktop Support Balanced Scorecard Benchmark0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%DesktopSupportBalancedScoresHigh 86.2%Average ----- 51.9%Median 50.1%Low 16.0%Your Score 67.1%Desktop Support Balanced ScoresKey Statistics© MetricNet, LLC, www.metricnet.com 59
  • Desktop Support Scorecard Trend40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecDesktopSupportBalancedScore12 Month Average Monthly Score© MetricNet, LLC, www.metricnet.com 60
  • Establishing Performance TargetsAchieving the performance targets recommended above will improve the Desktop SupportBalanced Score from 67.1% to 85.6%.Desktop Support MetricCurrentPerformancePerformanceTargetCost per Incident $48.00 $42.50Cost per Service Request $113.00 $98.00Customer Satisfaction 83.0% 90.0%Technician Utilization 59.0% 65.0%Incident First Contact Resolution 61.0% 70.0%% of Incidents Resolved in 24 Hours 58.0% 70.0%Mean Time to Complete Service Requests (days) 5.8 3.5Technician Satisfaction 84.0% 90.0%Desktop Support Balanced Score 67.1 85.6© MetricNet, LLC, www.metricnet.com 61% %
  • Driving Individual Accountability: The Technician ScorecardStep 1Eight criticalperformancemetrics have beenselected for thescorecardStep 2Each metric has beenweighted according to itsrelative importanceStep 3For each performance metric,the highest and lowestperformance levels in thebenchmark are recordedStep 4Your actualperformance foreach metric isrecorded in thiscolumnStep 5Your score for eachmetric is thencalculated: (worst case– actual performance) /(worst case –best case)X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weighting62Worst Case Best CaseCustomer Satisfaction 20.0% 67.0% 94.0% 83.0% 59.3% 11.9%First Contact Resolution Rate (Incidents) 20.0% 38.0% 84.0% 61.0% 50.0% 10.0%Incidents Closed this Month 15.0% 19.9 76.9 59.8 69.9% 10.5%Service Requests Closed This Month 15.0% 15.6 42.2 28.5 48.6% 7.3%Unplanned Absenteeism 7.5% 0.0% 22.0% 19.0% 86.4% 6.5%Teamwork 7.5% 0.0 5.0 3.5 69.9% 5.2%Initiative 7.5% 0.0 5.0 5.0 100.0% 7.5%Mentoring 7.5% 0.0 5.0 4.5 90.0% 6.7%Total 100.0% N/A N/A N/A N/A 43.7%BalancedScoreYour ActualPerformanceMetricScorePerformance RangeMetricWeightingPerformance Metric
  • Monthly Technician Performance PostingsSep10 Aug 10 Jul 10 Jun 10 May 10 Apr 1011 95.8% 98.0% 97.1% 95.7% 98.3% 97.3% 97.0%32 92.8% 92.1% 90.3% 89.3% 84.6% 92.2% 90.2%21 91.5% 88.5% 83.2% 94.0% 93.7% 93.5% 90.7%35 91.0% 86.8% 85.2% 78.5% 80.5% 68.2% 81.7%14 89.5% 89.1% 90.0% 90.1% 92.3% 92.1% 90.5%26 83.8% 84.4% 90.2% 86.5% 77.8% 63.9% 81.1%25 83.0% 73.6% 81.9% 72.1% 84.8% 87.9% 80.5%15 70.4% 66.6% 53.3% 56.3% 56.6% 39.0% 57.0%20 64.9% 66.5% 70.1% 56.9% 40.9% 72.7% 62.0%31 62.3% 47.4% 22.7% 38.4% 26.0% 93.0% 48.3%16 61.0% 62.8% 54.5% 45.9% 41.7% 62.7% 54.8%17 57.9% 42.1% 32.3% 71.6% 60.3% 60.3% 54.1%33 56.8% 75.5% 64.8% 80.3% 79.7% 73.5% 71.8%13 52.2% 34.9% 61.0% 52.8% 58.9% 48.7% 51.4%24 48.9% 66.7% 86.9% 87.7% 83.6% 74.5% 74.7%28 46.4% 45.5% 19.3% 40.3% 28.8% 32.4% 35.4%27 43.7% 26.5% 31.5% 24.3% 22.2% 17.2% 27.6%19 41.5% 28.4% 50.1% 48.1% 71.1% 81.0% 53.4%23 39.1% 52.3% 57.1% 86.4% 87.7% 88.9% 68.6%22 36.8% 18.7% 19.3% 52.9% 66.4% 64.3% 43.1%12 36.6% 43.2% 33.1% 65.7% 69.0% 86.0% 55.6%30 36.3% 22.6% 23.5% 85.8% 81.5% 70.3% 53.3%29 34.1% 44.9% 50.2% 28.3% 48.9% 36.9% 40.5%34 33.4% 37.9% 23.1% 21.7% 29.7% 22.6% 28.0%18 32.6% 68.4% 80.4% 88.4% 83.8% 91.6% 74.2%Monthly Average 59.3% 58.5% 58.0% 65.5% 66.0% 68.4% 62.6%TechnicianNumberMonthly Scorecard Performance Six MonthAverage© MetricNet, LLC, www.metricnet.com 63
  • A Call to Action:Your Opportunity to Excel!64
  • 65© MetricNet, LLC, www.metricnet.com
  • 84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkOutagesVPN Training EnterpriseApplicationsDesktopSoftwareFactors Contributing to IT Customer Satisfaction%SayingVeryImportant 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 IT66© MetricNet, LLC, www.metricnet.comBecause Desktop Support is a Major Driver of Customer Satisfaction
  • 67670102030405060700 1 2 3 4 5ProductiveHoursLostperEmployeeperYearBecause Quality of Support Drives End-User Productivity1 (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 5.0Customer 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 12.3Service DeskDesktop SupportPerformance QuartileSupport Function Key Performance Indicator37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9Performance Quartile n = 60© MetricNet, LLC, www.metricnet.com
  • 6868Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$22© MetricNet, LLC, www.metricnet.comBecause Support Has an Opportunity to Minimize TCO
  • 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 holisticallymeasure 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 reduce andminimize Total Cost of Ownership for End-User Support, and drive highlevels of Customer Satisfaction for IT© MetricNet, LLC, www.metricnet.com 69
  • 70Four Easy Ways to Get Started1. Connect with MetricNet onSocial Media3. Download MetricNet’sBest PracticesWhitepapers4. Purchase a MetricNetDesktop SupportBenchmark2. Register for FutureMetricNet WebcastsFour Opportunitiesto Get Started!© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketing
  • 71Connect With MetricNet on Social MediaCompany PageBest Practices inCall Centers - GroupBest Practices in CustomerSatisfaction - GroupBest Practices in DesktopSupport - GroupBest Practices in ServiceDesks - GroupCompany PageBest Practices inService Desks -CommunityBest Practices in DesktopSupport - CommunityBest Practices in CustomerSatisfaction - CommunityBest Practices in CallCenters - Community© MetricNet, LLC, www.metricnet.com
  • 72MetricNet 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/postsMention 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
  • 73Upcoming MetricNet WebcastsRegister at www.metricnet.com July 9 Call Center KPI’s August 6 Service Desk Best Practices September 10 Best Practices in Desktop Support October 15 The Economic Impact of Support November 12 Call Center Best Practices December 10 The Zen of SupportFor more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
  • 74Download MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com© MetricNet, LLC, www.metricnet.com 74
  • MetricNet BenchmarksMetricNetBenchmarksPeer GroupBenchmarksIndustryBenchmarksBenchmarkingData Files© MetricNet, LLC, www.metricnet.com 75 Custom Benchmark Unique Peer Group Industry BenchmarkingReports by geography Custom BenchmarkingData in Excel format
  • Help DeskMetricNet Peer Group BenchmarkingThe Desktop Support Performance BenchmarkTM© MetricNet, LLC, www.metricnet.com 76
  • 77MetricNet Industry Benchmarks© MetricNet, LLC, www.metricnet.com
  • 78Benchmarking Data Files© MetricNet, LLC, www.metricnet.comDesktop Support Benchmark: Sample DataBenchmark: CostGeography: United StatesProcess: Desktop SupportSector: N/ADesktopSupportNumberCost perTicketCost perIncidentCost perServiceRequestCustomerSatisfactionIncident FirstVisitResolutionRate% ResolvedLevel 1CapableTechnicianUtilizationTickets perTechnicianper MonthIncidents perTechnicianper Month1 $96.95 $25.66 $122.09 45.6% 31.4% 17.3% 43.0% 152.4 153.52 $259.16 $278.00 $136.61 35.8% 20.0% 34.4% 22.2% 321.0 72.33 $281.06 $129.51 $228.37 7.2% 26.7% 35.7% 22.1% 353.6 168.34 $30.83 $82.45 $576.03 32.0% 32.3% 31.7% 21.4% 306.8 113.45 $51.51 $66.57 $149.05 30.7% 21.7% 41.8% 19.1% 126.8 33.46 $111.95 $29.32 $204.53 33.7% 18.0% 23.5% 37.1% 124.9 146.17 $78.30 $123.86 $201.25 11.2% 38.7% 8.7% 18.4% 56.6 55.98 $420.00 $93.02 $251.32 13.6% 4.5% 46.4% 36.8% 96.7 72.79 $254.70 $36.30 $281.34 6.2% 38.8% 7.3% 28.6% 257.3 90.410 $134.27 $59.66 $69.24 13.0% 47.9% 32.1% 9.6% 393.4 91.811 $74.05 $61.37 $317.90 23.8% 7.8% 8.9% 18.6% 230.0 112.712 $308.97 $95.53 $22.28 19.0% 21.4% 25.8% 16.8% 374.1 37.913 $167.42 $269.51 $223.41 29.4% 12.5% 40.8% 31.6% 339.9 179.114 $118.79 $59.03 $213.37 40.3% 40.5% 32.1% 33.6% 158.9 41.415 $91.94 $82.56 $66.15 29.8% 20.3% 34.3% 27.3% 261.1 156.416 $61.70 $254.38 $335.39 31.0% 15.4% 37.9% 37.6% 380.2 91.117 $107.26 $38.44 $169.99 22.1% 35.8% 6.2% 24.7% 330.6 142.618 $22.57 $66.45 $244.00 32.3% 23.5% 48.2% 22.6% 134.2 42.719 $27.72 $89.40 $152.36 43.8% 39.3% 25.8% 29.2% 174.7 24.520 $70.75 $34.20 $41.49 18.8% 30.1% 17.6% 32.4% 314.1 89.721 $200.35 $61.96 $296.26 39.2% 24.0% 42.6% 7.4% 270.2 181.222 $90.09 $127.42 $206.24 9.5% 21.0% 31.3% 23.0% 119.3 111.923 $168.92 $51.80 $161.31 9.0% 20.8% 36.2% 37.3% 115.0 84.9SAMPLE DATA ONLY. DATA IS NOT ACCURATE!
  • 79You Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com© MetricNet, LLC, www.metricnet.com
  • Question and AnswerDesktop Support Best Practices Series
  • 81© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
  • About MetricNet:Your Benchmarking Partner82© MetricNet, LLC, www.metricnet.com
  • 83Jeff 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 bestselling book on benchmarking, and has been retained as abenchmarking expert by such well-known companies as AmericanExpress, Hewlett-Packard, and GM. Prior to co-foundingMetricNet, Mr. Rumburg was president and founder of The VerityGroup, an international management consulting firm specializing inIT benchmarking. While at Verity, Mr. Rumburg launched anumber of syndicated benchmarking services that provided lowcost benchmarks to more than 1,000 corporations worldwide.Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. Asa vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartners globalbenchmarking product suite. And as vice president at META Group, Mr. Rumburgs career wasfocused on business and product development for IT benchmarking. Mr. Rumburgs educationincludes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in OperationsResearch from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. Heis author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Qualityand 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© MetricNet, LLC, www.metricnet.com
  • 84Benchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySatisfaction Customer Service Technical Support Telemarketing/Telesales Collections Desktop Support Service Desk Field Support Price Benchmarking Customer Satisfaction Employee Satisfaction© MetricNet, LLC, www.metricnet.com
  • 25 Years of Desktop Support DataMore than 1,100 Desktop Support BenchmarksGlobal Database20+ Key Performance IndicatorsNearly 60 Industry Best Practices© MetricNet, LLC, www.metricnet.com 85
  • 86Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for Desktop Support groupsworldwide, and across virtually every industry sector.© MetricNet, LLC, www.metricnet.com
  • 87You Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com© MetricNet, LLC, www.metricnet.com
  • 88Thank You!We look forwardto serving you!© MetricNet, LLC, www.metricnet.com