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Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | MetricNet Certified
 

Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | 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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  • As we get started here, it’s worth commenting on why MetricNet has developed a best practices presentation on the subject of Key Performance Indicators. It’s really quite simple: There is a very strong correlation between help desks that have a strong measurement discipline, and help desks that are world-class. Another way of putting this is that I have never seen a world-class help desk that did not have a strong performance measurement and management discipline. Conversely, help desks that have a strong measurement discipline are almost inevitably world-class. If you want to have a world-class help desk, the quickest and most efficient way to get there is to pay attention to performance measurement and management. At least 80% of what it takes to become a world-class help desk is linked to your ability to measure and manage your performance effectively.
  • To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 27 Key Performance Indicators shown on this page. We have organized them into categories…. These are among the most common KPI’s, but they are certainly not an all-inclusive list.
  • Unfortunately, what we see all too often in this industry is that help desks collect a lot of data – in other words, they track a lot of KPI’s, but they don’t do enough analysis…gain enough insight…or take enough action based upon that data.
  • So that brings us to the central issue of today’s webcast. How do we turn help desk KPI’s into a Competitive Advantage? More specifically, how can we leverage Key Performance Indicators to achieve world-class performance in our help desk? Better, Faster, Cheaper…. Those are the three dimensions of competition. Let’s start by defining what it means to be World-Class…

Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | MetricNet Certified Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | MetricNet Certified Presentation Transcript

  • The Zen of SupportThe Path to Strategic Enlightenment!MetricNet Best Practices Series
  • Connect With MetricNet on Social Media1© MetricNet, LLC, www.metricnet.com
  • Session 101: The Economic Impact of SupportWednesday April 17th 10:15 amSession 408: Cause-and-Effect for Desktop Support KPI’sThursday April 18th at 10:00 amVisit MetricNet at the Annual HDI Conference in Las Vegas
  • The Zen of SupportThe Path to Strategic Enlightenment!MetricNet Best Practices Series
  • Empirical Observations from Our Global Benchmarking DatabaseMore than 2,000 IT Service and Support BenchmarksGlobal Database70+ Key Performance IndicatorsMore than 120 Industry Best Practices
  • 5 Newer and less evolvedsupport organizationsare in this category A reactive “fire-fighting”mentality prevails at thisstage Focus tends to bealmost exclusively onservice level compliance Support is continuouslyplaying catch-up withuser needs andexpectations The primary purpose of astrategic supportorganization is to make endusers more productive, andto drive a positive view of IT A preventive, proactiveculture prevails Support anticipates userneeds and expectations, andprovides servicesaccordingly Customer enthusiasmand value creation is thegoal! Heavy investments intraining, tools, andmetrics characterize thisstage A knowledge base ofproblem solutions istypically established An expert network ofproblem solvers isdeveloped outside ofsupport User self-help begins:user-enabled passwordresets, user searchableknowledge baseReactive Stage Growth Stage Strategic StageThe Maturity Continuum in IT Support© MetricNet, LLC, www.metricnet.com
  • IT Support as a Business Enterprise6© MetricNet, LLC, www.metricnet.comCreate ValueMetrics FocusedProactiveMarketing
  • 7© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportA Business Model for IT SupportValueProactiveMetricsMarketingModelComponent Description1. ValueLeverage end-user productivityand TCO2. MetricsHolistic anddiagnosticapplication ofKPI’s3. ProactiveAnticipate userneeds andexpectations4. MarketingActively managestakeholderperceptions
  • 8© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportValue: A Business Model for IT SupportValueProactiveMetricsMarketingModelComponent Description1. ValueLeverage end-user productivityand TCO2. MetricsHolistic anddiagnosticapplication ofKPI’s3. ProactiveAnticipate userneeds andexpectations4. MarketingActively managestakeholderperceptions
  • 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 IT9© MetricNet, LLC, www.metricnet.comValue
  • 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 = 6010© MetricNet, LLC, www.metricnet.comValue
  • Support Has an Opportunity to Minimize TCOSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$2211© MetricNet, LLC, www.metricnet.comValue
  • 12© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 13© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportMetrics: A Business Model for IT SupportValueProactiveMetricsMarketingModelComponent Description1. ValueLeverage end-user productivityand TCO2. MetricsHolistic anddiagnosticapplication ofKPI’s3. ProactiveAnticipate userneeds andexpectations4. MarketingActively managestakeholderperceptions
  • 14© MetricNet, LLC, www.metricnet.comThe Premise Behind Support KPI’sWe’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!Metrics
  • Some Common Service Desk Metrics Cost per Ticket First Level Resolution RateCostService LevelQualityCall HandlingAgent Average speed of answer(ASA) Call abandonment rate % Answered within 30Seconds Average hold time Average time to abandon Percent of calls blocked Contacts per Agent perMonth Agent Utilization Agents as % of TotalFTE’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 1Resolvable User Self-ServiceCompletion RateAnd there are hundreds more!!Productivity15© MetricNet, LLC, www.metricnet.comMetrics
  • Some Common Desktop Support Metrics 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 Volume16© MetricNet, LLC, www.metricnet.comMetrics
  • 17© MetricNet, LLC, www.metricnet.comThe Dilemma with IT Support KPI’sLots and Lots of data But not enough analysis… Not enough Insight… And not enough Action!!Metrics
  • 18© MetricNet, LLC, www.metricnet.comTwo Paradigms for IT Support MetricsThe Historical Approach The Holistic ApproachMeasurement(75%)Analysis(15%)Prescription(7.5%)Action(2.5%)Measurement(5%)Analysis(20%)Prescription(30%)Action(45%)IncreasingValue!Metrics
  • 19© MetricNet, LLC, www.metricnet.comService Desk KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionAggregate  Balanced scorecardTCO  First Level Resolution RateRead MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!Metrics
  • 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 20Metrics
  • 21© MetricNet, LLC, www.metricnet.comService Desk KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionAggregate  Balanced scorecardTCO  First Level Resolution RateRead MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!Metrics
  • Aggregate Metrics: The Balanced ScorecardStep 1Six 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 then calculated:(worst case – actualperformance) / (worstcase – best case) X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weighting22MetricsWorst Case Best CaseCost per Contact 25.0% $55.28 $9.15 $21.83 72.5% 18.1%Customer Satisfaction 25.0% 63.7% 97.5% 77.2% 39.9% 10.0%Agent Utilization 15.0% 30.9% 64.4% 47.0% 48.0% 7.2%Net First Contact Resolution Rate 15.0% 51.8% 87.5% 70.2% 51.4% 7.7%Agent Job Satisfaction 10.0% 53.5% 91.5% 73.4% 52.4% 5.2%Average Speed of Answer 10.0% 192 13 60 73.5% 7.3%Total 100.0% N/A N/A N/A N/A 55.6%Performance RangeMetricWeightingPerformance MetricBalancedScoreYourPerformanceMetricScore
  • 23© MetricNet, LLC, www.metricnet.comBenchmarking Your Overall Performance23© MetricNet, LLC, www.metricnet.comMetrics0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%BalancedScoresHigh 86.5%Average ----- 50.3%Median 50.3%Low 13.8%Your Score 55.6%Balanced ScoresKey StatisticsHigh 86.5%Average ----- 50.3%Median 50.3%Low 13.8%Your Score 55.6%Balanced ScoresKey Statistics
  • The Performance Trend in IT Support24© MetricNet, LLC, www.metricnet.com40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecITSupportBalancedScore12 Month Average Monthly ScoreMetrics
  • 25© MetricNet, LLC, www.metricnet.comQuestion & Answer
  • 26© MetricNet, LLC, www.metricnet.comService Desk KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionAggregate  Balanced scorecardTCO  First Level Resolution RateRead MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!Metrics
  • Benchmarking Case Study27
  • 28© MetricNet, LLC, www.metricnet.comYour IT SupportPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREThe Benchmarking MethodologyRead MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!Metrics
  • 29© MetricNet, LLC, www.metricnet.comCost per Ticket HigherLowerHigherAFTER BENCHMARKINGSTARTING POINT: BEFOREBENCHMARKINGBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVEThe Goal of BenchmarkingMetrics
  • 30© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 31© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • Benchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!Sample Data Only! Not Intended for Benchmarking Purposes!Metrics32© MetricNet, LLC, www.metricnet.comAverage Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%Contacts/Agent-Month 429 504 373 487 699Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%Average Speed of Answer (ASA) in seconds 18 45 12 34 187Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%New Agent Training Hours 36 79 20 69 241Ongoing Agent Annual Training Hours 12 34 0 20 130Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%Agents as a Percent of Total FTEs 77.9% 70.5% 57.1% 69.3% 88.4%Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%AgentCall HandlingCostProductivityService LevelQualityMetricType Key Performance Indicator (KPI)YourScorePeer Group
  • The Foundation Metrics: Cost and QualityCost/Contact(Efficiency)Customer Satisfaction(Effectiveness)Metrics33© MetricNet, LLC, www.metricnet.com
  • 34Foundation Metrics: Cost vs. QualityLower CostCost (Efficiency)Quality(Effectiveness)Top QuartileEfficient and EffectiveLower QuartileMiddle QuartilesEffective but not EfficientMiddle QuartilesEfficient but not EffectiveYour ServiceDeskPeer GroupHigher CostLowerQualityHigherQualityMetrics© MetricNet, LLC, www.metricnet.com
  • Agent Utilization and First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirst ContactResolutionMetrics35© MetricNet, LLC, www.metricnet.com
  • Agent Utilization Drives Cost per Contact$0$5$10$15$20$25$30$35$40$4520% 30% 40% 50% 60% 70% 80%Agent UtilizationCostperContactMetrics36© MetricNet, LLC, www.metricnet.com
  • Agent Utilization Defined Agent Utilization is a measure of the actual time agents spend providing direct customersupport in a month, divided by total time at work during the month It takes into account both inbound and outbound contacts handled by the Agents, andincludes all contact types: voice, voice mail, email, web chat, walk-in, etc. But the calculation for Agent Utilization does not make adjustments for sick days, holidays,training time, project time, or idle time By calculating Agent Utilization in this way, all Service Desks worldwide are measured inexactly the same way, and can therefore be directly compared for benchmarking purposesAgentUtilization((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=37© MetricNet, LLC, www.metricnet.comMetrics
  • Example: Service Desk Agent Utilization Inbound Contacts per Agent per Month = 375 Outbound Contacts per Agent per Month = 225 Average Inbound Contact Handle Time = 10 minutes Average Outbound Contact Handle Time = 5 minutesAgentUtilization((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes)(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)= =50.4%AgentUtilizationAgentUtilization((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=38© MetricNet, LLC, www.metricnet.comMetrics
  • First Contact Resolution Drives Customer Satisfaction20%40%60%80%100%20% 40% 60% 80% 100%First Contact ResolutionCustomerSatisfactionMetrics39© MetricNet, LLC, www.metricnet.com
  • Service Levels: ASA and Abandonment RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARMetrics40© MetricNet, LLC, www.metricnet.com
  • ASA Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.000 50 100 150 200 250Average Speed of Answer (sec)CostperContactMetrics41© MetricNet, LLC, www.metricnet.com
  • Call Abandonment Rate Also Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.00$45.000.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%Call Abandonment RateCostperContactMetrics42© MetricNet, LLC, www.metricnet.com
  • ASA vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0 5% 10% 15% 20%ASA as a % of Total Handle TimeCustomerSatisfactionMetrics43© MetricNet, LLC, www.metricnet.com
  • Call Abandonment Rate vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0.0% 5.0% 10.0% 15.0% 20.0% 25.0%Call Abandonment RateCustomerSatisfactionMetrics44© MetricNet, LLC, www.metricnet.com
  • Training Hours Impact First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARMetrics45© MetricNet, LLC, www.metricnet.com
  • New Agent Training Hours vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 50 100 150 200 250 300 350New Agent Training HoursFirstContactResolutionRateMetrics46© MetricNet, LLC, www.metricnet.com
  • Annual Agent Training vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Agent Training HoursFirstContactResolutionRateMetrics47© MetricNet, LLC, www.metricnet.com
  • A Summary of Service Desk KPI CorrelationsCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARMetrics48© MetricNet, LLC, www.metricnet.com
  • Benchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!Sample Data Only! Not Intended for Benchmarking Purposes!Metrics49© MetricNet, LLC, www.metricnet.comAverage Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%Contacts/Agent-Month 429 504 373 487 699Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%Average Speed of Answer (ASA) in seconds 18 45 12 34 187Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%New Agent Training Hours 36 79 20 69 241Ongoing Agent Annual Training Hours 12 34 0 20 130Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%Agents as a Percent of Total FTEs 77.9% 70.5% 57.1% 69.3% 88.4%Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%AgentCall HandlingCostProductivityService LevelQualityMetricType Key Performance Indicator (KPI)YourScorePeer Group
  • 50© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportProactive: A Business Model for IT SupportValueProactiveMetricsMarketingModelComponent Description1. ValueLeverage end-user productivityand TCO2. MetricsHolistic anddiagnosticapplication ofKPI’s3. ProactiveAnticipate userneeds andexpectations4. MarketingActively managestakeholderperceptions
  • A Proactive Culture in IT SupportSome Common Proactive Behaviors Root Cause Analysis / Closed Ticket Analysis Marketing / Brand Management Business Case Analysis for New Investments Benchmarking Goal-based Training Cause-and-Effect Decision-making Manage Agent Morale / Agent Job Satisfaction Agent ScorecardsProactive51© MetricNet, LLC, www.metricnet.com
  • Some Common Proactive Behaviors Root Cause Analysis / Closed Ticket Analysis Marketing / Brand Management Business Case Analysis for New Investments Benchmarking Goal-based Training Cause-and-Effect Decision-making Manage Agent Morale / Agent Job Satisfaction Agent ScorecardsA Proactive Culture in IT SupportProactive52© MetricNet, LLC, www.metricnet.com
  • 53© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 54© MetricNet, LLC, www.metricnet.comManaging Agent Morale and Job SatisfactionCost per Ticket Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARProactive
  • Agent Job Satisfaction vs. Customer Satisfaction40%50%60%70%80%90%100%40% 50% 60% 70% 80% 90% 100%Agent Job SatisfactionCutomerSatisfactionProactive55© MetricNet, LLC, www.metricnet.com
  • Agent Job Satisfaction vs. Agent Turnover0%10%20%30%40%50%60%70%80%40% 50% 60% 70% 80% 90% 100%Agent Job SatisfactionAnnualAgentTurnoverProactive56© MetricNet, LLC, www.metricnet.com
  • 57© MetricNet, LLC, www.metricnet.comManaging Agent Morale and Job SatisfactionCost per Ticket Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARProactive
  • 40%50%60%70%80%90%100%0 10 20 30 40 50 60 70 80 90 100Annual Agent Training HoursAgentJobSatisfactionAgent Training Hours vs. Agent Job SatisfactionProactive58© MetricNet, LLC, www.metricnet.com
  • 40%50%60%70%80%90%100%AgentJobSatisfactionAgent Satisfaction with Career Path Agent Satisfaction without Career PathAverage = 72.3%Average = 80.7%ProactiveThe Impact of Career Path on Agent Job Satisfaction59© MetricNet, LLC, www.metricnet.com
  • 60© MetricNet, LLC, www.metricnet.comQuestion & Answer
  • 61© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportMarketing: A Business Model for IT SupportValueProactiveMetricsMarketingModelComponent Description1. ValueLeverage end-user productivityand TCO2. MetricsHolistic anddiagnosticapplication ofKPI’s3. ProactiveAnticipate userneeds andexpectations4. MarketingActively managestakeholderperceptions
  • 62© MetricNet, LLC, www.metricnet.comThe Role of Marketing in IT SupportWe’ve all heard the expression…“Expectations Not Set…are Expectations Not Met!So, let’s get serious about proactively managingexpectations!Marketing
  • 63© MetricNet, LLC, www.metricnet.comPerception vs. Reality in IT SupportLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueMarketing
  • Perception Is Almost Always Worse Than the RealityLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueA Common (butDangerous) OperatingPosition64© MetricNet, LLC, www.metricnet.comMarketing
  • Brand Management in IT SupportLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual Value#1 OperationalEffectiveness#2BrandManagement65© MetricNet, LLC, www.metricnet.comMarketing
  • Closing the Perception GapLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueClosingthePerceptionGapWhere you Should BeWhere you Are66© MetricNet, LLC, www.metricnet.comMarketing
  • 67© MetricNet, LLC, www.metricnet.comBrand Management: The Five W’s1. Who – Who are the Key Stakeholder Groups?2. What – What are the Key Messages?3. When – When are You Going to Communicate Them?4. Where/How – Where/How do You Reach the Stakeholders?5. Why – Why are We Doing This?Marketing
  • Key Success Factors in Marketing IT SupportMessagesTimingTimingFrequent Contact• New employee orientation• At session log-in• During training• During the incident• At scheduled sessionsMessagesMultiple Messages• Services• Major initiatives• Performance Levels• FAQ’s• Success StoriesChannelsUse All Available• Log-in messages• Newsletters• Reference Guides• Asset tags• Surveys• User LiaisonsTiming68© MetricNet, LLC, www.metricnet.comMarketing
  • 69© MetricNet, LLC, www.metricnet.comThe Most Common Communication VehiclesMarketingWhere is IS failing to meet XXX needs?Rank Fails Survey Question1 - 22.1% 24. Availability of shared resources2 - 16.2% 30. Your satisfaction with remote access services3 - 14.7% 17. Continue using the IS Support Center4 - 13.2% 28. Overall satisfaction with computing/network services5 - 11.8% 21. The response to requested software changes5 - 11.8% 29. Satisfaction with the current E-Mail services7 - 10.3% 09. Current services provided by IS8 - 8.8% 19. Developers understand your business requirements9 - 8.8% 23. Reliability of business applications10 - 7.4% 08. IS communication of products and services10 - 7.4% 22. The response to requested enhancements12 - 4.4% 07. IS value compared to the cost of services12 - 4.4% 14. Value of IS Business Consultants12 - 4.4% 20. Responsiveness to application maintenance requests15 - 2.9% 12. Acquisition process for IT15 - 2.9% 18. Applications provide the necessary functionality12%Avg.2.9 % of XXX’s said issue18. failed to meet expectations.Meanfor ALL“fails”Sort fieldsequencefieldvarrianceduplicate rankTitle of ListaboveaveragebelowaverageSelected IssuesNewslettersBrown BagSessionsLeave BehindsBusiness UnitLiaisonsSurveys Log-in Screens Webcasts FAQ Site
  • © MetricNet, LLC, www.metricnet.com 70MarketingSo Why Are We Doing This?
  • 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 IT71© MetricNet, LLC, www.metricnet.comMarketing
  • 72© MetricNet, LLC, www.metricnet.comMarketing Summary Managing the gap between perception and reality is fairlystraightforward It doesn’t take a lot of time, or cost a lot of money But it is critically important The success of your support organization depends as much on yourimage, as it does on your actual performance! The Benefits of effective Image Management Include: Customer loyalty and positive word-of-mouth referrals Credibility, which leverages your ability to Get Things Done! A Positive Image for IT overall High levels of Customer SatisfactionMarketing
  • The Zen of Support73
  • The Paradox of IT Support Less than 5% of all IT spending isallocated to end-user support Service desk, desktop support,field support This leads many to erroneouslyassume that there is little upsideopportunity in IT support The result is that most supportorganizations are managed with thegoal of minimizing costs But the most effective supportstrategies focus on maximizingvalue74© MetricNet, LLC, www.metricnet.comCorporate IT Spending Breakdown4%96%: Non support functionsEnd-User Support ApplicationDevelopment ApplicationMaintenance NetworkOperations Mainframe andmidrange Computing Desktop Computing Contract Services(e.g., disasterrecovery)
  • 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 IT75© MetricNet, LLC, www.metricnet.com
  • 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 = 6076© MetricNet, LLC, www.metricnet.com
  • Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$2277© MetricNet, LLC, www.metricnet.comSupport Has an Opportunity to Minimize TCO
  • A Call to Action:Your Opportunity to Excel!78
  • Five Easy Ways to Get StartedFive Suggestionsto Get You Started!1. Connect with MetricNet onSocial Media2. Attend our Presentations atthe HDI Conference in April3. Sign Up for FutureWebcasts4. Download MetricNet’s BestPractices Whitepapers5. Sign up for a MetricNetBenchmark79© MetricNet, LLC, www.metricnet.com4321The Businessof IT SupportValueProactiveMetricsMarketing
  • Connect With MetricNet on Social Media80© MetricNet, LLC, www.metricnet.comCompany 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
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  • Session 101: The Economic Impact of SupportWednesday April 17th 10:15 amSession 408: Cause-and-Effect for Desktop Support KPI’sThursday April 18th at 10:00 amVisit MetricNet at the Annual HDI Conference in Las Vegas
  • Upcoming MetricNet WebcastsRegister at www.metricnet.com April 9 Service Desk and Desktop Collaboration May 7 Service Desk KPI’s June 11 Desktop Support KPI’s July 9 Call Center KPI’s August 6 Service Desk Best Practices September 10 Best Practices in Desktop SupportFor more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts83
  • Download MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com© MetricNet, LLC, www.metricnet.com 84
  • 85© MetricNet, LLC, www.metricnet.comSign Up for a MetricNet Service Desk or Desktop Support BenchmarkThe Service Desk Performance Benchmark
  • 86© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com
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  • About MetricNet:Your Benchmarking Partner89
  • 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 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 a numberof syndicated benchmarking services that provided low costbenchmarks 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 90
  • 91© MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySatisfaction Customer Service Technical Support Telemarketing/Telesales Collections Service Desk Desktop Support Field Support Price Benchmarking Customer Satisfaction Employee Satisfaction
  • 92© MetricNet, LLC, www.metricnet.com25 Years of IT Service and Support Benchmarking DataMore than 2,000 IT Service and Support BenchmarksGlobal Database70+ Key Performance IndicatorsMore than 120 Industry Best Practices
  • Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Supportorganizations worldwide, and across virtually every industry sector.© MetricNet, LLC, www.metricnet.com 93
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