Free Desktop Support Training Series | What You Need to Know About Desktop Support KPIs

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MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!

Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.

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Free Desktop Support Training Series | What You Need to Know About Desktop Support KPIs

  1. 1. 0Cause and EffectWhat You Need to Know About Desktop Support KPI’sSession #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC
  2. 2. 1Observations From 25 Years of Desktop Support DataMore than 900 Desktop Support BenchmarksGlobal Database25+ Key Performance IndicatorsNearly 60 Industry Best Practices1
  3. 3. 2Characteristics of World-Class Desktop Support Desktop Support consistently exceeds customer expectations Result is high levels of customer satisfaction MTTR is below average for Incidents and 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 Support 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 a positive view of IT overall© 2013 MetricNet, LLC, www.metricnet.com
  4. 4. 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© 2013 MetricNet, LLC, www.metricnet.com 3
  5. 5. The Premise Behind Desktop 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!© 2013 MetricNet, LLC, www.metricnet.com 4
  6. 6. 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!© 2013 MetricNet, LLC, www.metricnet.com 5
  7. 7. 64321CustomerEnthusiasmAn Industry MegaTrend: The Holistic Use of KPI’sMeasureDiagnosePrescribeImplementModelComponent Description1. MeasureMeasure helpdeskperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct a gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan andimproveperformance© 2013 MetricNet, LLC, www.metricnet.com
  8. 8. 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© 2013 MetricNet, LLC, www.metricnet.com 7
  9. 9. Controllable vs. Non-Controllable KPI’sCausalFactorsDrivers 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© 2013 MetricNet, LLC, www.metricnet.com 8
  10. 10. Causal Factors: The Workload DriversCausalFactorsDrivers 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…© 2013 MetricNet, LLC, www.metricnet.com 9
  11. 11. 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© 2013 MetricNet, LLC, www.metricnet.com 10
  12. 12. Desktop Support KPI’s: Which Ones Really Matter? Cost per TicketCostProductivityQualityCall Handling Technician Utilization Customer satisfaction First contact resolution rate (incidents)Technician  Technician Job SatisfactionAggregate  Balanced scorecardTCO  % Resolved Level 1 CapableService Level  Mean Time to Resolve© 2013 MetricNet, LLC, www.metricnet.com 11
  13. 13. 12Benchmarking Case Study:Optimizing Desktop Support Performance© 2013 MetricNet, LLC, www.metricnet.com
  14. 14. Your DesktopSupport PerformancePerformance 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!© 2013 MetricNet, LLC, www.metricnet.com 13
  15. 15. Cost per Ticket HigherLowerHigherAFTER BENCHMARKINGSTARTING POINT: BEFOREBENCHMARKINGBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVEThe Goal of BenchmarkingCustomerSatisfaction© 2013 MetricNet, LLC, www.metricnet.com 14
  16. 16. 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© 2013 MetricNet, LLC, www.metricnet.com 15
  17. 17. The Two Foundation Metrics: Cost and Customer SatisfactionCost per Ticket Customer Satisfaction© 2013 MetricNet, LLC, www.metricnet.com 16
  18. 18. 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© 2013 MetricNet, LLC, www.metricnet.com 17
  19. 19. Technician Utilization: The Key Driver of CostCost per Ticket Customer SatisfactionTechnicianUtilization© 2013 MetricNet, LLC, www.metricnet.com 18
  20. 20. $0$50$100$150$200$250$30030% 40% 50% 60% 70% 80% 90%Techncian UtilizationCostperTicketTechnician Utilization vs. Cost per Ticket© 2013 MetricNet, LLC, www.metricnet.com 19
  21. 21. 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=© 2013 MetricNet, LLC, www.metricnet.com 20
  22. 22. 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© 2013 MetricNet, LLC, www.metricnet.com 21
  23. 23. The Drivers of Customer SatisfactionCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTR© 2013 MetricNet, LLC, www.metricnet.com 22
  24. 24. 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© 2013 MetricNet, LLC, www.metricnet.com 23
  25. 25. 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© 2013 MetricNet, LLC, www.metricnet.com 24
  26. 26. 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© 2013 MetricNet, LLC, www.metricnet.com 25
  27. 27. The Drivers of Technician SatisfactionCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTRServiceLevels: MTTRCoaching Career Path Training Hours© 2013 MetricNet, LLC, www.metricnet.com 26
  28. 28. New Technician Training Hours vs. Technician Job Satisfaction20%30%40%50%60%70%80%90%100%0.0 50.0 100.0 150.0 200.0 250.0New Technician Training HoursTechnicianSatisfaction© 2013 MetricNet, LLC, www.metricnet.com 27
  29. 29. Annual Training Hours vs. Technician Job Satisfaction40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Technician Training HoursTechnicianSatisfaction© 2013 MetricNet, LLC, www.metricnet.com 28
  30. 30. 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© 2013 MetricNet, LLC, www.metricnet.com 29
  31. 31. Measuring Defects: % Resolved Level 1 CapableCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionSL’sMTTRServiceLevels: MTTRCoaching Career Path Training Hours% ResolvedLevel 1Capable© 2013 MetricNet, LLC, www.metricnet.com 30
  32. 32. 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© 2013 MetricNet, LLC, www.metricnet.com 31
  33. 33. 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© 2013 MetricNet, LLC, www.metricnet.com 32
  34. 34. 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© 2013 MetricNet, LLC, www.metricnet.com 33
  35. 35. 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© 2013 MetricNet, LLC, www.metricnet.com 34
  36. 36. 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 weighting35Worst 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© 2013 MetricNet, LLC, www.metricnet.com
  37. 37. 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© 2013 MetricNet, LLC, www.metricnet.com 36
  38. 38. 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© 2013 MetricNet, LLC, www.metricnet.com 37
  39. 39. 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© 2013 MetricNet, LLC, www.metricnet.com 38% %
  40. 40. 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 weighting39Worst 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© 2013 MetricNet, LLC, www.metricnet.com
  41. 41. 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© 2013 MetricNet, LLC, www.metricnet.com 40
  42. 42. The Big Picture on Desktop Support KPI’s41
  43. 43. 42© 2013 MetricNet, LLC, www.metricnet.com
  44. 44. 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 IT43© 2013 MetricNet, LLC, www.metricnet.comBecause Desktop Support is a Major Driver of Customer Satisfaction
  45. 45. 440102030405060700 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© 2013 MetricNet, LLC, www.metricnet.com
  46. 46. 45Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$22© 2013 MetricNet, LLC, www.metricnet.comBecause Support Has an Opportunity to Minimize TCO
  47. 47. 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 all of IT© 2013 MetricNet, LLC, www.metricnet.com 46
  48. 48. 47Thank You!Thank you for attending this session.Please don’t forget to complete an evaluation form!Session #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC
  49. 49. 48Question and AnswerSession #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC
  50. 50. 49About MetricNet
  51. 51. 25 Years of Desktop Support DataMore than 900 Desktop Support BenchmarksGlobal Database25+ Key Performance IndicatorsNearly 60 Industry Best Practices© 2013 MetricNet, LLC, www.metricnet.com 50
  52. 52. 51© 2013 MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySatisfaction Technical Support Customer Service Telemarketing/Telesales Collections Service Desk Desktop Support Field Support Price Benchmarking Customer Satisfaction Employee Satisfaction
  53. 53. 52Your Presenter: Jeff Rumburg© 2013 MetricNet, LLC, www.metricnet.comJeff 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.
  54. 54. 53Cause and EffectWhat You Need to Know About Desktop Support KPI’sSession #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC

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