As many of you know, MetricNet’s core business is benchmarking. Over the years we have completed hundreds of benchmarks for service desks and desktop support groups worldwide. One of the advantages of doing that many benchmarks is that we have built up the most comprehensive database of IT service and support metrics in the industry. This data gives us a lot of insight into the key success factors of the industry’s top performing support organizations. So it’s worth pointing out right up front that everything you see and hear today is empirical in nature. There is nothing hypothetical, academic, or theoretical about what I am presenting today. It is simply based upon what we have observed in the industry, having completed literally thousands of IT service and support benchmarks.
To set the stage for our discussion on collaboration, let’s quickly review what the performance indicators, the KPI’s are telling us about how service and support have evolved over the last 25 years.
So why collaborate? It sounds good. And everyone says they want to do it. But there are barriers to making it happen. You’re probably familiar with some of them…. But there are significant benefits as well. This is not just motherhood and apple pie. There is real, tangible proof that collaboration pays off in a number of ways. It produces lower support costs…..
So what we’re going to do today to demonstrate the benefits of collaboration, and present some real world data on how you can make collaboration a reality in your support environment, is to go through four separate case studies from IT service and support organizations that made a decision to overcome the barriers that I just mentioned, and build a more collaborative support organization. Our first case study…
This support organization had an incentive pay system whereby half of the bonus was based upon individual performance, and half was based on the results of an annual service and support benchmark. The agents and technicians in service and support had been getting only about 40% of the bonus each year because they were not performing well on the service and support benchmark. Just briefly, benchmarking is the process….
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.
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…
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Desktop/Service Desk CollaborationCase Studies in Successful Partnership!MetricNet Best Practices Webcast Series
Upcoming MetricNet WebcastsRegister at www.metricnet.com 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 webcasts44