Desktop/Service Desk CollaborationCase Studies in Successful Partnership!MetricNet Best Practices Webcast Series
Connect With MetricNet on Social Media1© MetricNet, LLC, www.metricnet.com
Empirical Observations from Our Global Benchmarking DatabaseMore than 2,000 IT Service and Support BenchmarksGlobal Databa...
Then and Now: The Evolution of the Service DeskService DeskKPI’sNorth American Averages1988 Last YearMonthly Contacts perE...
Then and Now: The Evolution of Desktop SupportDesktop SupportKPI’sNorth American Averages1988 Last YearMonthly Desktop Tic...
Why Collaborate?Benefits Barriers5© MetricNet, LLC, www.metricnet.com Lower support costs Greater customer satisfactionf...
Adopting SPOC Support at an International Freight Co.The Scenario Users call desktop support directly Desktop techs prov...
A Primer on Support TCOSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking...
The Tao of SPOC (Single Point of Contact)User CommunityLevel 1Service DeskDesktopSupportFieldSupportLevel 2 ITSupportVendo...
SPOC PrinciplesKey SPOC Principles Enterprise takes an end-to-end view of usersupport User/Customer has a single point o...
SPOC Support Reduces Total Cost of Ownership0%5%10%15%20%25%30%35%40%%ResolvedLevel1Capable% Resolved Level 1 Capable with...
The Result of Implementing a SPOC ProcessKPI Before SPOC 10 Months LaterLevel 1 Ticket Origination 64% 87%% Resolved Level...
Cross Training at a Regional BankThe Scenario Support costs are high Desktop support is sometimes short-staffed Service...
Universal Agents Can Greatly Improve Efficiency13© MetricNet, LLC, www.metricnet.com12 FTE’s 7 FTE’s3 – 4UniversalAgentsSe...
Success Factors for Cross-Trained Agents14© MetricNet, LLC, www.metricnet.com Support personnel are co-located with the u...
The Result of Agent Cross Training15© MetricNet, LLC, www.metricnet.comKPI Before Cross Training 6 Months LaterCross-Train...
Shared Incentives at a Multi-National Insurance Company16© MetricNet, LLC, www.metricnet.comThe Scenario Both support gro...
17© MetricNet, LLC, www.metricnet.comYour IT SupportPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in Cl...
Some Common Service Desk Metrics Cost per Ticket First Level Resolution RateCostService LevelQualityCall HandlingAgent ...
A Summary of KPI Correlations for the Service DeskCost per Ticket Customer SatisfactionAgentUtilizationFirstContactResolut...
Some Common Desktop Support Metrics Cost per Ticket Cost per Incident Cost per Service RequestCost ProductivityService ...
A Summary of KPI Correlations for Desktop SupportCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)T...
KPI’s for Successful Collaboration Weighted Average Cost per TicketCostQualityLevel 1 TCO Weighted Average Customer Sati...
The Balanced Scorecard for SPOC SupportStep 1Six criticalperformancemetrics have beenselected for thescorecardStep 2Each m...
The Performance Trend in SPOC Support24© MetricNet, LLC, www.metricnet.com40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr Ma...
0%10%20%30%40%50%60%70%80%90%100%BalancedScores25© MetricNet, LLC, www.metricnet.comBenchmarking the SPOC Balanced Score25...
The Results of Benchmarking and Shared Incentives26© MetricNet, LLC, www.metricnet.comBefore Benchmarking 1 Year LaterServ...
Closed Ticket Analysis at a Fortune 100 Telecom Company27© MetricNet, LLC, www.metricnet.comThe Scenario Monthly meetings...
0246810120%2%4%6%8%10%12%14%16%18%20%22%24%26%28%30%32%34%36%38%40%% Resolved Level 1 CapableNumberofSupportOrganizationsF...
29© MetricNet, LLC, www.metricnet.comIndustry Data for Level 1 Resolution05101520253035404550550% 5% 10% 15% 20% 25% 30% 3...
0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%NetFirstLevelResolutionRemote Diagnostic Software No Remote Diagnos...
The Effect of a Mature Knowledge Base on FLR31© MetricNet, LLC, www.metricnet.com0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80...
The Action Plan32© MetricNet, LLC, www.metricnet.com Adopt a remote diagnostic tool Add a check box to desktop support t...
The Results: 6 months Later33© MetricNet, LLC, www.metricnet.comKPI Before Action Plan 6 Months LaterFirst Level Resolutio...
The Paradox of IT Support34
The Paradox of IT Support Less than 5% of all IT spending isallocated to end-user support Service desk, desktop support,...
84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkOutagesVPN Training EnterpriseApplicat...
0102030405060700 1 2 3 4 5ProductiveHoursLostperEmployeeperYearQuality of Support Drives End-User Productivity1 (top) 2 3 ...
Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Se...
Why Collaborate?Benefits Barriers39© MetricNet, LLC, www.metricnet.com Lower support costs Greater customer satisfaction...
A Call to Action:Your Opportunity to Excel!40
Five Easy Ways to Get StartedFive Suggestions to Get You Started!1. Connect with MetricNet on Social Media2. Attend our Pr...
Connect With MetricNet on Social Media42© MetricNet, LLC, www.metricnet.comCompany PageBest Practices inCall Centers - Gro...
MetricNet on Social Media Like us on Facebook: http://www.facebook.com/metricnet | Mention us using @MetricNet Follow u...
Upcoming MetricNet WebcastsRegister at www.metricnet.com May 7 Service Desk KPI’s June 11 Desktop Support KPI’s July ...
Download MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com© MetricNet, LLC, www.metricnet.com 45
46© MetricNet, LLC, www.metricnet.comSign Up for a MetricNet Service Desk or Desktop Support BenchmarkThe Service Desk Per...
47© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mai...
48© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
About MetricNet:Your Benchmarking Partner49
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,LLC. Jeff is responsible for global strategy, product devel...
51© MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySati...
52© MetricNet, LLC, www.metricnet.com25 Years of IT Service and Support Benchmarking DataMore than 2,000 IT Service and Su...
Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Supportorganizations worldwide, and acros...
You Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com© MetricNet, L...
Thank You!We look forwardto serving you!© MetricNet, LLC, www.metricnet.com 55
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Free Training Series | Case Studies in Service Desk and Desktop Support Collaboration | 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

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  • 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…
  • Free Training Series | Case Studies in Service Desk and Desktop Support Collaboration | MetricNet Certified

    1. 1. Desktop/Service Desk CollaborationCase Studies in Successful Partnership!MetricNet Best Practices Webcast Series
    2. 2. Connect With MetricNet on Social Media1© MetricNet, LLC, www.metricnet.com
    3. 3. Empirical Observations from Our Global Benchmarking DatabaseMore than 2,000 IT Service and Support BenchmarksGlobal Database70+ Key Performance IndicatorsMore than 120 Industry Best Practices2© MetricNet, LLC, www.metricnet.com
    4. 4. Then and Now: The Evolution of the Service DeskService DeskKPI’sNorth American Averages1988 Last YearMonthly Contacts perEnd-User0.79 1.95Cost per Contact $9.57 $21.84Average Handle Time 6:27 12:55Resolved on FirstContact35% 67%Resolved at Level 1 39% 74%Starting Agent Salaries(current dollars)$27,280 $35,411Service Desk Cost perEnd-User per Year$97 $5023© MetricNet, LLC, www.metricnet.com
    5. 5. Then and Now: The Evolution of Desktop SupportDesktop SupportKPI’sNorth American Averages1988 Last YearMonthly Desktop Ticketsper Seat0.53 0.78Cost per Ticket $29 $62Average IncidentWork Time (min:sec)17:40 32:15Incidents Resolved onFirst Contact74% 68%% ResolvedLevel 1 Capable54% 19%Starting TechnicianSalaries (current dollars)$37,050 $43,627Desktop Cost perSeat per Year$184 $5804© MetricNet, LLC, www.metricnet.com
    6. 6. Why Collaborate?Benefits Barriers5© MetricNet, LLC, www.metricnet.com Lower support costs Greater customer satisfactionfor support Shorter cycle times onresolution Enhanced user productivity Greater customer satisfactionfor all of IT Different managers Different funding sources Drive-by’s, fly-by’s, snags No shared goals orincentives Poor training Weak management / lack ofdiscipline Support is low priority
    7. 7. Adopting SPOC Support at an International Freight Co.The Scenario Users call desktop support directly Desktop techs provide on-the-spot assistance Service desk has no clear dispatch rules for desktopsupport Service desk and desktop have no operating levelagreement (OLA) Lost tickets are common Customers are universally dissatisfied6© MetricNet, LLC, www.metricnet.com
    8. 8. A Primer on Support TCOSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$227© MetricNet, LLC, www.metricnet.com
    9. 9. The Tao of SPOC (Single Point of Contact)User CommunityLevel 1Service DeskDesktopSupportFieldSupportLevel 2 ITSupportVendorSupport8© MetricNet, LLC, www.metricnet.com
    10. 10. SPOC PrinciplesKey SPOC Principles Enterprise takes an end-to-end view of usersupport User/Customer has a single point of contactfor all IT-related issues The Level 1 Service Desk is the SPOC The service desk and desktop support havethe same SLA with customers The service desk and desktop support havean OLA 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 discouraged9© MetricNet, LLC, www.metricnet.com
    11. 11. SPOC Support Reduces Total Cost of Ownership0%5%10%15%20%25%30%35%40%%ResolvedLevel1Capable% Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOCAverage = 22.8%Average = 15.3%10© MetricNet, LLC, www.metricnet.com
    12. 12. The Result of Implementing a SPOC ProcessKPI Before SPOC 10 Months LaterLevel 1 Ticket Origination 64% 87%% Resolved Level 1 Capable 39% 14%Customer Satisfaction 66% 78%Weighted Average Cost per Ticket $73 $4511© MetricNet, LLC, www.metricnet.com
    13. 13. Cross Training at a Regional BankThe Scenario Support costs are high Desktop support is sometimes short-staffed Service desk is sometimes short-staffed Escalation defects increase when the service desk isbusy Service levels are rarely met Customer satisfaction is low12© MetricNet, LLC, www.metricnet.com
    14. 14. Universal Agents Can Greatly Improve Efficiency13© MetricNet, LLC, www.metricnet.com12 FTE’s 7 FTE’s3 – 4UniversalAgentsService Desk Desktop Support
    15. 15. Success Factors for Cross-Trained Agents14© MetricNet, LLC, www.metricnet.com Support personnel are co-located with the users Users are in a high density environment High rise building or campus setting Facilitates “jump & go” Scale is relatively low Fewer than 20 support techs in total between service desk anddesktop support Not all technicians can or should be cross-trained
    16. 16. The Result of Agent Cross Training15© MetricNet, LLC, www.metricnet.comKPI Before Cross Training 6 Months LaterCross-Trained Agents 0 4Customer Satisfaction 72% 85%Weighted Average Cost per Ticket $67 $55Total Headcount 19 17% Resolved Level 1 Capable 25% 9%
    17. 17. Shared Incentives at a Multi-National Insurance Company16© MetricNet, LLC, www.metricnet.comThe Scenario Both support groups – service desk and desktopsupport – appear to be performing well Costs are in line with industry averages Customer satisfaction is above industry averages A SPOC process is followed So what’s the problem?
    18. 18. 17© MetricNet, LLC, www.metricnet.comYour IT SupportPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPARE50% of Annual Bonus Tied to Benchmarking Results17Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!
    19. 19. 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!!Productivity18© MetricNet, LLC, www.metricnet.com
    20. 20. A Summary of KPI Correlations for the Service DeskCost per Ticket Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and AR19© MetricNet, LLC, www.metricnet.com
    21. 21. 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 Volume20© MetricNet, LLC, www.metricnet.com
    22. 22. A Summary of KPI Correlations for Desktop SupportCost per Ticket Customer SatisfactionTechnicianUtilizationFCR(Incidents)TechnicianSatisfactionCoaching Career Path Training HoursSL’sMTTRWork/Travel TimeTechs/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyServiceLevels: MTTR21© MetricNet, LLC, www.metricnet.com
    23. 23. KPI’s for Successful Collaboration Weighted Average Cost per TicketCostQualityLevel 1 TCO Weighted Average Customer Satisfaction First Level Resolution RateAggregate  Balanced scorecardDesktop TCO  % Resolved Level 1 CapableRead MetricNet’s whitepaper on IT Support Performance Metrics. Go to www.metricnet.com to get your copy!22© MetricNet, LLC, www.metricnet.com
    24. 24. The Balanced Scorecard for SPOC SupportStep 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 thencalculated: (worstcase – actualperformance) /(worst case –bestcase) X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weighting23Worst Case Best CaseService Desk Cost per Ticket 20.0% $40.00 $8.00 $22.00 56.3% 11.3%Desktop Support Cost per Ticket 20.0% $120.00 $25.00 $64.00 58.9% 11.8%Service Desk Customer Satisfaction 20.0% 60.0% 100.0% 85.0% 62.5% 12.5%Desktop Support Customer Satisfaction 20.0% 60.0% 100.0% 90.0% 75.0% 15.0%Level 1 Resolution Rate (service desk) 10.0% 40.0% 100.0% 88.0% 80.0% 8.0%% Resolved Level 1 Capable (desktop support) 10.0% 50.0% 0.0% 8.0% 84.0% 8.4%100.0% N/A N/A N/A N/A 66.9%TotalPerformance MetricCostQualityTCOBalancedScoreYourPerformanceMetricScorePerformance RangeMetricWeighting© MetricNet, LLC, www.metricnet.com
    25. 25. The Performance Trend in SPOC 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 Score
    26. 26. 0%10%20%30%40%50%60%70%80%90%100%BalancedScores25© MetricNet, LLC, www.metricnet.comBenchmarking the SPOC Balanced Score25© MetricNet, LLC, www.metricnet.comHigh 83.3%Average ----- 51.4%Median 52.3%Low 17.5%Your Performance 66.9%Balanced ScoresKey Statistics
    27. 27. The Results of Benchmarking and Shared Incentives26© MetricNet, LLC, www.metricnet.comBefore Benchmarking 1 Year LaterService Desk Cost per Ticket $22 $19Desktop Support Cost per Ticket $64 $62Service Desk Customer Satisfaction 85% 92%Desktop Support Customer Satisfaction 90% 93%Level 1 Resolution Rate (service desk) 88% 91%% Resolved Level 1 Capable (desktop support) 8% 4%66.9% 75.5%42.3% 63.8%% of Bonus AwardedBalanced ScoreKey Performance IndicatorCostQualityTCO 0%10%20%30%40%50%60%70%80%90%100%
    28. 28. Closed Ticket Analysis at a Fortune 100 Telecom Company27© MetricNet, LLC, www.metricnet.comThe Scenario Monthly meetings are held between service desk anddesktop support to review tickets Goal is to ensure proper categorization of tickets, andeliminate tickets through Root Cause Analysis Benchmarks show that First Level Resolution on theservice desk is low And nearly half the tickets resolved by desktop supportare resolvable at level 1
    29. 29. 0246810120%2%4%6%8%10%12%14%16%18%20%22%24%26%28%30%32%34%36%38%40%% Resolved Level 1 CapableNumberofSupportOrganizationsFirstQuartile=12.7%.FourthQuartile=24.3%.Median=18.1%Industry Data for Desktop % Resolved Level 1 Capable28© MetricNet, LLC, www.metricnet.comAverage ------ 18.6%Max 36.6%Min 3.9%Median 18.1%% Resolved Level 1 Capable
    30. 30. 29© MetricNet, LLC, www.metricnet.comIndustry Data for Level 1 Resolution05101520253035404550550% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%Net First Level Resolution RateNumberofDataPointsAverage ------ 73.9%Max 98.9%Min 24.0%Median 75.0%> 95% Net FLR 2.0%Industry Average Net FLR StatisticsNet First Level Resolution RateNumberofDataRecords
    31. 31. 0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%NetFirstLevelResolutionRemote Diagnostic Software No Remote Diagnostic SoftwareThe Effect of Remote Diagnostic Software on FLRAverage = 77.8% FLRAverage = 61.4% FLR30© MetricNet, LLC, www.metricnet.com
    32. 32. The Effect of a Mature Knowledge Base on FLR31© MetricNet, LLC, www.metricnet.com0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%0 1 2 3 4 5 6KBase MaturityNetFirstLevelResolution
    33. 33. The Action Plan32© MetricNet, LLC, www.metricnet.com Adopt a remote diagnostic tool Add a check box to desktop support tickets Resolved but Level 1 Capable Establish a goal for First Level Resolution Establish a goal for % Resolved Level 1 Capable Enforce a strict SPOC support model
    34. 34. The Results: 6 months Later33© MetricNet, LLC, www.metricnet.comKPI Before Action Plan 6 Months LaterFirst Level Resolution 61% 83%% Resolved Level 1 Capable 44% 17%Weighted Average Cost per Ticket $96 $61
    35. 35. The Paradox of IT Support34
    36. 36. 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 maximizingvalue35© 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)
    37. 37. 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 IT36© MetricNet, LLC, www.metricnet.com
    38. 38. 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 = 6037© MetricNet, LLC, www.metricnet.com
    39. 39. Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$2238© MetricNet, LLC, www.metricnet.comSupport Has an Opportunity to Minimize TCO
    40. 40. Why Collaborate?Benefits Barriers39© MetricNet, LLC, www.metricnet.com Lower support costs Greater customer satisfactionfor support Shorter cycle times onresolution Enhanced user productivity Greater customer satisfactionfor all of IT Different managers Different funding sources Drive-by’s, fly-by’s, snags No shared goals orincentives Poor training Weak management / lack ofdiscipline Support is low priority
    41. 41. A Call to Action:Your Opportunity to Excel!40
    42. 42. Five Easy Ways to Get StartedFive Suggestions to Get You Started!1. Connect with MetricNet on Social Media2. Attend our Presentations at the HDI Conference next week3. Sign Up for Future Webcasts4. Download MetricNet’s Best Practices Whitepapers5. Sign up for a MetricNet Benchmark41© MetricNet, LLC, www.metricnet.com
    43. 43. Connect With MetricNet on Social Media42© 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
    44. 44. MetricNet 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/10912131581644687477543© MetricNet, LLC, www.metricnet.com
    45. 45. 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
    46. 46. Download MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com© MetricNet, LLC, www.metricnet.com 45
    47. 47. 46© MetricNet, LLC, www.metricnet.comSign Up for a MetricNet Service Desk or Desktop Support BenchmarkThe Service Desk Performance Benchmark
    48. 48. 47© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com
    49. 49. 48© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
    50. 50. About MetricNet:Your Benchmarking Partner49
    51. 51. 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 50
    52. 52. 51© 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
    53. 53. 52© 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
    54. 54. 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 53
    55. 55. You Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com© MetricNet, LLC, www.metricnet.com 54
    56. 56. Thank You!We look forwardto serving you!© MetricNet, LLC, www.metricnet.com 55

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