The 80/20 Rule for Desktop KPI's: Less is More!
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The 80/20 Rule for Desktop KPI's: Less is More!

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In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement ...

In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.

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    The 80/20 Rule for Desktop KPI's: Less is More! The 80/20 Rule for Desktop KPI's: Less is More! Presentation Transcript

    • The 80/20 Rule for Desktop KPI’s: Less is More! Jeff Rumburg • MetricNet
    • More than 1,100 Desktop Support Benchmarks Global Database 30+ Key Performance Indicators Nearly 60 Industry Best Practices IT Support Benchmarking Database
    • The Traditional Paradigm for Technical Support PEOPLE PROCESS TECH 3© 2014 MetricNet, LLC, www.metricnet.com
    • Human Resources Come First PEOPLE 4© 2014 MetricNet, LLC, www.metricnet.com
    • Followed by Processes Designed Around People PEOPLE PROCESS 5© 2014 MetricNet, LLC, www.metricnet.com
    • Technology Creates Repeatability and Consistency PEOPLE PROCESS TECH 6© 2014 MetricNet, LLC, www.metricnet.com
    • But Is There and Even More Fundamental Building Block? METRICS PEOPLE PROCESS TECH 7© 2014 MetricNet, LLC, www.metricnet.com
    • Six-Part Model for Desktop Support Best Practices Proactively Managing Stakeholder Expectations Stakeholder Communication A Holistic Approach to Performance Measurement Performance Measurement Leveraging People and Processes Technology Expeditious Delivery of Customer Service Process Proactive, Life-cycle Management of Personnel Human Resources Defining Your Charter and Mission Strategy Definition Model Component Customer Enthusiasm Strategy Human Resources Process Technology Performance Measurement Stakeholder Communication 8© 2014 MetricNet, LLC, www.metricnet.com
    • Best Practices in Performance Measurement 1 2 3 4 5 6 11 12 Desktop Support tracks the Mean Time to Resolve (MTTR), and the Percentage of tickets resolved within 24 hours. 14 7 8 Technician Satisfaction is measured, recorded, and tracked. Technician Utilization is measured, recorded, and tracked on an ongoing basis. Desktop Support understands key correlations and cause/effect relationships between the various KPI's. This enables Desktop Support to achieve desired performance goals by leveraging and driving the underlying "causal" metrics. 10 9 13 Desktop Support conducts benchmarking at least once per year. Desktop Support KPI's are used to establish "stretch" goals. Cost per Ticket is measured, recorded, and tracked on an ongoing basis. Customer Satisfaction is measured, recorded, and tracked on an ongoing basis. Desktop Support measures are used holistically, and diagnostically to identify performance gaps in Desktop Support performance, and to prescribe actions that will improve performance. Desktop Support maintains a balanced scorecard that provides a single, all-inclusive measure of Desktop Support performance. First Contact Resolution Rate for Incidents is measured, recorded, and tracked on an ongoing basis. First Level Resolution is measured, recorded, and tracked on an ongoing basis. Desktop Support tracks the number of tickets that are that could have been resolved by the Desktop Support organization at Level one. Desktop Support conducts event driven customer surveys whereby the results of customer satisfaction surveys can be linked back to a specific ticket, and to a specific technician handling the contact at 9© 2014 MetricNet, LLC, www.metricnet.com
    • Ranking Explanation 1 No Knowledge of the Best Practice. 2 Aware of the Best Practice, but not applying it. 3 Aware of the Best Practice, and applying at a rudimentary level. 4 Best Practice is being effectively applied. 5 Best Practice is being applied in a world-class fashion. Best Practices Evaluation Criteria 10© 2014 MetricNet, LLC, www.metricnet.com
    • 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 Metrics Maturity Ranking DesktopSupportBalancedScore The Evidence for Metrics as a Foundation Block n = 143 11© 2014 MetricNet, LLC, www.metricnet.com
    • 10 Mega Trends and the Holistic Use of KPI’s  Holistic use of KPI’s and Benchmarking  Process Optimization (ITIL, ITSM)  User Self-Help  Desktop Virtualization  Marketing the Service Desk  Understanding of TCO and First Level Resolution  Process Optimization (ITIL, ITSM)  Knowledge Management and Remote Diagnosis  The Widespread Adoption of ROI Analysis  Service and Support as a Business 12© 2014 MetricNet, LLC, www.metricnet.com
    • The Premise Behind Desktop Support KPI’s We’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! © 2014 MetricNet, LLC, www.metricnet.com 13
    • Two Paradigms for Desktop Support KPI’s The Historical Approach The Holistic Approach Measurement (75%) Analysis (15%) Prescription (7.5%) Action (2.5%) Measurement (5%) Analysis (20%) Prescription (30%) Action (45%) IncreasingValue! © 2014 MetricNet, LLC, www.metricnet.com 14
    • 15 4 3 2 1 Customer Enthusiasm An Industry MegaTrend: The Holistic Use of KPI’s Measure Diagnose Prescribe Implement Model Component Description 1. Measure Measure help desk performance on an ongoing basis 2. Diagnose Benchmark performance and conduct a gap analysis 3. Prescribe Define actions to close the gap 4. Implement Implement your action plan and improve performance © 2014 MetricNet, LLC, www.metricnet.com
    • The Most Common Desktop Support KPI’s  Cost per Ticket  Cost per Incident  Cost per Service Request Cost Productivity Service Level Quality Ticket Handling Technician Average Incident Response Time (min)  % of Incidents Resolved in 24 Hours  Mean Time to Resolve Incidents (hours)  Mean Time to Complete Service Requests (days)  Technician Utilization  Tickets per Technician- Month  Incidents per Technician- Month  Service Requests per Technician-Month  Ratio of Technicians to Total Headcount  Customer Satisfaction  First Contact Resolution Rate (Incidents  % Resolved Level 1 Capable  % of Tickets Re-opened  Technician Satisfaction  New Technician Training Hours  Annual Technician Training Hours  Annual Technician Turnover  Technician Absenteeism  Technician Tenure (months)  Technician Schedule Adherence  Average Incident Work Time (min)  Average Service Request Work Time (min)  Average Travel Time per Ticket (min) And there are hundreds more!! Workload  Tickets per Seat per Month  Incidents per Seat per Month  Service Requests per Seat per Month  Incidents as a % of Total Ticket Volume © 2014 MetricNet, LLC, www.metricnet.com 16
    • Controllable vs. Non-Controllable KPI’s Causal Factors Drivers  Cost and Quality are the Macro Measures  The Macro Measures tell the story of your performance  They are good for communicating the performance of Desktop Support  But you cannot control them directly  Workload metrics are driven by Causal Factors  The Causal Factors define the volume and mix of work performed by Desktop Support  Desktop Support has very little control over the Causal Factors  They are a function of your IT environment  Productivity, Service Level, Technician, and Ticket Handling 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 the Macro Measures, and improve your performance © 2014 MetricNet, LLC, www.metricnet.com 17
    • Causal Factors: The Workload Drivers Causal Factors Drivers  Causal Factors include:  Device count and mix  Mix of desktop vs. laptop computers  Number of mobile devices  Average age of devices  Standardization of desktop environment  User population density  High rise vs. campus vs. field  User work location  Office vs. home vs. field  And numerous other factors… © 2014 MetricNet, LLC, www.metricnet.com 18
    • There Has Got to Be a Better Way!  Cost per Ticket  Cost per Incident  Cost per Service Request Cost Productivity Service Level Quality Ticket Handling Technician Average Incident Response Time (min)  % of Incidents Resolved in 24 Hours  Mean Time to Resolve Incidents (hours)  Mean Time to Complete Service Requests (days)  Technician Utilization  Tickets per Technician- Month  Incidents per Technician- Month  Service Requests per Technician-Month  Ratio of Technicians to Total Headcount  Customer Satisfaction  First Contact Resolution Rate (Incidents  % Resolved Level 1 Capable  % of Tickets Re-opened  Technician Satisfaction  New Technician Training Hours  Annual Technician Training Hours  Annual Technician Turnover  Technician Absenteeism  Technician Tenure (months)  Technician Schedule Adherence  Average Incident Work Time (min)  Average Service Request Work Time (min)  Average Travel Time per Ticket (min) And there are hundreds more!! Workload  Tickets per Seat per Month  Incidents per Seat per Month  Service Requests per Seat per Month  Incidents as a % of Total Ticket Volume © 2014 MetricNet, LLC, www.metricnet.com 19
    • The 80/20 Rule for Desktop Support KPI’s  Cost per TicketCost Productivity Quality Call Handling  Technician Utilization  Customer satisfaction  First contact resolution rate (incidents) Technician  Technician Satisfaction Aggregate  Balanced scorecard TCO  % Resolved Level 1 Capable Service Level  Mean Time to Resolve © 2014 MetricNet, LLC, www.metricnet.com 20
    • Desktop KPI’s: Which Ones Really Matter?  Cost per TicketCost Productivity Quality Call Handling  Technician Utilization  Customer satisfaction  First contact resolution rate (incidents) Technician  Technician Satisfaction Aggregate  Balanced scorecard TCO  % Resolved Level 1 Capable Service Level  Mean Time to Resolve © 2014 MetricNet, LLC, www.metricnet.com 21
    • Aggregate Metrics: The Balanced Scorecard Step 1 Eight critical performance metrics have been selected for the scorecard Step 2 Each metric has been weighted according to its relative importance Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 4 Your actual performance for each metric is recorded in this column Step 5 Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100 Step 6 Your balanced score for each metric is calculated: metric score X weighting 22 Worst Case Best Case Cost 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% Balanced Score Your Actual Performance Metric Score Performance RangeMetric WeightingPerformance Metric © 2014 MetricNet, LLC, www.metricnet.com
    • Desktop Support Scorecard Trend 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec DesktopSupportBalancedScore 12 Month Average Monthly Score © 2014 MetricNet, LLC, www.metricnet.com 23
    • Desktop Support Balanced Scorecard Benchmark 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% DesktopSupportBalancedScores High 86.2% Average ----- 51.9% Median 50.1% Low 16.0% Your Score 67.1% Desktop Support Balanced Scores Key Statistics © 2014 MetricNet, LLC, www.metricnet.com 24
    • 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 Metrics Maturity Ranking DesktopSupportBalancedScore Reminder: Metrics Matter! n = 143 25© 2014 MetricNet, LLC, www.metricnet.com
    • 26 Benchmarking Case Study: Optimizing Desktop Support Performance © 2014 MetricNet, LLC, www.metricnet.com
    • 27 Characteristics of World-Class Desktop Support  Desktop Support consistently exceeds customer expectations  Result is high levels of customer satisfaction (> 93%)  MTTR is below average for Incidents and Service Requests  < 0.7 days for Incidents  < 3.8 days for Service Requests  Costs are managed at or below industry average levels  Cost per Ticket, per Incident, and per Service Request is below average  Minimizes Total Cost of Ownership (TCO)  Desktop 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 © 2014 MetricNet, LLC, www.metricnet.com
    • Tickets, Incidents, and Service Requests Incident Volume + Service Request Volume = Ticket Volume Tickets Incidents Service Requests  Unplanned work that requires a physical touch to a device  Hardware break/fix  Device failure  Connectivity failure  Planned work that requires a physical touch to one or more devices  Move/Add/Change  Hardware or software upgrade  Device refresh  Device set-up © 2014 MetricNet, LLC, www.metricnet.com 28
    • Benchmarking Data Summary Average Min Max Cost per Ticket $81 $68 $55 $117 Cost per Incident $57 $45 $34 $85 Cost per Service Request $144 $128 $107 $196 Customer 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 93 Incidents per Technician per Month 81 100 72 131 Service Requests per Technician per Month 42 53 35 71 Ratio 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 4.3 Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7 Technician Satisfaction 71% 84% 66% 87% New Technician Training Hours 10 46 10 80 Annual Technician Training Hours 0 21 0 28 Annual Technician Turnover 53% 24% 8% 53% Technician Absenteeism 19% 14% 9% 22% Technician Tenure (months) 11 47 11 64 Technician Schedule Adherence 64% 87% 64% 91% Average Incident Work Time (min) 65 49 38 77 Average Service Request Work Time (min) 119 94 80 110 Average Travel Time per Ticket (min) 18 23 12 49 Tickets per Seat per Month 0.79 0.90 0.70 1.68 Incidents per Seat per Month 0.57 0.65 0.5 1.2 Service Requests per Seat per Month 0.22 0.25 0.2 0.48 Incidents as a % of Total Ticket Volume 72% 72% 71% 71% Deskside Support KPI's Peer GroupYour Performance Productivity Workload Cost Quality Metric Type Service Level Technician Ticket Handling © 2014 MetricNet, LLC, www.metricnet.com 29
    • Key Metrics Magnified © 2014 MetricNet, LLC, www.metricnet.com 30 KPI Company Peer Group Average Cost per Ticket $81 $68 Customer Satisfaction 71% 81%
    • The Two Foundation Metrics: Cost and Customer Satisfaction Cost per Ticket Customer Satisfaction © 2014 MetricNet, LLC, www.metricnet.com 31
    • Cost and Quality: Nothing Else Matters! Lower Cost Cost per Ticket (Efficiency) CustomerSatisfaction (Effectiveness) Top Quartile Efficient and Effective Lower Quartile Middle Quartiles Effective but not Efficient Middle Quartiles Efficient but not Effective World-Class Desktop Support Peer Group Higher Cost Lower Quality Higher Quality © 2014 MetricNet, LLC, www.metricnet.com 32
    • Technician Utilization: The Key Driver of Cost Cost per Ticket Customer Satisfaction Technician Utilization © 2014 MetricNet, LLC, www.metricnet.com 33
    • $0 $50 $100 $150 $200 $250 $300 30% 40% 50% 60% 70% 80% 90% Techncian Utilization CostperTicket Technician Utilization vs. Cost per Ticket © 2014 MetricNet, LLC, www.metricnet.com 34
    • Desktop Support Technician Utilization Defined Technician Utilization ((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 by total time at work during the month  It takes into account both incidents and service requests handled by the technicians  But it does not make adjustments for sick days, holidays, training time, project time, or idle time = © 2014 MetricNet, LLC, www.metricnet.com 35
    • 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 minutes Technician Utilization ((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 ((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% Technician Utilization © 2014 MetricNet, LLC, www.metricnet.com 36
    • The Drivers of Customer Satisfaction Cost per Ticket Customer Satisfaction Technician Utilization FCR (Incidents) Technician Satisfaction SL’s MTTR © 2014 MetricNet, LLC, www.metricnet.com 37
    • 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 30% 40% 50% 60% 70% 80% 90% 100% Technician Satisfaction CustomerSatisfaction Technician Satisfaction vs. Customer Satisfaction © 2014 MetricNet, LLC, www.metricnet.com 38
    • 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 30% 40% 50% 60% 70% 80% 90% First Contact Resolution Rate (Incidents) CustomerSatisfaction Incident FCR vs. Customer Satisfaction © 2014 MetricNet, LLC, www.metricnet.com 39
    • Incident MTTR vs. Customer Satisfaction 0% 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 8.0 Incident MTTR (days) CustomerSatisfaction © 2014 MetricNet, LLC, www.metricnet.com 40
    • The Drivers of Technician Satisfaction Cost per Ticket Customer Satisfaction Technician Utilization FCR (Incidents) Technician Satisfaction SL’s MTTR Service Levels: MTTR Coaching Career Path Training Hours © 2014 MetricNet, LLC, www.metricnet.com 41
    • New Technician Training Hours vs. Technician Satisfaction 20% 30% 40% 50% 60% 70% 80% 90% 100% 0.0 50.0 100.0 150.0 200.0 250.0 New Technician Training Hours TechnicianSatisfaction © 2014 MetricNet, LLC, www.metricnet.com 42
    • Annual Training Hours vs. Technician Job Satisfaction 40% 50% 60% 70% 80% 90% 100% 0 20 40 60 80 100 120 140 Annual Technician Training Hours TechnicianSatisfaction © 2014 MetricNet, LLC, www.metricnet.com 43
    • Technician Experience vs. Incident FCR 20% 30% 40% 50% 60% 70% 80% 90% 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 Technician Time on Job (months) IncidentFCR © 2014 MetricNet, LLC, www.metricnet.com 44
    • Measuring Defects: % Resolved Level 1 Capable Cost per Ticket Customer Satisfaction Technician Utilization FCR (Incidents) Technician Satisfaction SL’s MTTR Service Levels: MTTR Coaching Career Path Training Hours % Resolved Level 1 Capable © 2014 MetricNet, LLC, www.metricnet.com 45
    • 46© 2014 MetricNet, LLC, www.metricnet.com Two Metrics You Should Know % Resolved Level 1 Capable (PRLC) The percentage of tickets resolved by desktop support that could have been resolved at level 1 support. First Level Resolution Rate (FLR) The number of tickets resolved at level 1 divided by all tickets that can potentially be resolved at level 1.
    • Cost of Resolution: North American Averages Support Level Cost per Ticket Vendor Level 2: Desktop Support Field Support Level 3 IT (apps, networking, NOC, etc.) Level 1: Service Desk $471 $196 $85 $62 $22 © 2014 MetricNet, LLC, www.metricnet.com 47
    • A SPOC Service Desk is Highly Leveraged User Community Level 1: Service Desk Level 2: Desktop Support Field Support Level 3: IT Support Vendor Support 48© 2014 MetricNet, LLC, www.metricnet.com
    • Key SPOC Principles Key SPOC Principles  Enterprise takes an end-to-end view of user support  User/Customer has a single point of contact for all IT-related incidents, questions, problems, and work requests  The Level 1 Service Desk is the SPOC  Level 1 is responsible for:  Ticket triage  Resolution at Level 1 if possible  Effective handoffs to n level support  Resolution coordination and facilitation  Ticket closure  Desktop “Drive-bys”, “Fly-bys”, and “Snags” are strongly discouraged © 2014 MetricNet, LLC, www.metricnet.com 49
    • SPOC Support Reduces Total Cost of Ownership 0% 5% 10% 15% 20% 25% 30% 35% 40% %ResolvedLevel1Capable % Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOC Average = 22.8% Average = 15.3% © 2014 MetricNet, LLC, www.metricnet.com 50
    • A Summary of the Major KPI Correlations Cost per Ticket Customer Satisfaction Technician Utilization FCR (Incidents) Technician Satisfaction Coaching Career Path Training Hours SL’s MTTR Work/ Travel Time Techs/ Total FTE’s Absenteeism/ Turnover % Resolved Level 1 Capable Scheduling Efficiency Service Levels: MTTR © 2014 MetricNet, LLC, www.metricnet.com 51
    • Benchmarking Case Study: The Diagnosis Average Min Max Cost per Ticket $81 $68 $55 $117 Cost per Incident $57 $45 $34 $85 Cost per Service Request $144 $128 $107 $196 Customer 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 93 Incidents per Technician per Month 81 100 72 131 Service Requests per Technician per Month 42 53 35 71 Ratio 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 4.3 Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7 Technician Satisfaction 71% 84% 66% 87% New Technician Training Hours 10 46 10 80 Annual Technician Training Hours 0 21 0 28 Annual Technician Turnover 53% 24% 8% 53% Technician Absenteeism 19% 14% 9% 22% Technician Tenure (months) 11 47 11 64 Technician Schedule Adherence 64% 87% 64% 91% Average Incident Work Time (min) 65 49 38 77 Average Service Request Work Time (min) 119 94 80 110 Average Travel Time per Ticket (min) 18 23 12 49 Tickets per Seat per Month 0.79 0.90 0.70 1.68 Incidents per Seat per Month 0.57 0.65 0.5 1.2 Service Requests per Seat per Month 0.22 0.25 0.2 0.48 Incidents as a % of Total Ticket Volume 72% 72% 71% 71% Deskside Support KPI's Peer GroupYour Performance Productivity Workload Cost Quality Metric Type Service Level Technician Ticket Handling © 2014 MetricNet, LLC, www.metricnet.com 52
    • Low Customer Satisfaction Diagnosed © 2014 MetricNet, LLC, www.metricnet.com 53 KPI Company Peer Group Average Customer Satisfaction 71% 81% Incident FCR 49% 55% New Tech Training Hrs 10 46 Annual Tech Training Hrs 0 21
    • High Costs Diagnosed © 2014 MetricNet, LLC, www.metricnet.com 54 KPI Company Peer Group Average Cost per Ticket $81 $68 Technician Utilization 46% 54% % Resolved in 24 Hrs 33% 51% Annual Turnover 53% 24%
    • A Summary of the Major KPI Correlations Cost per Ticket Customer Satisfaction Technician Utilization FCR (Incidents) Technician Satisfaction Coaching Career Path Training Hours SL’s MTTR Work/ Travel Time Techs/ Total FTE’s Absenteeism/ Turnover % Resolved Level 1 Capable Scheduling Efficiency Service Levels: MTTR © 2014 MetricNet, LLC, www.metricnet.com 55
    • 56 The Big Picture for Desktop KPI’s
    • 57 The Paradox of IT Support  Less than 5% of all IT spending is allocated to end-user support  Service desk, desktop support, field support  This leads many to erroneously assume that there is little upside opportunity in IT support  The result is that most support organizations are managed with the goal of minimizing costs  But the most effective support strategies focus on maximizing value © 2014 MetricNet, LLC, www.metricnet.com Corporate IT Spending Breakdown 4% 96%: Non support functions End-User Support  Application Development  Application Maintenance  Network Operations  Mainframe and midrange Computing  Desktop Computing  Contract Services (e.g., disaster recovery)
    • 58© 2014 MetricNet, LLC, www.metricnet.com
    • 84% 47% 31% 29% 22% 19% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Service Desk Desktop Support Network Outages VPN Training Enterprise Applications Desktop Software Factors 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 IT 59© 2014 MetricNet, LLC, www.metricnet.com Because Desktop Support is a Major Driver of Customer Satisfaction
    • 60 Support Level Cost per Ticket Vendor Level 2: Desktop Support Field Support Level 3 IT (apps, networking, NOC, etc.) Level 1: Service Desk $471 $196 $85 $62 $22 © 2014 MetricNet, LLC, www.metricnet.com Because Support Has an Opportunity to Minimize TCO
    • 61 0 10 20 30 40 50 60 70 0 1 2 3 4 5 ProductiveHoursLostperEmployeeperYear Because Quality of Support Drives End-User Productivity 1 (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 5.0 Customer 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 12.3 Service Desk Desktop Support Performance Quartile Support Function Key Performance Indicator 37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9 Performance Quartile n = 60 © 2014 MetricNet, LLC, www.metricnet.com
    • The 80/20 Rule for Desktop Support KPI’s  Cost per TicketCost Productivity Quality Call Handling  Technician Utilization  Customer satisfaction  First contact resolution rate (incidents) Technician  Technician Satisfaction Aggregate  Balanced scorecard TCO  % Resolved Level 1 Capable Service Level  Mean Time to Resolve © 2014 MetricNet, LLC, www.metricnet.com 62
    • 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 holistically measure 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  Drive high levels of Customer Satisfaction for all of IT  Reduce and minimize Total Cost of Ownership for End-User Support,  Return productive hours to end users © 2014 MetricNet, LLC, www.metricnet.com 63
    • The Traditional Paradigm for Technical Support PEOPLE PROCESS TECH 64© 2014 MetricNet, LLC, www.metricnet.com
    • Metrics: The Foundation of Success in Desktop Support! METRICS PEOPLE PROCESS TECH 65© 2014 MetricNet, LLC, www.metricnet.com
    • Question and Answer Jeff Rumburg • MetricNet
    • Please make sure to complete an evaluation on your smartphone by going to www.HDIConference.com/Eval, or by going to the HDI 2014 mobile conference app. Thank you for attending this session
    • Question and Answer Jeff Rumburg • MetricNet
    • 69 About MetricNet
    • 70© 2014 MetricNet, LLC, www.metricnet.com Benchmarking is MetricNet’s Core Business Call Centers Telecom Information Technology Satisfaction  Technical Support  Customer Service  Telemarketing/Telesales  Collections  Service Desk  Desktop Support  Field Support  Price Benchmarking  Customer Satisfaction  Employee Satisfaction
    • MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks Industry Benchmarks Benchmarking Data Files © 2014 MetricNet, LLC, www.metricnet.com 71  Custom Benchmark  Unique Peer Group  Industry Benchmarking Reports by geography  Custom Benchmarking Data in Excel format
    • More than 1,100 Desktop Support Benchmarks Global Database 30+ Key Performance Indicators Nearly 60 Industry Best Practices 25 Years of Desktop Support Data
    • 73 Your Presenter: Jeff Rumburg © 2014 MetricNet, LLC, www.metricnet.com 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 in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, and GM. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on business and product development for IT benchmarking. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI.
    • Meet a Sampling of Our Clients MetricNet Conducts benchmarking for IT Service and Support organizations worldwide, and across virtually every industry sector. © 2014 MetricNet, LLC, www.metricnet.com 74
    • You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com © 2014 MetricNet, LLC, www.metricnet.com 75
    • The 80/20 Rule for Desktop KPI’s: Less is More! Jeff Rumburg • MetricNet