Howard Kendall explains the best and worst ways to benchmark your service desk, the results that count, and what to do about them. This presentation was given at the Service Desk and IT Support Show (SITS) in April 2014. www.servicedeskinstitute.com

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Benchmarking
Service Desks:
Why & Why Not!
Howard Kendall, Founder, SDI
Surprise | Delight | Inspire

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• Who am I and about SDI…..
• Benchmarking – Why? When? What?
How?
• Best practice & tools
• Learn from industry & trends
• A service desk is not just for Christmas…
Agenda

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Surprise | Delight | Inspire
Our mission is to inspire service
desks to be brilliant
Mission

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Surprise | Delight | Inspire
Vision
To achieve our mission, we inspire service desks
to:
…
Embrace: best practice to raise the quality of
service delivery
Engage: with customers to create an inspiring
and motivating service experience
Invest: in and empowering their teams to be
inspired, take action and be better
Shine: by demonstrating and delivering
exceptional business value

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Surprise | Delight | Inspire
Customer Engagement
we engage with service desks
physically and virtually
#BELIEVE14
Training &
Qualifications
Best Practice Standards
SDI Membership
.
Community Blog
Consultancy Services
Industry Events
Webinars
Service Desk Certification
Industry Research
TFT Virtual Conference

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• A measurement of the quality of
an organisation's policies, products, programmes, strategies
etc., and their comparison with standard measurements, or
similar measurements of its peers.
• The objectives of benchmarking are (1) to determine what
and where improvements are called for, (2) to analyse how
other organisations achieve their high performance levels,
and (3)to use this information to improve performance.
Benchmarking is…?

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• Stake in ground? League rating? Base to improve?
• Now? When we think we’re BAD? GOOD? Never?
• Start point and reasons
• Why not?
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Why & When?

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• Culture
• People
• Process
• Measures
• Commmunication
• Management
• Quick wins and ongoing quality build
Improvement Targets

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• Consultant guidelines/methodologies
• Peer group of service desks - or outsourcers
• ISO or BSI standard
• ITIL framework/guidelines
• Lean, EFQM, SixSigma quality methods
• Contact Centre Standard like Metricnet
• HDI or SDI service desk standards
Benchmark against what?

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Benchmark against what?
Service Desk Certification levels

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To achieve ‘World Class’ status each concept
requires a YES rating for all its associated criteria:
• Leadership
• Policy and Strategy
• People
• Partnerships and Resources
• Processes
• People Satisfaction
• Customer Satisfaction
• Key Performance Results
• Social Responsibility
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The world class service desk

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• Success
• Vision and Mission
• Attitudes and
Behaviour
• Culture
• Integration
• Customer Advocacy
• Efficiency
• Wow Factor
• Continual
Improvement
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World class service desk
principles
To achieve SDI ‘World Class’ the service desk
must achieve 75% overall for:

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• Outsourcing – learn from
• Cloud services
• Social media and us
• AGILE – DEVOPS – LEAN
– more
• Consumer marketing
• Brand focus
• Anyhow - anywhere
faster – better
• Changing customer
journey
• BIGdata
Q: Are you adding value?
Trends to watch or use?

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• Apple store
• Disney or Amazon
• Zappos
• App stores/cloud
• Ryanair
• BIG data..on
YOU!(IBM)
• Ask a friend…your
customer data?
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Community & customer trends

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1. Challenge customer demand for service
2.Eliminate dumb
contacts
6. Own the
actions
across the
company
8. Deliver
great service
experiences
5. Make it really easy to
contact your company
4. Be proactive
7. Listen and act
3. Create engaging
self-service
The Best Service Is No Service
From: Price, B. and Jaffe, D. (2008) ‘The Best Service Is No Service’
Is great service no service
at all…?

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• Customer business
value? What they
want?
• Event anticipation
• Loads customer
contact
• Learn from data/past
Prevent and anticipate

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• Own
• Give confidence
• Take Responsibility
• Fix/get fixed
• Tell/update
• End
• Learn
Close/Happiness
Closed Loop
Incident

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• Work out your
customers and what
they need
• Do it better every day
• Team in tune, build
brand
• Steal best ideas from
others to improve
• Keep doing it
• Simple!
Summary

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Surprise | Delight | Inspire
Thank You!
+44 (0)1689 889100
hello@sdi-e.com
www.servicedeskinstitute.com
@sdi_institute
The Service Desk Institute (SDI)
Service Desk Institute (SDI)
Q&A