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Benchmark 2014 | Global Results for Desktop Support | HDI 2015

MetricNet
MetricNet
MetricNetMetricNet

In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!

Benchmark 2014 | Global Results for Desktop Support | HDI 2015

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Benchmark 2014
Global Results for Desktop Support
Jeff Rumburg
27 Years of IT Service and Support Benchmarks
More than 3,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
© 2015 MetricNet, LLC, www.metricnet.com 2
2014 Benchmarking Data: 138 Data Records from 31 Countries
© 2015 MetricNet, LLC, www.metricnet.com 3
The Benchmarking Methodology
4© 2015 MetricNet, LLC, www.metricnet.com
Samanage Customer
Service Desk
Performance
Performance of
Benchmarking Peer
Group
Determine How
Best in Class
Achieve Superiority
Adopt Selected
Practices of
Best in Class
Build a Sustainable
Competitive
Advantage
The ultimate
objective of
benchmarking
COMPARE
The Goal of Benchmarking
Cost per Ticket HigherLower
Higher
BEST-IN-CLASS
PERFORMANCE CURVE
AVERAGE PERFORMANCE CURVE
5© 2015 MetricNet, LLC, www.metricnet.com
AFTER BENCHMARKING
STARTING POINT: BEFORE
BENCHMARKING
KPI’s Used in MetricNet Desktop Support Benchmarks
 Cost per Ticket
 Cost per Incident
 Cost per Service Request
Cost ProductivityService Level
Quality
Ticket Handling
Technician
 Average Incident Response
Time (minutes)
 % of Incidents Resolved in
1 Business Day
 Mean Time to Resolve
Incidents (business hours)
 Mean Time to Complete
Service Requests (business
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
 Technician Satisfaction
 New Technician Training
Hours
 Annual Technician Training
Hours
 Annual Technician Turnover
 Technician Absenteeism
 Technician Tenure (months)
 Average Incident Work
Time (min)
 Average Service Request
Work Time (min)
 Average Travel Time per
Ticket (min)
Workload
 Tickets per Seat per Month
 Incidents per Seat per
Month
 Service Requests per Seat
per Month
 Incidents as a % of Total
Ticket Volume
© 2015 MetricNet, LLC, www.metricnet.com 6

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Benchmark 2014 | Global Results for Desktop Support | HDI 2015

  • 1. Benchmark 2014 Global Results for Desktop Support Jeff Rumburg
  • 2. 27 Years of IT Service and Support Benchmarks More than 3,000 IT Service and Support Benchmarks Global Database 70+ Key Performance Indicators More than 120 Industry Best Practices © 2015 MetricNet, LLC, www.metricnet.com 2
  • 3. 2014 Benchmarking Data: 138 Data Records from 31 Countries © 2015 MetricNet, LLC, www.metricnet.com 3
  • 4. The Benchmarking Methodology 4© 2015 MetricNet, LLC, www.metricnet.com Samanage Customer Service Desk Performance Performance of Benchmarking Peer Group Determine How Best in Class Achieve Superiority Adopt Selected Practices of Best in Class Build a Sustainable Competitive Advantage The ultimate objective of benchmarking COMPARE
  • 5. The Goal of Benchmarking Cost per Ticket HigherLower Higher BEST-IN-CLASS PERFORMANCE CURVE AVERAGE PERFORMANCE CURVE 5© 2015 MetricNet, LLC, www.metricnet.com AFTER BENCHMARKING STARTING POINT: BEFORE BENCHMARKING
  • 6. KPI’s Used in MetricNet Desktop Support Benchmarks  Cost per Ticket  Cost per Incident  Cost per Service Request Cost ProductivityService Level Quality Ticket Handling Technician  Average Incident Response Time (minutes)  % of Incidents Resolved in 1 Business Day  Mean Time to Resolve Incidents (business hours)  Mean Time to Complete Service Requests (business 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  Technician Satisfaction  New Technician Training Hours  Annual Technician Training Hours  Annual Technician Turnover  Technician Absenteeism  Technician Tenure (months)  Average Incident Work Time (min)  Average Service Request Work Time (min)  Average Travel Time per Ticket (min) Workload  Tickets per Seat per Month  Incidents per Seat per Month  Service Requests per Seat per Month  Incidents as a % of Total Ticket Volume © 2015 MetricNet, LLC, www.metricnet.com 6
  • 7. 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 © 2015 MetricNet, LLC, www.metricnet.com 7
  • 8. Benchmarking Results Organized Into Three Categories High Density Medium Density Field Services © 2015 MetricNet, LLC, www.metricnet.com 8
  • 9. Benchmarking Data Summary: High Density © 2015 MetricNet, LLC, www.metricnet.com 9 Average Min Median Max Cost per Ticket $84.42 $31.98 $82.03 $179.33 Cost per Incident $69.79 $18.27 $69.35 $148.92 Cost per Service Request $118.10 $48.89 $102.56 $260.27 Tickets per Technician per Month 142.8 54.4 124.9 276.4 Incidents per Technician per Month 100.2 19.2 88.4 230.7 Service Requests per Technician per Month 42.6 10.8 41.5 100.1 Technicians as a Percent of Total FTE's 85.5% 74.8% 84.6% 94.8% Technician Utilization 54.8% 33.8% 56.5% 70.9% Mean Time to Resolve Incidents (business hours) 6.5 1.0 5.0 24.1 % of Incidents Resolved in 1 Business Day 74.9% 18.7% 79.0% 94.8% Mean Time to Fulfill Service Requests (business days) 2.9 1.0 2.6 5.7 % of Service Requests Fulfilled in 3 Business Days 56.3% 16.8% 59.2% 82.5% Customer Satisfaction 83.6% 54.9% 86.5% 95.8% Incident First Visit Resolution Rate 83.7% 66.7% 84.3% 97.2% % Resolved Level 1 Capable 20.2% 3.8% 19.8% 35.4% Annual Technician Turnover 31.4% 13.1% 27.8% 58.0% Daily Technician Absenteeism 4.6% 0.8% 4.1% 11.4% New Technician Training Hours 57 0 48 140 Annual Technician Training Hours 9 0 3 61 Technician Tenure (months) 43.6 17.6 43.9 88.4 Technician Job Satisfaction 78.9% 67.3% 79.7% 89.3% Average Incident Work Time (minutes) 24.1 8.0 19.9 53.7 Average Service Request Work Time (minutes) 46.3 20.0 40.0 140.0 Travel Time per Ticket (minutes) 9.4 7.0 8.5 19.0 Tickets per Seat per Month 0.54 0.20 0.47 1.01 Incidents per Seat per Month 0.38 0.11 0.35 0.86 Service Requests per Seat per Month 0.16 0.04 0.14 0.42 Incidents as a % of Total Ticket Volume 68.0% 33.6% 69.6% 91.6% 2014 Benchmarking Statistics (High Density) Cost Productivity Workload Metric Type Key Performance Indicator (KPI) Service Level Quality Technician Ticket Handling
  • 10. Benchmarking Data Summary: Medium Density © 2015 MetricNet, LLC, www.metricnet.com 10 Average Min Median Max Cost per Ticket $125.13 $56.46 $116.46 $288.99 Cost per Incident $112.42 $44.13 $105.45 $279.28 Cost per Service Request $158.84 $75.29 $144.92 $348.39 Tickets per Technician per Month 88.1 37.7 83.0 149.7 Incidents per Technician per Month 65.1 26.9 61.5 118.7 Service Requests per Technician per Month 22.9 4.6 23.0 52.1 Technicians as a Percent of Total FTE's 85.1% 72.1% 83.8% 97.4% Technician Utilization 55.8% 36.2% 56.0% 72.2% Mean Time to Resolve Incidents (business hours) 9.6 3.0 8.1 22.1 % of Incidents Resolved in 1 Business Day 35.7% 18.9% 38.3% 44.4% Mean Time to Fulfill Service Requests (business days) 5.1 2.1 5.1 11.1 % of Service Requests Fulfilled in 3 Business Days 26.2% 2.4% 25.6% 39.6% Customer Satisfaction 85.1% 51.3% 87.1% 99.1% Incident First Visit Resolution Rate 84.9% 68.0% 86.3% 97.8% % Resolved Level 1 Capable 21.5% 4.8% 21.7% 33.7% Annual Technician Turnover 25.3% 2.5% 24.8% 53.7% Daily Technician Absenteeism 4.7% 0.1% 3.7% 13.4% New Technician Training Hours 62 0 65 135 Annual Technician Training Hours 13 0 7 59 Technician Tenure (months) 53.9 18.2 47.3 110.3 Technician Job Satisfaction 81.1% 68.2% 80.6% 97.6% Average Incident Work Time (minutes) 21.2 8.0 19.7 51.3 Average Service Request Work Time (minutes) 45.1 20.0 38.5 124.0 Travel Time per Ticket (minutes) 37.6 20.0 37.5 78.0 Tickets per Seat per Month 0.56 0.21 0.57 1.16 Incidents per Seat per Month 0.42 0.12 0.42 1.00 Service Requests per Seat per Month 0.13 0.04 0.12 0.45 Incidents as a % of Total Ticket Volume 73.0% 40.8% 76.9% 94.7% 2014 Benchmarking Statistics (Medium Density) Cost Productivity Workload Metric Type Key Performance Indicator (KPI) Service Level Quality Technician Ticket Handling
  • 11. Benchmarking Data Summary: Field Services © 2015 MetricNet, LLC, www.metricnet.com 11 Average Min Median Max Cost per Ticket $249.27 $97.12 $243.90 $508.45 Cost per Incident $232.62 $88.75 $220.48 $477.79 Cost per Service Request $282.58 $103.01 $266.42 $577.19 Tickets per Technician per Month 46.6 26.6 44.9 85.5 Incidents per Technician per Month 31.4 13.0 28.7 64.9 Service Requests per Technician per Month 15.1 4.2 13.1 40.4 Technicians as a Percent of Total FTE's 85.0% 71.9% 85.0% 96.9% Technician Utilization 57.7% 35.7% 58.9% 72.5% Mean Time to Resolve Incidents (business hours) 13.9 5.7 12.9 31.2 % of Incidents Resolved in 1 Business Day 24.3% 10.6% 25.0% 32.7% Mean Time to Fulfill Service Requests (business days) 7.3 3.0 6.9 13.3 % of Service Requests Fulfilled in 3 Business Days 16.4% 1.5% 17.7% 26.3% Customer Satisfaction 81.4% 48.0% 85.0% 98.0% Incident First Visit Resolution Rate 83.4% 70.0% 82.8% 97.3% % Resolved Level 1 Capable 19.7% 7.6% 19.9% 32.9% Annual Technician Turnover 27.8% 11.0% 28.5% 55.6% Daily Technician Absenteeism 4.7% 0.7% 4.0% 11.1% New Technician Training Hours 62 0 61 185 Annual Technician Training Hours 10 0 8 46 Technician Tenure (months) 47.3 21.5 41.4 96.2 Technician Job Satisfaction 79.6% 68.7% 79.4% 89.8% Average Incident Work Time (minutes) 19.8 8.0 16.9 44.5 Average Service Request Work Time (minutes) 44.7 20.0 39.0 113.0 Travel Time per Ticket (minutes) 99.4 60.0 92.0 181.0 Tickets per Seat per Month 0.53 0.21 0.47 1.19 Incidents per Seat per Month 0.36 0.11 0.31 0.95 Service Requests per Seat per Month 0.16 0.04 0.14 0.40 Incidents as a % of Total Ticket Volume 66.5% 39.8% 67.6% 91.4% 2014 Benchmarking Statistics (Field Services) Cost Productivity Workload Metric Type Key Performance Indicator (KPI) Service Level Quality Technician Ticket Handling
  • 12. Benchmarking Data Summary: Comparative Averages © 2015 MetricNet, LLC, www.metricnet.com 12 High Density Medium Density Field Services Cost per Ticket $84.42 $125.13 $249.27 Cost per Incident $69.79 $112.42 $232.62 Cost per Service Request $118.10 $158.84 $282.58 Tickets per Technician per Month 142.8 88.1 46.6 Incidents per Technician per Month 100.2 65.1 31.4 Service Requests per Technician per Month 42.6 22.9 15.1 Technicians as a Percent of Total FTE's 85.5% 85.1% 85.0% Technician Utilization 54.8% 55.8% 57.7% Mean Time to Resolve Incidents (business hours) 6.5 9.6 13.9 % of Incidents Resolved in 1 Business Day 74.9% 35.7% 24.3% Mean Time to Fulfill Service Requests (business days) 2.9 5.1 7.3 % of Service Requests Fulfilled in 3 Business Days 56.3% 26.2% 16.4% Customer Satisfaction 83.6% 85.1% 81.4% Incident First Visit Resolution Rate 83.7% 84.9% 83.4% % Resolved Level 1 Capable 20.2% 21.5% 19.7% Annual Technician Turnover 31.4% 25.3% 27.8% Daily Technician Absenteeism 4.6% 4.7% 4.7% New Technician Training Hours 57 62 62 Annual Technician Training Hours 9 13 10 Technician Tenure (months) 43.6 53.9 47.3 Technician Job Satisfaction 78.9% 81.1% 79.6% Average Incident Work Time (minutes) 24.1 21.2 19.8 Average Service Request Work Time (minutes) 46.3 45.1 44.7 Travel Time per Ticket (minutes) 9.4 37.6 99.4 Tickets per Seat per Month 0.54 0.56 0.53 Incidents per Seat per Month 0.38 0.42 0.36 Service Requests per Seat per Month 0.16 0.13 0.16 Incidents as a % of Total Ticket Volume 68.0% 73.0% 66.5% 2014 Benchmarking Averages Cost Productivity Workload Metric Type Key Performance Indicator (KPI) Service Level Quality Technician Ticket Handling
  • 13. Key Metrics Magnified © 2015 MetricNet, LLC, www.metricnet.com 13 High Density Medium Density Field Services Cost per Ticket $84.42 $125.13 $249.27 Travel Time per Ticket (minutes) 9.4 37.6 99.4 Average Incident Work Time (minutes) 24.1 21.2 19.8 Average Service Request Work Time (minutes) 46.3 45.1 44.7 Customer Satisfaction 83.6% 85.1% 81.4% Tickets per Technician per Month 142.8 88.1 46.6 Technician Utilization 54.8% 55.8% 57.7% Mean Time to Resolve Incidents (business hours) 6.5 9.6 13.9 Mean Time to Fulfill Service Requests (business days) 2.9 5.1 7.3 % Resolved Level 1 Capable 20.2% 21.5% 19.7% Tickets per Seat per Month 0.54 0.56 0.53 2014 Benchmarking Averages Key Performance Indicator (KPI)
  • 14. The Desktop Support 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 14 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
  • 15. The Scorecard Allows a Fair Benchmarking Comparison 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 © 2015 MetricNet, LLC, www.metricnet.com 15
  • 16. 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 © 2015 MetricNet, LLC, www.metricnet.com 16
  • 17. Empirical Observations from the Best-in-Class 17© 2015 MetricNet, LLC, www.metricnet.com 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business
  • 18. Empirical Observations from the Best-in-Class 18© 2015 MetricNet, LLC, www.metricnet.com 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business
  • 19. Metrics as a Fundamental Building Block in IT Support METRICS PEOPLE PROCESS TECH 19© 2015 MetricNet, LLC, www.metricnet.com
  • 20. 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 Discipline n = 143 20© 2015 MetricNet, LLC, www.metricnet.com
  • 21. 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! 21© 2015 MetricNet, LLC, www.metricnet.com
  • 22. 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 © 2015 MetricNet, LLC, www.metricnet.com 22
  • 23. 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 © 2015 MetricNet, LLC, www.metricnet.com 23
  • 24. Desktop Support KPI’s: Cause-and-Effect 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 © 2015 MetricNet, LLC, www.metricnet.com 24
  • 25. 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business Empirical Observations from the Best-in-Class 25© 2015 MetricNet, LLC, www.metricnet.com
  • 26. Desktop Support KPI’s: Cause-and-Effect 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 © 2015 MetricNet, LLC, www.metricnet.com 26
  • 27. 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 © 2015 MetricNet, LLC, www.metricnet.com 27
  • 28. 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 © 2015 MetricNet, LLC, www.metricnet.com 28
  • 29. Empirical Observations from the Best-in-Class 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business 29© 2015 MetricNet, LLC, www.metricnet.com
  • 30. 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 © 2015 MetricNet, LLC, www.metricnet.com 30
  • 31. Cost of Resolution: North American Averages 31© 2015 MetricNet, LLC, www.metricnet.com
  • 32. The Tao of SPOC (Single Point of Contact) User Community Level 1 Service Desk Desktop Support Field Support Level 2 IT Support Vendor Support 32© 2015 MetricNet, LLC, www.metricnet.com
  • 33. 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 © 2015 MetricNet, LLC, www.metricnet.com 33
  • 34. 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% 34© 2015 MetricNet, LLC, www.metricnet.com
  • 35. Empirical Observations from the Best-in-Class 35© 2015 MetricNet, LLC, www.metricnet.com 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business
  • 36. 36© 2015 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.
  • 37. 37 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% NetFirstLevelResolution Remote Diagnostic Software No Remote Diagnostic Software The Effect of Remote Control Software on FLR Average = 77.8% FLR Average = 61.4% FLR © 2015 MetricNet, LLC, www.metricnet.com
  • 38. 38 The Effect of a Mature Knowledge Base on FLR © 2015 MetricNet, LLC, www.metricnet.com 0.0% 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 6 KBase Maturity NetFirstLevelResolution
  • 39. 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business Empirical Observations from the Best-in-Class 39© 2015 MetricNet, LLC, www.metricnet.com
  • 40. Driving Individual Accountability: The Technician 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 40 Worst Case Best Case Customer 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% Balanced Score Your Actual Performance Metric Score Performance RangeMetric WeightingPerformance Metric
  • 41. Monthly Technician Performance Postings Sep Aug Jul Jun May Apr 11 1 95.8% 98.0% 97.1% 95.7% 98.3% 97.3% 97.0% 32 2 92.8% 92.1% 90.3% 89.3% 84.6% 92.2% 90.2% 21 3 91.5% 88.5% 83.2% 94.0% 93.7% 93.5% 90.7% 35 4 91.0% 86.8% 85.2% 78.5% 80.5% 68.2% 81.7% 14 5 89.5% 89.1% 90.0% 90.1% 92.3% 92.1% 90.5% 26 6 83.8% 84.4% 90.2% 86.5% 77.8% 63.9% 81.1% 25 7 83.0% 73.6% 81.9% 72.1% 84.8% 87.9% 80.5% 15 8 70.4% 66.6% 53.3% 56.3% 56.6% 39.0% 57.0% 20 9 64.9% 66.5% 70.1% 56.9% 40.9% 72.7% 62.0% 31 10 62.3% 47.4% 22.7% 38.4% 26.0% 93.0% 48.3% 16 11 61.0% 62.8% 54.5% 45.9% 41.7% 62.7% 54.8% 17 12 57.9% 42.1% 32.3% 71.6% 60.3% 60.3% 54.1% 33 13 56.8% 75.5% 64.8% 80.3% 79.7% 73.5% 71.8% 13 14 52.2% 34.9% 61.0% 52.8% 58.9% 48.7% 51.4% 24 15 48.9% 66.7% 86.9% 87.7% 83.6% 74.5% 74.7% 28 16 46.4% 45.5% 19.3% 40.3% 28.8% 32.4% 35.4% 27 17 43.7% 26.5% 31.5% 24.3% 22.2% 17.2% 27.6% 19 18 41.5% 28.4% 50.1% 48.1% 71.1% 81.0% 53.4% 23 19 39.1% 52.3% 57.1% 86.4% 87.7% 88.9% 68.6% 22 20 36.8% 18.7% 19.3% 52.9% 66.4% 64.3% 43.1% 12 21 36.6% 43.2% 33.1% 65.7% 69.0% 86.0% 55.6% 30 22 36.3% 22.6% 23.5% 85.8% 81.5% 70.3% 53.3% 29 23 34.1% 44.9% 50.2% 28.3% 48.9% 36.9% 40.5% 34 24 33.4% 37.9% 23.1% 21.7% 29.7% 22.6% 28.0% 18 25 32.6% 68.4% 80.4% 88.4% 83.8% 91.6% 74.2% 59.3% 58.5% 58.0% 65.5% 66.0% 68.4% 62.6% Monthly Ranking Monthly Average Technician Number Monthly Scorecard Performance Six Month Average 41© 2015 MetricNet, LLC, www.metricnet.com
  • 42. 1. Performance Measurement and Management as a Holistic Discipline 2. Annual Benchmarking – 1:1 Correspondence 3. Significant Investments in Technician Training 4. Understanding and Exploiting TCO and First Level Resolution 5. Selective Investments in Technology – Remote Control and Knowledge Management 6. Process Optimization (ITIL, ITSM) 7. Driving Accountability to Technician Level 8. Marketing Service and Support 9. The Widespread Adoption of ROI Analysis 10. Managing Service and Support as a Business Empirical Observations from the Best-in-Class 42© 2015 MetricNet, LLC, www.metricnet.com
  • 43. 43 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 © 2015 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)
  • 44. 44 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 © 2015 MetricNet, LLC, www.metricnet.com Support Has an Opportunity to Minimize TCO
  • 45. Cost of Resolution: North American Averages 45© 2015 MetricNet, LLC, www.metricnet.com
  • 46. 46 0 10 20 30 40 50 60 70 0 1 2 3 4 5 ProductiveHoursLostperEmployeeperYear 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 © 2015 MetricNet, LLC, www.metricnet.com
  • 47. 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 47© 2015 MetricNet, LLC, www.metricnet.com Desktop Support Drives Customer Satisfaction for All of IT
  • 48. What We Learned from Benchmark 2014  Desktop Support is now being managed as a strategic asset within the enterprise  One that can reduce the overall cost of IT  Dramatically improve the productivity of end-users  And drive a positive view of IT  World-Class Desktop Support organizations have a number of success factors in common 1. Part of an end-to-end support process 2. An understanding of the economics of TCO for user support 3. Active efforts to maximize First Contact, and First Level resolution rates 4. Use performance metrics diagnostically and prescriptively 5. Invest in technician training, coaching, and career pathing 6. Have active internal marketing efforts 7. And aggressively promote and communicate the value delivered by Desktop Support 48© 2015 MetricNet, LLC, www.metricnet.com
  • 50. Thank you for attending this session. Don’t forget to complete an evaluation form!
  • 51. 5151© 2014 MetricNet, LLC, www.metricnet.com 2014 Total Traffic MOM Bad Referral Traffic Visit MetricNet at the Annual HDI Conference in Las Vegas! More info at metricnet.com/hdiconf15 Session 107: Benchmark 2014: Global Results for Desktop Support Wednesday, March 25, 2015 at 10:15am Session 401: The Role of IT Leadership in Service and Support Thursday, March 26, 2015 at 10:00am Session 705: Past and Present: 25 Years of Service Desk KPIs Friday, March 27, 2015 at 9:00am
  • 55. Your Speaker: Jeff Rumburg © 2015 MetricNet, LLC, www.metricnet.com  Co Founder and Managing Partner, MetricNet, LLC  Winner of the 2014 Ron Muns Lifetime Achievement Award  Former CEO, The Verity Group  Former Vice President, Gartner  Founder of the Service Desk Benchmarking Consortium  Author of A Hands-On Guide to Competitive Benchmarking  Harvard MBA, Stanford MS 55
  • 56. Benchmarking is MetricNet’s Core Business Call Centers Telecom Information Technology Satisfaction  Customer Service  Technical Support  Telemarketing/Telesales  Collections  Service Desk  Desktop Support  Field Support  Price Benchmarking  Customer Satisfaction  Employee Satisfaction 56© 2015 MetricNet, LLC, www.metricnet.com
  • 57. 27 Years of IT Service and Support Benchmarking Data More than 3,000 IT Service and Support Benchmarks Global Database 70+ Key Performance Indicators More than 120 Industry Best Practices 57© 2015 MetricNet, LLC, www.metricnet.com
  • 58. Meet a Sampling of Our Clients MetricNet Conducts benchmarking for IT Service and Support organizations worldwide, and across virtually every industry sector. 58© 2015 MetricNet, LLC, www.metricnet.com
  • 59. You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com 59© 2015 MetricNet, LLC, www.metricnet.com