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Metrics that Matter: Focusing on key metrics for an efficient service desk and happy users

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Metrics that Matter: Focusing on key metrics for an efficient service desk and happy users

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Metrics that Matter: Focusing on key metrics for an efficient service desk and happy users

  1. 1. FreshTheme
  2. 2. 20+ years in ITSM (Wall Street, PwC, InfoManage) SMB, Mid-market and Enterprise Infrastructure, software, desktop, helpdesk Alan Berkson Director of Community Outreach Freshservice
  3. 3. Why do we need metrics? Feedback loop for improvement Show ROI
  4. 4. Q.What do you do?
  5. 5. A. Keep you up and running. Q.What do you do?
  6. 6. How will your success be
  7. 7. Why do we need metrics? Cost per Contact? Uptime? SLA’s? First Contact Resolution Rate? End-user Satisfaction? Agent Utilization? Agent Satisfaction?
  8. 8. The burning questions • How do you justify your existence? • How do you know what staffing levels are needed? • How do you know when you need to hire additional staff? • What skillsets do you need? • How can you tell how efficient your service desk is now? • Do your users have visibility into the process? Do they know what to expect? Are they happy?
  9. 9. Acme Entertainment Case study
  10. 10. Acme Entertainment CIO is concerned about the quality and effectiveness of her Help Desk and IT infrastructure support. • Organization has grown over the last 5 years; • Implemented e-commerce site – went from extended business day to 24x7 support; • IT director wants to add more staff because they feel overworked; • User community not entusiastically satisfied with overall support. The Challenge
  11. 11. The Challenge 50+remote users 400+ Users 75+400 24x7website/eCommerce 8am-8pm M-F 10am-8pm Sat 12pm-6pm Sun Acme Entertainment
  12. 12. IT Director Senior System/Network Administrator System administrator Application Support 3 Helpdesk/Desktop Support Acme Entertainment Staffing
  13. 13. User concerns “Insufficient knowledge of common applications – need product experts for MS Office.” “Problems not fixed immediately tend to linger without being resolved.” “Help Desk technicians can’t judge the level of expertise of the caller.” “Help Desk doesn’t distinguish between a real emergency and just a problem.” “Help Desk not directly connected to Application Support – should be one phone call.” “No weekend support for Citrix.” “Help Desk technicians don’t understand how users use technology.” “Not enough communication as to the status of open issues.” “Not enough “root cause analysis” – fixing a symptom but not the problem.” Acme Entertainment
  14. 14. Acme Entertainment Case study How can we help them?
  15. 15. 3METRICS THREE KEY SLA Load CSAT Acme Entertainment
  16. 16. 3 Key Metrics Happy Customers? SLA Load CSAT Setting/Meeting Expectations Understanding time/effort spent
  17. 17. Service Level Agreements More than half the battle in having satisfied end-users? Setting and managing expectations. SLA
  18. 18. What will you do? When will it be done? Service Level Agreements SLA
  19. 19. Help your customers understand how to do business with you. Service Level Agreements SLA
  20. 20. What will you do? • Service Catalog • Priority Based SLA’s (P1=2hr, P2=8hr, P3=Next Day) • Incidents vs. Service Requests SLA Service Level Agreements
  21. 21. So How DoYou HitYour SLA’s?
  22. 22. So How DoYou HitYour SLA’s? (Hint: How are you spending your time?)
  23. 23. SLA Important Not Important Urgent Not urgent
  24. 24. SLA Important Not Important Urgent Not urgent You’re going to have a mix of incidents requests and service requests. Incidents are urgent but not always important Incidents can be related to Problems Problems are often important but may not be urgent.
  25. 25. Where are you spending your TIME?
  26. 26. Load Incidents Service Requests Problems Change Requests Load
  27. 27. Load When the phone rings (or email/chat/etc), it’s generally: a) Incident b) Service Request Load
  28. 28. Increases…. Do you need to hire more people? What are the “hotspots?” Load Load -Volume of tickets
  29. 29. Load -Volume of tickets It’s normal that the volume of tickets will increase. The question is the type of tickets that are increasing: 1- Service requests 2- Incidents Load
  30. 30. or Load
  31. 31. Problem = Known Issues Problem Aging Problem Management Load
  32. 32. An increase in incidents could mean you’re not handling problems and known issues. Problem Management = Reduced Load - Problem aging - Known issues Load Load - indications
  33. 33. Load - indications Where are your hotspots? Pinpoint where you need to focus Are there underlying problems not being addressed? Load
  34. 34. Is the customer HAPPY?
  35. 35. Customer Satisfaction Surveys As simple as Good/OK/Bad. CSAT After each ticket Random users Periodic Audits
  36. 36. Focusing on just these metrics: Move from incident-driven mentality to problem management mentality Volume of Incidents (and tickets) go down Realistic SLA’s give more transparency and manage expectations Customer satisfaction – and confidence – go up; trust No change in staffing levels Results CSAT Acme Entertainment
  37. 37. Key Metrics Happy Customers? SLA Load CSAT Setting/Meeting Expectations Understanding time/effort spent
  38. 38. freshservice.com @freshserviceapp

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