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Incident Management Metrics
- 1. University of Miami University of Miami How Am I Really Doing? Incident Management Metrics A University of Miami Case Study Eddie Vidal Manager, Enterprise Support Services September 19, 2012
- 2. University of Miami University of Miami Objectives โข UM Approach โ Keeping it simple โข Useful information โ Why itโs important to use metrics. โข Obtain Buy-in โข Create Professional Development Program 2
- 3. University of Miami University of Miami Setting Expectations โข Do we know what is expected of us? โข If you knew, would you do your job better? โข If you knew the results of your work? โ Know your strengths โ Work on weaknesses โข Praise, Praise, Praise 3
- 4. University of Miami University of Miami UM Approach โ Why? โข Recognize top performers โข To demonstrate management cares โข Our goal is to achieve better morale, fair treatment to each team member and obtain consistent performance on a daily basis 4
- 5. University of Miami University of Miami UM Approach โ Why? โข Specify required performance levels โข Track individual and team performance โข Plan for head count โข Allocate resources โข Justification for promotions and salary increases 5
- 6. University of Miami University of Miami UM Approach โข Researched best practices, contacted HDI peers and used HDI Focus Books โข Several Revisions โข Involved and Gained Acceptance from Team โข Obtained buy-in from Management 6
- 7. University of Miami University of Miami Acceptance As a team member of the IT Support Center I have participated, provided feedback and helped develop the measurements used for our annual review and recognition plan. I, hereby, acknowledge that I have read and understand the IT Support Center Measurement procedures. By signing, I acknowledge and agree to the criteria by which I will be measured and understand what is expected of me. _________________ ____________________ Employee Signature Print Name _________________ ____________________ Authorized Signature Print Name _________________ _____________________ Date Date 7
- 8. University of Miami University of Miami Service Desk Analyst Employee of the Month Spotlight on Success โข One paid day off!!! โข Must reach score of 90% or higher โข One employee eligible per calendar month* *If we have a tie, the employee entering the most Service Requests and Incidents will be the winner. 8
- 9. University of Miami University of Miami UM Tools โข Service Desk ACD โ Nortel/Symposium โข Incident Management System โ Compco by MySoft โข Reports - Crystal and Excel โข Database Administrator 9
- 10. Service Year Phone Calls Incidents Requests 1 26,344 9,830 5,044 2 35,922 15,008 5,339 3 40,719 25,447 6,076 4 40,270 27,791 5,832 10
- 11. University of Miami University of Miami What is Measured? 1. Call Monitoring 15% 2. Incident Tracking 15% 3. Average Talk Time 10% 4. Percent Available/Logged in Time 10% 5. First Call Resolution 10% 6. Percent of Service Requests Entered 15% 7. Percent of Team Calls Answered 10% 8. Service Request/Incident Tracking Accuracy 15% 11
- 12. University of Miami University of Miami Metrics โ Call Tracking โข Percent of incidents entered based on total calls answered โ Example: 75 incidents entered / 100 calls received = 75% โข Weight 15% โข Goal 70% โ 70% or higher 15 points โ 50% to 69%, 12 points 12
- 13. University of Miami University of Miami Why Do We Track Incidents? โข To build a repository to identify customer training and education needs โข Ability to build self-help solutions to allow customers to resolve many issues with less impact on the support staff โ Level 0 support โข Leads to Problem, Change, Knowledge and Release Management? 13
- 14. University of Miami University of Miami Service Requests/Incident Accuracy โข Weight 15% โข Goal 95% accuracy โข Criteria used for grading โข Location โข Location โข Location 14
- 15. University of Miami University of Miami Service Request/Incident Tracking Accuracy โข Has the customer been contacted with in 24 hours? โข Are diary entries user friendly? โ Does the customer understand it? โข Was the customer kept in the loop? โข Was customer sign-off obtained? 15
- 16. University of Miami University of Miami University of Miami Approach - Scoring โข Subjective โข Objective โ Maybe โ Yes โ Not sure โ No โ Hmm โ I think so 16
- 17. University of Miami University of Miami Percent of Calls Percent of Service Answered Requests Entered โข Are users calling published number? โข Do you have one Analyst answering most of the calls? 17
- 18. University of Miami University of Miami First Call Resolution (FCR) โข Percentage of incidents resolved on the initial contact with the customer โข Used to measure the knowledge and skill level of the analyst โข Weight 10% โข Telecom Goals: 60% 18
- 19. University of Miami University of Miami Percent Available Time โข Percentage of total time the analyst has been available to take incoming or make outgoing calls โข Talk time (ACD + DN) + Waiting time โ Not Ready time = % Available โข Weight 10% โข Goal: 6 hours 30 minutes of time logged in to the ACD 19
- 20. University of Miami University of Miami Average Talk Time โข Average talk time per analyst โข Average time an analyst spends talking to a customer on each call โข Used to determine staffing and training needs โข Weight 10% โข Goal 5 minutes โข 5 minutes or less 10 points โข 5 minutes or over 0 points 20
- 21. University of Miami University of Miami Call Monitoring In order to improve the customer experience, evaluation of calls are reviewed and graded 21
- 22. University of Miami University of Miami Four Part Scoring โข Greeting the customer โข Key points during the call โข Ending the call โข Behavioral Questions 22
- 23. Greeting the Customer 1 Introduce yourself 2 Nameยฒ How may I3help you
- 24. Key Points During the Call ID Customer Dept 1 Plan of Action 6 Verify 2 Address Timeline for Resolution 7 Verify Phone Number 3 Provide Tracking # 8 Verify Tracking # 4 Transferring Calls 9 Summarize Call 5 Placing on Hold 10
- 25. Ending the Call 1 Offer further assistance 2 Thank customer for calling Encourage future calls 3 4 End call on positive note 5 Allow customer to have last word
- 26. Behavioral Questions 1 Answered all callerโs questions 2 Attitude positive and friendly Speak audibly and clearly 3 4 Apologize for inconveniences caused 5 Courteous and empathetic
- 27. 27 University of Miami University of Miami
- 28. University of Miami University of Miami Taking it to another level โข Use an incident for same call โข Follow the trail from beginning to end โข To post or not to post? โข Create competition 28
- 29. University of Miami University of Miami Bonus Points โข Knowledge Database Document Contribution โข Training, ULearn โข Seminars attended โข Must return and present to the team what you learned from the seminar and how it can be applied to the job or team โข Presentations to the Team (SME) โข Unsolicited Customer Commendations 29
- 30. University of Miami University of Miami Additional Performance Appraisal Requirements โข Professional Development โข 10 hours of class time per calendar year: โข PDTO CBL โข Conflict Resolution in Everyday Life, Customer Service for the Professional, Setting Personal Goals โข Certification once per year โข Microsoft Certified Desktop Support Technician (MCDST) โข Microsoft Certifications for IT Professionals โข A+, Network +, Security +, ITIL, VoIP 30
- 31. University of Miami University of Miami
- 32. University of Miami University of Miami Customer Surveys 1. Overall quality of IT Support Center Staff? 2. IT Support Staff handling my problem was knowledgeable? 3. IT Support Staff handling my problem was courteous and professional? 4. Incident was resolved to my complete satisfaction? 5. Resolution of your incident completed in a timely manner? 32
- 33. 33 University of Miami University of Miami
- 34. 34 University of Miami University of Miami
- 35. 35 University of Miami University of Miami
- 36. University of Miami University of Miami Three Takeaways ๏ผ UM Approach โ Keeping it simple ๏ผ Useful information โ Why itโs important to use metrics. ๏ผ What we have gained โ can you apply it to your job? 36
- 37. University of Miami University of Miami Eddie Vidal โข HDI & Fusion Track Chair โข HDI & Fusion Conference Speaker โข HDI Desktop Support & Member Advisory Board โข HDI Southeast Regional Director โข President of South Florida HDI Local Chapter โข Published in Support World Magazine โข HDI Support Center Manager Certified โข ITIL V3 Foundation & OSA Certified Manager, Enterprise Support Services http://www.linkedin.com/in/eddievidal evidal@miami.edu @eddievidal eddie_vidal@yahoo.com 305-439-9240 37