How Remote Monitoring and Management Will
             Revolutionize Your Help Desk

                  Andrew Kurtz
     P...
The three questions you’ll ask
• What is the difference between my help
  desk and a proactive help desk?
• Why is a proac...
What is the difference
between my help desk and a
   proactive help desk?
Traditional vs. Proactive
Maturity Phase                                    Phase Characteristics
Firefighting            ...
Traditional vs. Proactive
Level        Characteristics                                   % of Organizations
Chaotic      A...
Traditional vs. Proactive
Help Desk                                Service Desk
Always in a reactive mode                P...
Why is a proactive help desk
       actually better?
Why Is Proactive Better?
Why Is Proactive Better?
Incident Communication                                                              Average cost ...
Why Is Proactive Better?
Types of Questions                                                                       Call Vol...
Why Is Proactive Better?
 Incident Type                          Frequency
 Non-repetitive                         25-30%
...
Why Is Proactive Better?
• Two important help desk myths to
  acknowledge
  – End users report every problem to the help
 ...
Why Is Proactive Better?
• Impact of a “Service Desk”
  – Higher customer satisfaction
  – Reduced per incident cost
  – I...
Why Is Proactive Better?
• Importance of delivering service
  – Essential source of revenue and profit
  – VAR averages
  ...
Now that I’m totally
convinced, how do I get there
        from here?
Getting There From Here
•   Tools don’t make you proactive
•   How mature are you now?
•   Don’t try to jump levels
•   In...
Getting There From Here
• Decisions
   – Are you totally committed?
   – What level are you trying to reach?
   – What bus...
Getting There From Here
• A Top-Down Decision
  – Take the first step
  – Total Organization Buy-In
    • Sales
    • Inst...
Getting There From Here
• Crawl before you walk
   – Measure your baseline
   – Start simple
   – Monitor the big hit item...
Getting There From Here
• Walk before you run
   – Analyze
   – Add monitoring
   – Automate fixes
   – Measure




 Every...
Getting There From Here
• Run
   – Continuous Cycle
       •   Analyze
       •   Add monitoring
       •   Automate fixes...
Questions

   Andrew Kurtz
      Vigilix, LLC
andrew.kurtz@vigilix.com
How Remote Monitoring And Management Will Revolutionize Your Help Desk   Rsap 07 09
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Maturity Model for POS Help Desk / Support Services.

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How Remote Monitoring And Management Will Revolutionize Your Help Desk Rsap 07 09

  1. 1. How Remote Monitoring and Management Will Revolutionize Your Help Desk Andrew Kurtz Place Your Photo Here President/CEO Vigilix, LLC andrew.kurtz@vigilix.com
  2. 2. The three questions you’ll ask • What is the difference between my help desk and a proactive help desk? • Why is a proactive help desk actually better? • Now that I’m totally convinced, how do I get there from here?
  3. 3. What is the difference between my help desk and a proactive help desk?
  4. 4. Traditional vs. Proactive Maturity Phase Phase Characteristics Firefighting Almost all activity starts with a customer call. Most information must be supplied by end-user Only technology might be a call tracking system Reactive Adds monitoring and data collection tools Some activity is initiated by system detected alerts Systems provide information about system changes Proactive More end-user access to self-help Introduction of formal change management processes Introduction of Service Level Agreements Preventative Introduction of formal root cause analysis Expanded change management process * Summary of information from The Gartner Group
  5. 5. Traditional vs. Proactive Level Characteristics % of Organizations Chaotic Ad hoc, undocumented, unpredictable, no 3% monitoring tools, end-user initiated activities Reactive Fire fighting, alert and event management, 40% introduction of simple metrics Proactive Analyze trends and predict problems, 44% automate, mature change, problem and configuration management Service Guarantees SLA, measure and report 12% availability, self-help tools Value Strategic business partner, business planning, 1% it and business metric linkages
  6. 6. Traditional vs. Proactive Help Desk Service Desk Always in a reactive mode Proactively addressing issues Focus is on resolving issues Focus is on providing service management Once solved, case close Find root cause Solving the same problems again and Recognizing and solving problems before again they happen Each call is handled individually Fixes to common issues is automated KPI focus on call times and first call Customer service is added as a KPI, such resolution as # of incidents restored within SLA, # of repeat problems, # of root cause problems identified and fixed Help desk is in a vacuum Service desk identifies opportunities
  7. 7. Why is a proactive help desk actually better?
  8. 8. Why Is Proactive Better?
  9. 9. Why Is Proactive Better? Incident Communication Average cost per incident Phone $27.60 E-mail $21.67 Chat/IM $17.90 Self-Service $13.50 * Summary of information from the Help Desk Institute Practices and Salary Survey
  10. 10. Why Is Proactive Better? Types of Questions Call Volume “How do I…”? 27-43% Password issues 20-35% Outage 12-25% Break/Fix 10-20% Service Request 5-22% Installation, Move, Add, Change (IMAC) 5-18% * Summary of information from The Gartner Group, Understanding Service and Support Mix
  11. 11. Why Is Proactive Better? Incident Type Frequency Non-repetitive 25-30% Time-sensitive, repetitive (possible 60-65% automation) Repetitive (ripe for automation) 15-20% * Summary of information from Meta
  12. 12. Why Is Proactive Better? • Two important help desk myths to acknowledge – End users report every problem to the help desk – A case closed is a problem solved
  13. 13. Why Is Proactive Better? • Impact of a “Service Desk” – Higher customer satisfaction – Reduced per incident cost – Identification of new business opportunities – Become a more strategic partner – Centralized data site
  14. 14. Why Is Proactive Better? • Importance of delivering service – Essential source of revenue and profit – VAR averages • 58% of gross margins from services • Primarily reactive, on-site maintenance – Threats from ISVs and Hardware Providers
  15. 15. Now that I’m totally convinced, how do I get there from here?
  16. 16. Getting There From Here • Tools don’t make you proactive • How mature are you now? • Don’t try to jump levels • Incremental changes
  17. 17. Getting There From Here • Decisions – Are you totally committed? – What level are you trying to reach? – What business model changes are needed? – What services do you offer? – How and when do you market your services? – Self-hosted v SaaS systems Every successful complicated system started as a successful simple system
  18. 18. Getting There From Here • A Top-Down Decision – Take the first step – Total Organization Buy-In • Sales • Installation • Support – Incentives • Commissions • Proactive Support Cases Closed
  19. 19. Getting There From Here • Crawl before you walk – Measure your baseline – Start simple – Monitor the big hit items – Measure the impact Every successful complicated system started as a successful simple system
  20. 20. Getting There From Here • Walk before you run – Analyze – Add monitoring – Automate fixes – Measure Every successful complicated system started as a successful simple system
  21. 21. Getting There From Here • Run – Continuous Cycle • Analyze • Add monitoring • Automate fixes • Measure and repeat – Customer reporting – Find revenue opportunities Every successful complicated system started as a successful simple system
  22. 22. Questions Andrew Kurtz Vigilix, LLC andrew.kurtz@vigilix.com

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