More Related Content Similar to Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | MetricNet Certified (19) Free Desktop Support Training Series | The Zen of Support - The Path to Strategic Enlightenment | MetricNet Certified1. The Zen of Support
The Path to Strategic Enlightenment!
MetricNet Best Practices Series
3. Session 101: The Economic Impact of Support
Wednesday April 17th 10:15 am
Session 408: Cause-and-Effect for Desktop Support KPI’s
Thursday April 18th at 10:00 am
Visit MetricNet at the Annual HDI Conference in Las Vegas
4. The Zen of Support
The Path to Strategic Enlightenment!
MetricNet Best Practices Series
5. Empirical Observations from Our Global Benchmarking Database
More than 2,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
6. 5
Newer and less evolved
support organizations
are in this category
A reactive “fire-fighting”
mentality prevails at this
stage
Focus tends to be
almost exclusively on
service level compliance
Support is continuously
playing catch-up with
user needs and
expectations
The primary purpose of a
strategic support
organization is to make end
users more productive, and
to drive a positive view of IT
A preventive, proactive
culture prevails
Support anticipates user
needs and expectations, and
provides services
accordingly
Customer enthusiasm
and value creation is the
goal!
Heavy investments in
training, tools, and
metrics characterize this
stage
A knowledge base of
problem solutions is
typically established
An expert network of
problem solvers is
developed outside of
support
User self-help begins:
user-enabled password
resets, user searchable
knowledge base
Reactive Stage Growth Stage Strategic Stage
The Maturity Continuum in IT Support
© MetricNet, LLC, www.metricnet.com
7. IT Support as a Business Enterprise
6© MetricNet, LLC, www.metricnet.com
Create Value
Metrics Focused
Proactive
Marketing
8. 7© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
A Business Model for IT Support
Value
Proactive
Metrics
Marketing
Model
Component Description
1. Value
Leverage end-
user productivity
and TCO
2. Metrics
Holistic and
diagnostic
application of
KPI’s
3. Proactive
Anticipate user
needs and
expectations
4. Marketing
Actively manage
stakeholder
perceptions
9. 8© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
Value: A Business Model for IT Support
Value
Proactive
Metrics
Marketing
Model
Component Description
1. Value
Leverage end-
user productivity
and TCO
2. Metrics
Holistic and
diagnostic
application of
KPI’s
3. Proactive
Anticipate user
needs and
expectations
4. Marketing
Actively manage
stakeholder
perceptions
10. 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
Support Drives Customer Satisfaction for All of IT
9© MetricNet, LLC, www.metricnet.com
Value
11. 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
10© MetricNet, LLC, www.metricnet.com
Value
12. Support Has an Opportunity to Minimize TCO
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
11© MetricNet, LLC, www.metricnet.com
Value
14. 13© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
Metrics: A Business Model for IT Support
Value
Proactive
Metrics
Marketing
Model
Component Description
1. Value
Leverage end-
user productivity
and TCO
2. Metrics
Holistic and
diagnostic
application of
KPI’s
3. Proactive
Anticipate user
needs and
expectations
4. Marketing
Actively manage
stakeholder
perceptions
15. 14© MetricNet, LLC, www.metricnet.com
The Premise Behind Support KPI’s
We’ve all heard the expression…
“If you’re not measuring it…
you’re not managing it!”
But there’s more to the story…Lots more!
Metrics
16. Some Common Service Desk Metrics
Cost per Ticket
First Level Resolution Rate
Cost
Service Level
Quality
Call HandlingAgent
Average speed of answer
(ASA)
Call abandonment rate
% Answered within 30
Seconds
Average hold time
Average time to abandon
Percent of calls blocked
Contacts per Agent per
Month
Agent Utilization
Agents as % of Total
FTE’s
Customer Satisfaction
Call Quality
First Contact Resolution Rate
Agent Occupancy
Annual Agent Turnover
Daily Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Schedule Adherence
Agent Tenure
Agent Job Satisfaction
Contact Handle Time
% Escalated Level 1
Resolvable
User Self-Service
Completion Rate
And there are hundreds more!!
Productivity
15© MetricNet, LLC, www.metricnet.com
Metrics
17. Some Common Desktop Support Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request
Cost Productivity
Service Level
Quality
Ticket Handling
Technician Average Incident Response
Time (min)
% of Incidents Resolved in
24 Hours
Mean Time to Resolve
Incidents (hours)
Mean Time to Complete
Service Requests (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
% of Tickets Re-opened
Technician Satisfaction
New Technician Training
Hours
Annual Technician Training
Hours
Annual Technician Turnover
Technician Absenteeism
Technician Tenure (months)
Technician Schedule
Adherence
Average Incident Work
Time (min)
Average Service Request
Work Time (min)
Average Travel Time per
Ticket (min)
And there are hundreds more!!
Workload
Tickets per Seat per Month
Incidents per Seat per
Month
Service Requests per Seat
per Month
Incidents as a % of Total
Ticket Volume
16© MetricNet, LLC, www.metricnet.com
Metrics
18. 17© MetricNet, LLC, www.metricnet.com
The Dilemma with IT Support KPI’s
Lots and Lots of data
But not enough analysis…
Not enough Insight…
And not enough Action!!
Metrics
19. 18© MetricNet, LLC, www.metricnet.com
Two Paradigms for IT Support Metrics
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!
Metrics
20. 19© MetricNet, LLC, www.metricnet.com
Service Desk KPI’s: Which Ones Really Matter?
Cost per TicketCost
Productivity
Quality
Call Handling
Agent Utilization
Customer Satisfaction
First Contact Resolution Rate
Agent Agent Job Satisfaction
Aggregate Balanced scorecard
TCO First Level Resolution Rate
Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!
Metrics
21. Desktop Support KPI’s: Which Ones Really Matter?
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
© MetricNet, LLC, www.metricnet.com 20
Metrics
22. 21© MetricNet, LLC, www.metricnet.com
Service Desk KPI’s: Which Ones Really Matter?
Cost per TicketCost
Productivity
Quality
Call Handling
Agent Utilization
Customer Satisfaction
First Contact Resolution Rate
Agent Agent Job Satisfaction
Aggregate Balanced scorecard
TCO First Level Resolution Rate
Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!
Metrics
23. Aggregate Metrics: The Balanced Scorecard
Step 1
Six 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
22
Metrics
Worst Case Best Case
Cost per Contact 25.0% $55.28 $9.15 $21.83 72.5% 18.1%
Customer Satisfaction 25.0% 63.7% 97.5% 77.2% 39.9% 10.0%
Agent Utilization 15.0% 30.9% 64.4% 47.0% 48.0% 7.2%
Net First Contact Resolution Rate 15.0% 51.8% 87.5% 70.2% 51.4% 7.7%
Agent Job Satisfaction 10.0% 53.5% 91.5% 73.4% 52.4% 5.2%
Average Speed of Answer 10.0% 192 13 60 73.5% 7.3%
Total 100.0% N/A N/A N/A N/A 55.6%
Performance RangeMetric
WeightingPerformance Metric
Balanced
Score
Your
Performance
Metric
Score
24. 23© MetricNet, LLC, www.metricnet.com
Benchmarking Your Overall Performance
23© MetricNet, LLC, www.metricnet.com
Metrics
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
BalancedScores
High 86.5%
Average ----- 50.3%
Median 50.3%
Low 13.8%
Your Score 55.6%
Balanced Scores
Key Statistics
High 86.5%
Average ----- 50.3%
Median 50.3%
Low 13.8%
Your Score 55.6%
Balanced Scores
Key Statistics
25. The Performance Trend in IT Support
24© MetricNet, LLC, www.metricnet.com
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
ITSupportBalancedScore
12 Month Average Monthly Score
Metrics
27. 26© MetricNet, LLC, www.metricnet.com
Service Desk KPI’s: Which Ones Really Matter?
Cost per TicketCost
Productivity
Quality
Call Handling
Agent Utilization
Customer Satisfaction
First Contact Resolution Rate
Agent Agent Job Satisfaction
Aggregate Balanced scorecard
TCO First Level Resolution Rate
Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy!
Metrics
29. 28© MetricNet, LLC, www.metricnet.com
Your IT Support
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 Benchmarking Methodology
Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!
Metrics
30. 29© MetricNet, LLC, www.metricnet.com
Cost per Ticket HigherLower
Higher
AFTER BENCHMARKING
STARTING POINT: BEFORE
BENCHMARKING
BEST-IN-CLASS
PERFORMANCE CURVE
AVERAGE PERFORMANCE CURVE
The Goal of Benchmarking
Metrics
33. Benchmarking Performance Summary
Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!
Sample Data Only! Not Intended for Benchmarking Purposes!
Metrics
32© MetricNet, LLC, www.metricnet.com
Average Min Median Max
Cost/Contact $28.17 $22.96 $6.59 $22.56 $38.44
First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%
Contacts/Agent-Month 429 504 373 487 699
Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%
Average Speed of Answer (ASA) in seconds 18 45 12 34 187
Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%
Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%
Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%
Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%
Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%
Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%
New Agent Training Hours 36 79 20 69 241
Ongoing Agent Annual Training Hours 12 34 0 20 130
Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%
Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4%
Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55
First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%
IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%
Agent
Call Handling
Cost
Productivity
Service Level
Quality
Metric
Type Key Performance Indicator (KPI)
Your
Score
Peer Group
34. The Foundation Metrics: Cost and Quality
Cost/Contact
(Efficiency)
Customer Satisfaction
(Effectiveness)
Metrics
33© MetricNet, LLC, www.metricnet.com
35. 34
Foundation Metrics: Cost vs. Quality
Lower Cost
Cost (Efficiency)
Quality(Effectiveness)
Top Quartile
Efficient and Effective
Lower Quartile
Middle Quartiles
Effective but not Efficient
Middle Quartiles
Efficient but not Effective
Your Service
Desk
Peer Group
Higher Cost
Lower
Quality
Higher
Quality
Metrics
© MetricNet, LLC, www.metricnet.com
36. Agent Utilization and First Contact Resolution Rate
Cost/Contact Customer Satisfaction
Agent
Utilization
First Contact
Resolution
Metrics
35© MetricNet, LLC, www.metricnet.com
37. Agent Utilization Drives Cost per Contact
$0
$5
$10
$15
$20
$25
$30
$35
$40
$45
20% 30% 40% 50% 60% 70% 80%
Agent Utilization
CostperContact
Metrics
36© MetricNet, LLC, www.metricnet.com
38. Agent Utilization Defined
Agent Utilization is a measure of the actual time agents spend providing direct customer
support in a month, divided by total time at work during the month
It takes into account both inbound and outbound contacts handled by the Agents, and
includes all contact types: voice, voice mail, email, web chat, walk-in, etc.
But the calculation for Agent Utilization does not make adjustments for sick days, holidays,
training time, project time, or idle time
By calculating Agent Utilization in this way, all Service Desks worldwide are measured in
exactly the same way, and can therefore be directly compared for benchmarking purposes
Agent
Utilization
((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +
(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)
=
37© MetricNet, LLC, www.metricnet.com
Metrics
39. Example: Service Desk Agent Utilization
Inbound Contacts per Agent per Month = 375
Outbound Contacts per Agent per Month = 225
Average Inbound Contact Handle Time = 10 minutes
Average Outbound Contact Handle Time = 5 minutes
Agent
Utilization
((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes)
(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)
= =
50.4%
Agent
Utilization
Agent
Utilization
((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +
(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)
=
38© MetricNet, LLC, www.metricnet.com
Metrics
40. First Contact Resolution Drives Customer Satisfaction
20%
40%
60%
80%
100%
20% 40% 60% 80% 100%
First Contact Resolution
CustomerSatisfaction
Metrics
39© MetricNet, LLC, www.metricnet.com
41. Service Levels: ASA and Abandonment Rate
Cost/Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Training Hours
Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
40© MetricNet, LLC, www.metricnet.com
42. ASA Drives Cost per Contact
$0.00
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
$40.00
0 50 100 150 200 250
Average Speed of Answer (sec)
CostperContact
Metrics
41© MetricNet, LLC, www.metricnet.com
43. Call Abandonment Rate Also Drives Cost per Contact
$0.00
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
$40.00
$45.00
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%
Call Abandonment Rate
CostperContact
Metrics
42© MetricNet, LLC, www.metricnet.com
44. ASA vs. Customer Satisfaction
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
0 5% 10% 15% 20%
ASA as a % of Total Handle Time
CustomerSatisfaction
Metrics
43© MetricNet, LLC, www.metricnet.com
45. Call Abandonment Rate vs. Customer Satisfaction
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0%
Call Abandonment Rate
CustomerSatisfaction
Metrics
44© MetricNet, LLC, www.metricnet.com
46. Training Hours Impact First Contact Resolution Rate
Cost/Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Training Hours
Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
45© MetricNet, LLC, www.metricnet.com
47. New Agent Training Hours vs. First Contact Resolution
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0 50 100 150 200 250 300 350
New Agent Training Hours
FirstContactResolutionRate
Metrics
46© MetricNet, LLC, www.metricnet.com
48. Annual Agent Training vs. First Contact Resolution
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Annual Agent Training Hours
FirstContactResolutionRate
Metrics
47© MetricNet, LLC, www.metricnet.com
49. A Summary of Service Desk KPI Correlations
Cost/Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution
Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
48© MetricNet, LLC, www.metricnet.com
50. Benchmarking Performance Summary
Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!
Sample Data Only! Not Intended for Benchmarking Purposes!
Metrics
49© MetricNet, LLC, www.metricnet.com
Average Min Median Max
Cost/Contact $28.17 $22.96 $6.59 $22.56 $38.44
First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%
Contacts/Agent-Month 429 504 373 487 699
Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%
Average Speed of Answer (ASA) in seconds 18 45 12 34 187
Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%
Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%
Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%
Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%
Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%
Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%
New Agent Training Hours 36 79 20 69 241
Ongoing Agent Annual Training Hours 12 34 0 20 130
Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%
Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4%
Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55
First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%
IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%
Agent
Call Handling
Cost
Productivity
Service Level
Quality
Metric
Type Key Performance Indicator (KPI)
Your
Score
Peer Group
51. 50© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
Proactive: A Business Model for IT Support
Value
Proactive
Metrics
Marketing
Model
Component Description
1. Value
Leverage end-
user productivity
and TCO
2. Metrics
Holistic and
diagnostic
application of
KPI’s
3. Proactive
Anticipate user
needs and
expectations
4. Marketing
Actively manage
stakeholder
perceptions
52. A Proactive Culture in IT Support
Some Common Proactive Behaviors
Root Cause Analysis / Closed Ticket Analysis
Marketing / Brand Management
Business Case Analysis for New Investments
Benchmarking
Goal-based Training
Cause-and-Effect Decision-making
Manage Agent Morale / Agent Job Satisfaction
Agent Scorecards
Proactive
51© MetricNet, LLC, www.metricnet.com
53. Some Common Proactive Behaviors
Root Cause Analysis / Closed Ticket Analysis
Marketing / Brand Management
Business Case Analysis for New Investments
Benchmarking
Goal-based Training
Cause-and-Effect Decision-making
Manage Agent Morale / Agent Job Satisfaction
Agent Scorecards
A Proactive Culture in IT Support
Proactive
52© MetricNet, LLC, www.metricnet.com
55. 54© MetricNet, LLC, www.metricnet.com
Managing Agent Morale and Job Satisfaction
Cost per Ticket Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution
Scheduling
Efficiency
Service Levels:
ASA and AR
Proactive
56. Agent Job Satisfaction vs. Customer Satisfaction
40%
50%
60%
70%
80%
90%
100%
40% 50% 60% 70% 80% 90% 100%
Agent Job Satisfaction
CutomerSatisfaction
Proactive
55© MetricNet, LLC, www.metricnet.com
57. Agent Job Satisfaction vs. Agent Turnover
0%
10%
20%
30%
40%
50%
60%
70%
80%
40% 50% 60% 70% 80% 90% 100%
Agent Job Satisfaction
AnnualAgentTurnover
Proactive
56© MetricNet, LLC, www.metricnet.com
58. 57© MetricNet, LLC, www.metricnet.com
Managing Agent Morale and Job Satisfaction
Cost per Ticket Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution
Scheduling
Efficiency
Service Levels:
ASA and AR
Proactive
59. 40%
50%
60%
70%
80%
90%
100%
0 10 20 30 40 50 60 70 80 90 100
Annual Agent Training Hours
AgentJobSatisfaction
Agent Training Hours vs. Agent Job Satisfaction
Proactive
58© MetricNet, LLC, www.metricnet.com
62. 61© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
Marketing: A Business Model for IT Support
Value
Proactive
Metrics
Marketing
Model
Component Description
1. Value
Leverage end-
user productivity
and TCO
2. Metrics
Holistic and
diagnostic
application of
KPI’s
3. Proactive
Anticipate user
needs and
expectations
4. Marketing
Actively manage
stakeholder
perceptions
63. 62© MetricNet, LLC, www.metricnet.com
The Role of Marketing in IT Support
We’ve all heard the expression…
“Expectations Not Set…
are Expectations Not Met!
So, let’s get serious about proactively managing
expectations!
Marketing
64. 63© MetricNet, LLC, www.metricnet.com
Perception vs. Reality in IT Support
LOWER COST HIGHERACTUAL VALUE
PERCEIVED
VALUE
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
Marketing
65. Perception Is Almost Always Worse Than the Reality
LOWER COST HIGHERACTUAL VALUE
PERCEIVED
VALUE
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
A Common (but
Dangerous) Operating
Position
64© MetricNet, LLC, www.metricnet.com
Marketing
66. Brand Management in IT Support
LOWER COST HIGHERACTUAL VALUE
PERCEIVED
VALUE
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
#1 Operational
Effectiveness
#2Brand
Management
65© MetricNet, LLC, www.metricnet.com
Marketing
67. Closing the Perception Gap
LOWER COST HIGHERACTUAL VALUE
PERCEIVED
VALUE
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
Closing
the
Perception
Gap
Where you Should Be
Where you Are
66© MetricNet, LLC, www.metricnet.com
Marketing
68. 67© MetricNet, LLC, www.metricnet.com
Brand Management: The Five W’s
1. Who – Who are the Key Stakeholder Groups?
2. What – What are the Key Messages?
3. When – When are You Going to Communicate Them?
4. Where/How – Where/How do You Reach the Stakeholders?
5. Why – Why are We Doing This?
Marketing
69. Key Success Factors in Marketing IT Support
Messages
Timing
Timing
Frequent Contact
• New employee orientation
• At session log-in
• During training
• During the incident
• At scheduled sessions
Messages
Multiple Messages
• Services
• Major initiatives
• Performance Levels
• FAQ’s
• Success Stories
Channels
Use All Available
• Log-in messages
• Newsletters
• Reference Guides
• Asset tags
• Surveys
• User Liaisons
Timing
68© MetricNet, LLC, www.metricnet.com
Marketing
70. 69© MetricNet, LLC, www.metricnet.com
The Most Common Communication Vehicles
Marketing
Where is IS failing to meet XXX needs?
Rank Fails Survey Question
1 - 22.1% 24. Availability of shared resources
2 - 16.2% 30. Your satisfaction with remote access services
3 - 14.7% 17. Continue using the IS Support Center
4 - 13.2% 28. Overall satisfaction with computing/network services
5 - 11.8% 21. The response to requested software changes
5 - 11.8% 29. Satisfaction with the current E-Mail services
7 - 10.3% 09. Current services provided by IS
8 - 8.8% 19. Developers understand your business requirements
9 - 8.8% 23. Reliability of business applications
10 - 7.4% 08. IS communication of products and services
10 - 7.4% 22. The response to requested enhancements
12 - 4.4% 07. IS value compared to the cost of services
12 - 4.4% 14. Value of IS Business Consultants
12 - 4.4% 20. Responsiveness to application maintenance requests
15 - 2.9% 12. Acquisition process for IT
15 - 2.9% 18. Applications provide the necessary functionality
12%
Avg.
2.9 % of XXX’s said issue18. failed to meet expectations.
Mean
for ALL
“fails”
Sort field
sequence
field
varriance
duplicate rank
Title of List
above
average
below
average
Selected Issues
Newsletters
Brown Bag
Sessions
Leave Behinds
Business Unit
Liaisons
Surveys Log-in Screens Webcasts FAQ Site
72. 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
Support Drives Customer Satisfaction for All of IT
71© MetricNet, LLC, www.metricnet.com
Marketing
73. 72© MetricNet, LLC, www.metricnet.com
Marketing Summary
Managing the gap between perception and reality is fairly
straightforward
It doesn’t take a lot of time, or cost a lot of money
But it is critically important
The success of your support organization depends as much on your
image, as it does on your actual performance!
The Benefits of effective Image Management Include:
Customer loyalty and positive word-of-mouth referrals
Credibility, which leverages your ability to Get Things Done!
A Positive Image for IT overall
High levels of Customer Satisfaction
Marketing
75. 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
74© 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)
76. 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
Support Drives Customer Satisfaction for All of IT
75© MetricNet, LLC, www.metricnet.com
77. 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
76© MetricNet, LLC, www.metricnet.com
78. 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
77© MetricNet, LLC, www.metricnet.com
Support Has an Opportunity to Minimize TCO
79. A Call to Action:
Your Opportunity to Excel!
78
80. Five Easy Ways to Get Started
Five Suggestions
to Get You Started!
1. Connect with MetricNet on
Social Media
2. Attend our Presentations at
the HDI Conference in April
3. Sign Up for Future
Webcasts
4. Download MetricNet’s Best
Practices Whitepapers
5. Sign up for a MetricNet
Benchmark
79© MetricNet, LLC, www.metricnet.com
4
3
2
1
The Business
of IT Support
Value
Proactive
Metrics
Marketing
81. Connect With MetricNet on Social Media
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Company Page
Best Practices in
Call Centers - Group
Best Practices in Customer
Satisfaction - Group
Best Practices in Desktop
Support - Group
Best Practices in Service
Desks - Group
Company PageBest Practices in
Service Desks -
Community
Best Practices in Desktop
Support - Community
Best Practices in Customer
Satisfaction - Community
Best Practices in Call
Centers - Community
82. MetricNet on Social Media
Like us on Facebook:
http://www.facebook.com/metricnet | Mention us using @MetricNet
Follow us on Twitter:
http://www.twitter.com/metricnet | Mention us using @MetricNet or #MetricNet
Follow our LinkedIn Company Page:
http://www.linkedin.com/company/metricnet
Become a Member of our MetricNet Certified LinkedIn Groups:
http://www.linkedin.com/groups/Best-Practices-in-Call-Centers-1801665
http://www.linkedin.com/groups/Best-Practices-in-Customer-Satisfaction-1825753
http://www.linkedin.com/groups/Best-Practices-in-Desktop-Support-4034463
http://www.linkedin.com/groups/Best-Practices-in-Service-Desks-1801657
Subscribe to YouTube:
http://www.youtube.com/metricnet
Follow our Google+ Company Page:
http://plus.google.com/u/0/b/111056508365533897358/111056508365533897358/posts
Mention us using +MetricNet
Become a Member of our Google+ Communities:
http://plus.google.com/u/0/b/111056508365533897358/communities/111509357790346291238
http://plus.google.com/u/0/b/111056508365533897358/communities/117245911462171588332
http://plus.google.com/u/0/b/111056508365533897358/communities/114421701803292354205
http://plus.google.com/u/0/b/111056508365533897358/communities/109121315816446874775
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83. Session 101: The Economic Impact of Support
Wednesday April 17th 10:15 am
Session 408: Cause-and-Effect for Desktop Support KPI’s
Thursday April 18th at 10:00 am
Visit MetricNet at the Annual HDI Conference in Las Vegas
84. Upcoming MetricNet Webcasts
Register at www.metricnet.com
April 9
Service Desk and Desktop Collaboration
May 7
Service Desk KPI’s
June 11
Desktop Support KPI’s
July 9
Call Center KPI’s
August 6
Service Desk Best Practices
September 10
Best Practices in Desktop Support
For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
83
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Sign Up for a MetricNet Service Desk or Desktop Support Benchmark
The Service Desk Performance Benchmark
87. 86© MetricNet, LLC, www.metricnet.com
You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com
91. Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
LLC. Jeff is responsible for global strategy, product development,
and financial operations for the company. As a leading expert in
benchmarking and re-engineering, Mr. Rumburg authored a best
selling book on benchmarking, and has been retained as a
benchmarking expert by such well-known companies as American
Express, Hewlett-Packard, and GM. Prior to co-founding
MetricNet, Mr. Rumburg was president and founder of The Verity
Group, an international management consulting firm specializing in
IT benchmarking. While at Verity, Mr. Rumburg launched a number
of syndicated benchmarking services that provided low cost
benchmarks to more than 1,000 corporations worldwide.
Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As
a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global
benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was
focused on business and product development for IT benchmarking. Mr. Rumburg's education
includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations
Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He
is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality
and Productivity Improvement, and has taught graduate-level engineering and business courses.
Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.
Your Presenter: Jeff Rumburg
© MetricNet, LLC, www.metricnet.com 90
92. 91© MetricNet, LLC, www.metricnet.com
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
93. 92© MetricNet, LLC, www.metricnet.com
25 Years of IT Service and Support Benchmarking Data
More than 2,000 IT Service and Support Benchmarks
Global Database
70+ Key Performance Indicators
More than 120 Industry Best Practices
94. Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.
© MetricNet, LLC, www.metricnet.com 93
95. You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com
© MetricNet, LLC, www.metricnet.com 94
Editor's Notes As we get started here, it’s worth commenting on why MetricNet has developed a best practices presentation on the subject of Key Performance Indicators. It’s really quite simple: There is a very strong correlation between help desks that have a strong measurement discipline, and help desks that are world-class. Another way of putting this is that I have never seen a world-class help desk that did not have a strong performance measurement and management discipline. Conversely, help desks that have a strong measurement discipline are almost inevitably world-class. If you want to have a world-class help desk, the quickest and most efficient way to get there is to pay attention to performance measurement and management. At least 80% of what it takes to become a world-class help desk is linked to your ability to measure and manage your performance effectively. To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 27 Key Performance Indicators shown on this page. We have organized them into categories…. These are among the most common KPI’s, but they are certainly not an all-inclusive list. Unfortunately, what we see all too often in this industry is that help desks collect a lot of data – in other words, they track a lot of KPI’s, but they don’t do enough analysis…gain enough insight…or take enough action based upon that data. So that brings us to the central issue of today’s webcast. How do we turn help desk KPI’s into a Competitive Advantage? More specifically, how can we leverage Key Performance Indicators to achieve world-class performance in our help desk? Better, Faster, Cheaper…. Those are the three dimensions of competition. Let’s start by defining what it means to be World-Class…