attack help desk growth

Attack Help Desk Growth Info-Tech Research Group

Info-Tech Research Group To resuscitate or optimize? In a growing help desk, that is the real question. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Executive Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group

Info-Tech Research Group Or Resuscitate Optimize Decision Point Define your pain Prioritize your biggest and quickest wins Improve your maturity Define your improvement goals Optimize processes and technologies Consider IT Service Management Reactive Maturity Controlled Maturity Controlled Maturity Proactive Maturity Assess Assess current state against present needs

Benchmark your help desk maturity to determine if your help desk needs resuscitation or optimization. ,[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group Optimized Proactive Controlled Reactive Chaos More Research ,[object Object]

Extreme end user apathy and dissatisfaction are key indicators of the need for help desk resuscitation. Info-Tech Research Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],For guidance on help desk resuscitation, review Info-Tech’s note, “ How to Resuscitate a Failing Help Desk .” Also review Info-Tech’s video casts: “ Is Your Help Desk Drowning? Toss It a Life Ring ,” and “ Rescue Your Help Desk: Common Problems ”

Help desks in need of resuscitation suffer from a severe breakdown in process adherence rather than a lack of tools. Info-Tech Research Group Symptom Underlying Cause Cure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Reestablishing incident tracking is the first step to resuscitating the help desk. Info-Tech Insight

How Info-Tech helped a mid-sized manufacturing company survive a near-death help desk experience. Info-Tech Research Group Problems ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Fixes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Results ,[object Object],[object Object],[object Object],[object Object]

Rebuild your help desk to last. Build in maintenance while you resuscitate to ensure new processes are self-sustaining. Info-Tech Research Group

[object Object],[object Object],[object Object],[object Object],[object Object],Optimize when there is a help desk workload issue aggravated by a shortage of resources, not a fundamental service failure. Info-Tech Research Group For an overview of best practices for help desk optimization, listen to Info-Tech’s podcast, “ Want to Save Time and Money? Optimize your Help Desk .”

Automation you previously couldn’t justify should be on your shopping list. As you grow, simpler tools are no longer adequate. Info-Tech Research Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IT shops with more than ten staff should ensure they have basic incident, change, and problem management processes. Info-Tech Research Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary Info-Tech Research Group ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],Info-Tech Research Group

Appendix I: Additional Materials ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group

Appendix II: Determining the Appropriate Level of Maturity ,[object Object],[object Object],[object Object],[object Object],Info-Tech Research Group Optimized Proactive Controlled Reactive Chaos

Appendix III: Understanding Help Desk Maturity Info-Tech Research Group 1. Chaos ,[object Object],2. Reactive ,[object Object],[object Object],3. Controlled ,[object Object],[object Object],4. Proactive ,[object Object],[object Object],5. Optimized ,[object Object],[object Object]

Appendix IV: Differentiating Between Maturity and Stability In certain cases, immature environments effectively meet the organization’s help desk requirements. Help desk assessment results must be reviewed alongside the following organizational factors. Maturity Does Not Describe Stability Info-Tech Research Group Factors Influencing Assessment Results IT Complexity ,[object Object],[object Object],[object Object],[object Object],Number of End Users The number of end users IT supports greatly impacts the organization’s optimal help desk maturity. IT shops that support a low number of end users can function effectively with less structure. Number of ‘High Touch’ End Users ‘ High touch’ end users have little to no IT expertise and often require considerable live assistance. The greater the number of high touch users, the greater the demands on the help desk personnel.

Appendix V: Moving Up the Maturity Ladder The following chart presents some recommendations for help desk improvement. Info-Tech Research Group Process ,[object Object],[object Object],[object Object],Staff ,[object Object],[object Object],[object Object],End Users ,[object Object],[object Object],Technology ,[object Object],[object Object]

Appendix VI: Case Study Example of a Reactive Help Desk Info-Tech Research Group Company Profile Industry Business Services Number of Employees 275 Number of IT Employees 5 Help Desk Metrics Number of Users Supported 275 # of Dedicated HD Staff 2 Cost as % of IT Budget 20% Total Annual Cost/User $509.00 Total Annual Tickets/User 23.6 % of High Touch Users 10% Key Initiatives Improvements Initiatives Successful ,[object Object],[object Object],[object Object],Key Improvements Going Forward ,[object Object],[object Object],[object Object],“ Prior to implementing Track-It!, users would e-mail or call anyone in IT. When you have almost 300 users you get a lot of support calls or e-mails and once it's off your screen, if it's down three or four days below in your inbox, you are going to lose track of it. Now using the work order process and having it automatically done has been very, very, successful for us whereas before we were constantly either forgetting or letting things slip.”

Appendix VII: Case Study Example of a Controlled Help Desk Doubled Tier 1 Resolution Rate Info-Tech Research Group Company Profile Industry Education Number of Employees 5600 Number of IT Employees 250 Help Desk Metrics Number of Users Supported 5600 # of Dedicated HD Staff 11 Cost as % of IT Budget 3.5% Total Annual Cost/User $274.00 Total Annual Tickets/User 6.0 % of High Touch Users 5% Key Initiatives Improvements Initiatives Successful ,[object Object],[object Object],[object Object],[object Object],[object Object],Key Improvements Going Forward ,[object Object],[object Object],[object Object],“ We s hut the help desk down for 1 hour every Friday and it's reserved for my hands-on staff meeting. We reserve 30 minutes for training, and we also bring in guest speakers from the business, because it's good to hear what their issues are and what they do. As a result, over time our tier 1 resolution rate has doubled.”

Appendix VIII: Case Study Example of a Proactive Help Desk 50% Total Cost Savings Info-Tech Research Group Company Profile Industry Retail Number of Employees 1500 Number of IT Employees 60 Help Desk Metrics Number of Users Supported 250 # of Dedicated HD Staff 2 Cost as % of IT Budget 3% Total Annual Cost/User $220.00 Total Annual Tickets/User 6.24 % of High Touch Users 75% Key Initiatives Improvements Initiatives Successful ,[object Object],[object Object],[object Object],[object Object],Key Improvements Going Forward ,[object Object],[object Object],“ We were able to cut our help desk support by 50% through the implementation of end user self help, end user training, knowledge management and asset management. Our end user feedback has also increased to a 10 out of 10.”

Appendix IX: Case Study Example of an Optimized Help Desk ITIL - 10% TCO Savings Info-Tech Research Group Company Profile Industry Business Services Number of Employees 1400 Number of IT Employees 54 Help Desk Metrics Number of Users Supported 1400 # of Dedicated HD Staff 4 Cost as % of IT Budget 5% Total Annual Cost/User $207.00 Total Annual Tickets/User 14.9 % of High Touch Users 25% Key Initiatives Improvements Initiatives Successful ,[object Object],[object Object],[object Object],[object Object],[object Object],Key Improvements Going Forward ,[object Object],[object Object],“ Our company has had explosive growth and we have a lot of new people starting so there are a lot of changes and stress on the infrastructure. What we were finding was that a lot of our processes were ad hoc and problems would go unnoticed and persist. So we started looking for a framework that would help us govern our IT processes really well.”

attack help desk growth

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