free desktop support training | unleashing the enormous power of desktop support kpis

Unleashing the Enormous Power of Desktop Support KPI’s

Desktop Support Best Practices Series

Visit Our New Website at www.metricnet.com

© MetricNet, LLC, www.metricnet.com 22

Become a Member: It’s Free!


MetricNet Benchmarks

MetricNetBenchmarks

Peer Group Benchmarks

Industry Benchmarks

Benchmarking Data Files


Custom Benchmark

Unique Peer Group

Industry Benchmarking Reports by geography

Custom Benchmarking Data in Excel format

Connect With MetricNet on Social Media

Use #MetricNetLiveon Twitter to participate.

Share thoughts, key points, questions or just follow along!


Thank You!

Leveraging KPI’s to Maximize the ROI of Support

Jeff Rumburg • MetricNet

Service and Support as a Business

Read MetricNet’s whitepaper on Service and Support as a Business

http://www.metricnet.com/service-and-support-as-a-business


The 80/20 Rule for Desktop KPI’s: Less is More!

Jeff Rumburg • MetricNet

Unleashing the Enormous Power of Desktop Support KPI’s

Desktop Support Best Practices Series

The Traditional Paradigm for Technical Support

PEOPLE

PROCESS

TECH

11© MetricNet, LLC, www.metricnet.com

Human Resources Come First

PEOPLE


Followed by Processes Designed Around People

PEOPLE

PROCESS


Technology Creates Repeatability and Consistency

PEOPLE

PROCESS

TECH


But Is There and Even More Fundamental Building Block?

METRICS

PEOPLE

PROCESS

TECH


26 Years of IT Service and Support Benchmarking Data

More than 3,000 IT Service and Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices


Six-Part Model for Desktop Support Best Practices

Proactively Managing Stakeholder Expectations

Stakeholder Communication

A Holistic Approach to Performance Measurement

Performance Measurement

Leveraging People and ProcessesTechnology

Expeditious Delivery of Customer ServiceProcess

Proactive, Life-cycle Management of

Personnel

HumanResources

Defining Your Charter and MissionStrategy

DefinitionModel

Component

Customer

Enthusiasm

Strategy

Human Resources

ProcessTechnology

PerformanceMeasurement

Stakeholder Communication


Best Practices in Performance Measurement1 2

3

4

5

6

11

12

Desktop Support tracks the Mean Time to Resolve (MTTR), and the Percentage of tickets resolved within 24 hours.

14

7

8

Technician Satisfaction is measured, recorded, and tracked.

Technician Utilization is measured, recorded, and tracked on an ongoing basis.

Desktop Support understands key correlations and cause/effect relationships between the various KPI's. This enables Desktop Support to achieve desired performance goals by leveraging and driving the underlying "causal" metrics.

10

9

13

Desktop Support conducts benchmarking at least once per year.

Desktop Support KPI's are used to establish "stretch" goals.

Cost per Ticket is measured, recorded, and tracked on an ongoing basis.

Customer Satisfaction is measured, recorded, and tracked on an ongoing basis.

Desktop Support measures are used holistically, and diagnostically to identify performance gaps in Desktop Support performance, and to prescribe actions that will improve performance.

Desktop Support maintains a balanced scorecard that provides a single, all-inclusive measure of Desktop Support performance.

First Contact Resolution Rate for Incidents is measured, recorded, and tracked on an ongoing basis.

First Level Resolution is measured, recorded, and tracked on an ongoing basis.

Desktop Support tracks the number of tickets that are that could have been resolved by the Desktop Support organization at Level one.

Desktop Support conducts event driven customer surveys whereby the results of customer satisfaction surveys can be linked back to a specific ticket, and to a specific technician handling the contact at


Ranking Explanation

1 No Knowledge of the Best Practice.

2 Aware of the Best Practice, but not applying it.

3 Aware of the Best Practice, and applying at a rudimentary level.

4 Best Practice is being effectively applied.

5 Best Practice is being applied in a world-class fashion.

Best Practices Evaluation Criteria


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5

Metrics Maturity Ranking

Des

ktop

Sup

port

Bal

ance

d Sc

ore

The Evidence for Metrics as a Foundation Block

n = 143


10 Mega Trends and the Holistic Use of KPI’s

Holistic use of KPI’s and Benchmarking

Process Optimization (ITIL, ITSM)

User Self-Help

Desktop Virtualization

Marketing Service and Support

Understanding of TCO and First Level Resolution

Knowledge Management

Remote Diagnostic Tools

The Widespread Adoption of ROI Analysis

Service and Support as a Business


The Premise Behind Desktop 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!


Two Paradigms for Desktop Support KPI’s

The Historical Approach The Holistic Approach

Measurement(75%)

Analysis(15%)

Prescription(7.5%)

Action(2.5%)

Measurement(5%)

Analysis(20%)

Prescription(30%)

Action(45%)

Incr

easi

ng V

alue

!


24

4

3

2

1

Customer

Enthusiasm

An Industry MegaTrend: The Holistic Use of KPI’s

Measure

Diagnose

Prescribe

Implement

Model Component Description

1. MeasureMeasure help desk performance on an ongoing basis

2. DiagnoseBenchmark performance and conduct a gap analysis

3. PrescribeDefine actions to close the gap

4. ImplementImplement your action plan and improve performance

© MetricNet, LLC, www.metricnet.com

The Most Common Desktop Support KPI’s

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


Controllable vs. Non-Controllable KPI’s

CausalFactors

Drivers

Macro

Measures

Cost and Quality are the Macro Measures The Macro Measures tell the story of your

performance They are good for communicating the

performance of Desktop Support But you cannot control them directly

Workload metrics are driven by Causal Factors The Causal Factors define the volume and mix

of work performed by Desktop Support Desktop Support has very little control over the

Causal Factors They are a function of your IT environment

Productivity, Service Level, Technician, and Ticket Handling are the underlying drivers of performance

These are the metrics that drive your performance You can control these metrics directly It is through these metrics that you can influence the

Macro Measures, and improve your performance


Causal Factors: The Workload Drivers

CausalFactors

Drivers

Macro

Measures

Causal Factors include: Device count and mix Mix of desktop vs. laptop

computers Number of mobile devices Average age of devices Standardization of desktop

environment User population density

High rise vs. campus vs. field User work location

Office vs. home vs. field And numerous other factors…


There Has Got to Be a Better Way!

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


The 80/20 Rule for Desktop Support KPI’s

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


Desktop KPI’s: Which Ones Really Matter?

Cost per TicketCost

Productivity

Quality

Call Handling









Tickets, Incidents, and Service Requests

Incident Volume + Service Request Volume = Ticket Volume

Tickets

Incidents Service Requests

Unplanned work that requires a physical touch to a device Hardware break/fix Device failure Connectivity failure

Planned work that requires a physical touch to one or more devices Move/Add/Change Hardware or software

upgrade Device refresh Device set-up


Aggregate Metrics: The Balanced Scorecard

Step 1Eight critical performance metrics have been selected for the scorecard

Step 2Each metric has been weighted according to its relative importance

Step 3For each performance metric, the highest and lowest performance levels in the benchmark are recorded

Step 4Your actual performance for each metric is recorded in this column

Step 5Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100

Step 6Your balanced score for each metric is calculated: metric score X weighting

32

Worst Case Best CaseCost per Incident 15.0% $312.00 $19.00 $48.00 90.1% 13.5%Cost per Service Request 15.0% $556.00 $41.00 $113.00 86.0% 12.9%Customer Satisfaction 25.0% 67.0% 94.0% 83.0% 59.3% 14.8%Technician Utilization 15.0% 36.0% 84.0% 59.0% 47.9% 7.2%First Contact Resolution Rate (incidents) 15.0% 38.0% 84.0% 61.0% 50.0% 7.5%% of Incidents Resolved in 24 Hours 5.0% 19.0% 71.0% 58.0% 75.0% 3.8%Mean Time to Complete Service Requests (days) 5.0% 18.4 1.8 5.8 75.9% 3.8%Technician Satisfaction 5.0% 59.0% 93.0% 84.0% 73.5% 3.7%

Total 100.0% N/A N/A N/A N/A 67.1%

Balanced Score

Your Actual Performance

Metric Score

Performance RangeMetric WeightingPerformance Metric


Desktop Support Scorecard Trend

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Des

ktop

Sup

port

Bal

ance

d Sc

ore

12 Month Average Monthly Score


Desktop Support Balanced Scorecard Benchmark

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Desk

top

Supp

ort B

alan

ced

Scor

es

High 86.2%Average ----- 51.9%Median 50.1%Low 16.0%Your Score 67.1%

Desktop Support Balanced Scores

Key Statistics


35

Benchmarking Case Study:

Optimizing Desktop Support Performance


Benchmarking Data SummaryAverage Min Max

Cost per Ticket $81 $68 $55 $117Cost per Incident $57 $45 $34 $85Cost per Service Request $144 $128 $107 $196Customer Satisfaction 71% 81% 71% 89%First Contact Resolution Rate (Incidents) 49% 55% 44% 82%% Resolved Level 1 Capable 9% 17% 4% 23%% of Tickets Re-opened 2.0% 6.0% 1.0% 8.0%Technician Utilization 46% 54% 36% 84%Tickets per Technician per Month 65 81 58 93Incidents per Technician per Month 81 100 72 131Service Requests per Technician per Month 42 53 35 71Ratio of Technicians to Total Headcount 73% 84% 69% 88%Average Incident Response Time (hours) 9.1 6.3 4.2 12.1% of Incidents Resolved in 24 Hours 33% 51% 33% 62%Mean Time to Resolve Incidents (days) 2.6 1.9 0.7 4.3Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7Technician Satisfaction 71% 84% 66% 87%New Technician Training Hours 10 46 10 80Annual Technician Training Hours 0 21 0 28Annual Technician Turnover 53% 24% 8% 53%Technician Absenteeism 19% 14% 9% 22%Technician Tenure (months) 11 47 11 64Technician Schedule Adherence 64% 87% 64% 91%Average Incident Work Time (min) 65 49 38 77Average Service Request Work Time (min) 119 94 80 110Average Travel Time per Ticket (min) 18 23 12 49Tickets per Seat per Month 0.79 0.90 0.70 1.68Incidents per Seat per Month 0.57 0.65 0.5 1.2Service Requests per Seat per Month 0.22 0.25 0.2 0.48Incidents as a % of Total Ticket Volume 72% 72% 71% 71%

Deskside Support KPI's Peer GroupYour Performance

Productivity

Workload

Cost

Quality

Metric Type

Service Level

Technician

Ticket Handling


Key Metrics Magnified


KPI Company Peer Group Average

Cost per Ticket $81 $68

Customer Satisfaction 71% 81%

The Two Foundation Metrics: Cost and Customer Satisfaction

Cost per Ticket Customer Satisfaction


Characteristics of World-Class Desktop Support Desktop Support consistently exceeds customer expectations

Result is high levels of customer satisfaction (> 93%) MTTR is below average for Incidents and Service Requests

< 0.7 days for Incidents < 3.8 days for Service Requests

Costs are managed at or below industry average levels Cost per Ticket, per Incident, and per Service Request is below average Minimizes Total Cost of Ownership (TCO)

Desktop Support follows industry best practices Industry best practices are defined and documented Desktop Support follows industry best practices

Every transaction adds value A positive customer experience Drives a positive view of IT overall


Cost and Quality: Nothing Else Matters!

Lower CostCost per Ticket (Efficiency)

Cus

tom

er S

atis

fact

ion

(Effe

ctiv

enes

s)

Top QuartileEfficient and Effective

Lower Quartile

Middle QuartilesEffective but not Efficient

Middle QuartilesEfficient but not Effective

World-ClassDesktop SupportPeer Group

Higher Cost

Lower Quality

Higher Quality


Technician Utilization: The Key Driver of Cost




$0

$50

$100

$150

$200

$250

$300

30% 40% 50% 60% 70% 80% 90%

Techncian Utilization

Cost

per

Tic

ket

Technician Utilization vs. Cost per Ticket


Desktop Support Technician Utilization Defined


((Average number of Incidents handled by a technician in a month) X (Average Incident Work Time) +

(Average number of Service Requests handled by a technician in a month) X (Average Service Request Work Time) +

(Average number Tickets handled by a technician in a month) X (Average Travel Time per Ticket))

(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)

Technician Utilization is a measure of technician work and travel time, divided by total time at work during the month

It takes into account both incidents and service requests handled by the technicians

But it does not make adjustments for sick days, holidays, training time, project time, or idle time

=


Example: Desktop Support Technician Utilization

Incidents per Technician per Month = 60 Service Requests per Technician per Month = 24 Average Tickets per Technician per Month = 84 Average Incident Work Time = 32 minutes Average Service Request Work Time = 59 minutes Average Travel Time per Ticket = 41 minutes


((Average number of Incidents handled by a technician in a month) X (Average Incident Work Time) +

(Average number of Service Requests handled by a technician in a month) X (Average Service Request Work Time) +

(Average number Tickets handled by a technician in a month) X (Average Travel Time per Ticket))

(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=


((60 Incidents per Month) X (32 minutes) + (24 Service Requests per Month) X (59 minutes) + (84 Tickets per Month) X (41 minutes))

(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)= = 70%



The Drivers of Customer Satisfaction



FCR (Incidents)

Technician Satisfaction

SL’s MTTR


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

30% 40% 50% 60% 70% 80% 90% 100%


Cust

omer

Sat

isfa

ctio

nTechnician Satisfaction vs. Customer Satisfaction


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

30% 40% 50% 60% 70% 80% 90%

First Contact Resolution Rate (Incidents)

Cust

omer

Sat

isfa

ctio

nIncident FCR vs. Customer Satisfaction


Incident MTTR vs. Customer Satisfaction

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0

Incident MTTR (days)

Cust

omer

Sat

isfa

ctio

n


The Drivers of Technician Satisfaction



FCR (Incidents)


SL’s MTTR

Service Levels: MTTR

Coaching Career Path Training Hours


New Technician Training Hours vs. Technician Satisfaction

20%

30%

40%

50%

60%

70%

80%

90%

100%

0.0 50.0 100.0 150.0 200.0 250.0

New Technician Training Hours

Tech

nici

an S

atis

fact

ion


Annual Training Hours vs. Technician Job Satisfaction

40%

50%

60%

70%

80%

90%

100%

0 20 40 60 80 100 120 140

Annual Technician Training Hours

Tech

nici

an S

atis

fact

ion


Technician Experience vs. Incident FCR

20%

30%

40%

50%

60%

70%

80%

90%

0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0

Technician Time on Job (months)

Inci

dent

FCR


Measuring Defects: % Resolved Level 1 Capable



FCR (Incidents)


SL’s MTTR



% Resolved Level 1 Capable



Two Metrics You Should Know

% Resolved Level 1 Capable (PRLC)The percentage of tickets resolved by desktop support that could have been resolved at level 1 support.

First Level Resolution Rate (FLR)The number of tickets resolved at level 1 divided by all tickets that can potentially be resolved at level 1.

Cost of Resolution: North American Averages

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


A SPOC Service Desk is Highly Leveraged

User CommunityLevel 1:

Service Desk


Field Support

Level 3: IT Support

Vendor Support


Key SPOC Principles

Key SPOC Principles Enterprise takes an end-to-end view of user

support

User/Customer has a single point of contact for all IT-related incidents, questions, problems, and work requests

The Level 1 Service Desk is the SPOC

Level 1 is responsible for: Ticket triage

Resolution at Level 1 if possible

Effective handoffs to n level support

Resolution coordination and facilitation

Ticket closure

Desktop “Drive-bys”, “Fly-bys”, and “Snags”are strongly discouraged


SPOC Support Reduces Total Cost of Ownership

0%

5%

10%

15%

20%

25%

30%

35%

40%

% R

esol

ved

Leve

l 1 C

apab

le

% Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOC

Average = 22.8%

Average = 15.3%


A Summary of the Major KPI Correlations



FCR (Incidents)



SL’s MTTR

Work/Travel Time

Techs/Total FTE’s

Absenteeism/Turnover


Scheduling Efficiency



Benchmarking Case Study: The DiagnosisAverage Min Max

Cost per Ticket $81 $68 $55 $117Cost per Incident $57 $45 $34 $85Cost per Service Request $144 $128 $107 $196Customer Satisfaction 71% 81% 71% 89%First Contact Resolution Rate (Incidents) 49% 55% 44% 82%% Resolved Level 1 Capable 9% 17% 4% 23%% of Tickets Re-opened 2.0% 6.0% 1.0% 8.0%Technician Utilization 46% 54% 36% 84%Tickets per Technician per Month 65 81 58 93Incidents per Technician per Month 81 100 72 131Service Requests per Technician per Month 42 53 35 71Ratio of Technicians to Total Headcount 73% 84% 69% 88%Average Incident Response Time (hours) 9.1 6.3 4.2 12.1% of Incidents Resolved in 24 Hours 33% 51% 33% 62%Mean Time to Resolve Incidents (days) 2.6 1.9 0.7 4.3Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7Technician Satisfaction 71% 84% 66% 87%New Technician Training Hours 10 46 10 80Annual Technician Training Hours 0 21 0 28Annual Technician Turnover 53% 24% 8% 53%Technician Absenteeism 19% 14% 9% 22%Technician Tenure (months) 11 47 11 64Technician Schedule Adherence 64% 87% 64% 91%Average Incident Work Time (min) 65 49 38 77Average Service Request Work Time (min) 119 94 80 110Average Travel Time per Ticket (min) 18 23 12 49Tickets per Seat per Month 0.79 0.90 0.70 1.68Incidents per Seat per Month 0.57 0.65 0.5 1.2Service Requests per Seat per Month 0.22 0.25 0.2 0.48Incidents as a % of Total Ticket Volume 72% 72% 71% 71%

Deskside Support KPI's Peer GroupYour Performance

Productivity

Workload

Cost

Quality

Metric Type

Service Level

Technician

Ticket Handling


Low Customer Satisfaction Diagnosed



Customer Satisfaction 71% 81%

Incident FCR 49% 55%

New Tech Training Hrs 10 46

Annual Tech Training Hrs 0 21

High Costs Diagnosed



Cost per Ticket $81 $68

Technician Utilization 46% 54%

% Resolved in 24 Hrs 33% 51%

Annual Turnover 53% 24%

A Summary of the Major KPI Correlations



FCR (Incidents)



SL’s MTTR

Work/Travel Time

Techs/Total FTE’s

Absenteeism/Turnover


Scheduling Efficiency



64

The Big Picture for Desktop KPI’s

65

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


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)

66

Support Level Cost per Ticket

Vendor


Field Support

Level 3 IT(apps, networking, NOC, etc.)

Level 1: Service Desk

$471

$196

$85

$62

$22


Support Has an Opportunity to Minimize TCO

67

0

10

20

30

40

50

60

70

0 1 2 3 4 5

Prod

uctiv

e H

ours

Los

t per

Em

ploy

ee p

er Y

ear

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 QuartileSupport Function Key Performance Indicator

37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9

Performance Quartile n = 60


84%

47%

31% 29%22%

19%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Service Desk DesktopSupport

NetworkOutages

VPN Training EnterpriseApplications

DesktopSoftware

Factors Contributing to IT Customer Satisfaction

% S

ayin

g Ve

ry Im

port

ant

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


Desktop Support is a Major Driver of Customer Satisfaction

The 80/20 Rule for Desktop Support KPI’s

Cost per TicketCost

Productivity

Quality

Call Handling









Some Final Thoughts on Desktop Support KPI’s

When it comes to Desktop Support KPI’s, the 80/20 Rule applies

Less really is more!

Seven KPI’s, plus the Balanced Scorecard are all you need to holistically

measure and manage your Desktop Support organization

Understand the cause-and-effect relationship between KPI’s

This gives you the power to achieve desired outcomes in Desktop Support!

Not all Desktop Support KPI’s are controllable

Focus on the controllable KPI’s

Effective application of Desktop Support KPI’s can help to Drive high levels of Customer Satisfaction for all of IT

Reduce and minimize Total Cost of Ownership for End-User Support,

Return productive hours to end users


A Call to Action:Your Opportunity to Excel!

71

Five Ideas to Get You Started!

4

3

2

1

Customer

Enthusiasm

Measure

Diagnose

Prescribe

Implement

4. Browse MetricNet’s Resource Library

1. Visit Our New Website and Become a Free Member

2. Connect with MetricNet on Social Media

5. Purchase a MetricNet IT Support Benchmark

3. Register for Future MetricNet Webcasts

Five Opportunities to Get Started!


Visit Our New Website at www.metricnet.com


Become a Member: It’s Free!


Connect With MetricNet on Social Media

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


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


Upcoming MetricNet Webcasts

Register at www.metricnet.com

April 2014

Desktop Support KPI’s

May 2014

Call Center Best Practices

June 2014

Call Center KPI’s

July 2014

Service Desk Best Practices

September 2014

Service Desk KPI’s

October 2014

Best Practices in Desktop Support

For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts

77

Download Free Content from Our Resource Library

Download at www.metricnet.com


For More Information

Read MetricNet’s whitepaper on Service and Support as a Business

http://www.metricnet.com/service-and-support-as-a-business


MetricNet Benchmarks

MetricNetBenchmarks

Peer Group Benchmarks

Industry Benchmarks

Benchmarking Data Files


Custom Benchmark

Unique Peer Group

Diagnostic

Industry Benchmarking Reports by geography

Custom Benchmarking Data in Excel format

Unique Peer Group

You Can Reach MetricNet…

By Phone…703-992-7559

On Our Website…

www.metricnet.com

Or E-mail us…

[email protected]


Question and Answer

Best Practices in Desktop Support


Thank You!

We look forward to serving you!

About MetricNet:Your Benchmarking Partner

84

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 inbenchmarking 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 Service Desk Institute.

Your Presenter: Jeff Rumburg


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


26 Years of IT Service and Support Benchmarking Data

More than 3,000 IT Service and Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices


Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support

organizations worldwide, and across virtually every industry sector.


You Can Reach MetricNet…

By Phone…703-992-7559

On Our Website…

www.metricnet.com

Or E-mail us…

[email protected]



Thank You!

We look forward to serving you!