The Future of Desktop Support - HDI Regina … · 70+ Key Performance Indicators ... Productivity,...

The Future of Desktop Support

Desktop Support Best Practices Series

What the KPIs Are Telling Us

2

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Turbocharge Your Metrics with Benchmarking

Session 202

Wednesday, May 10 at 11:30 AM_

_______________________________________________________________________________________________________________

Any Time, Any Place:

The Ultimate Customer Experience!

Session 308

Wednesday, May 10 at 3:00 PM

4© MetricNet, LLC, www.metricnet.com

28 Years of Service and Support Benchmarking Data

More than 3,700 Service and

Support Benchmarks

Global Database

70+ Key Performance Indicators

Nearly 120 Industry Best Practices

Desktop Support Quiz


1. Is headcount in desktop support increasing or decreasing? Why?

2. Is Cost per Ticket in desktop support increasing or decreasing? Why?

3. What are the two most important KPIs in Desktop Support?

4. How many tickets does the average desktop tech resolve in a month?

5. How many tickets does the average level 1 tech resolve in a month?

Mega Trends in Desktop Support


1. Shrinking Headcount and Increasing Cost per Ticket

2. Diagnostic Use of KPI’s

3. Shift Left Strategies

4. Desktop Virtualization

5. Standardization of the Desktop Environment

6. Adoption of Remote Diagnostic Tools

7. Maturing KCS – Knowledge Centered Support

8. Growing Number of Hybrid Support Organizations

9. Understanding of Desktop Support ROI

Global 1000: Average Desktop Support Headcount

© MetricNet, LLC, www.metricnet.com 8

58.4

61.2

65.964.8

62.8

58.8

53.2

51.7

50.249.1

40.0

45.0

50.0

55.0

60.0

65.0

70.0

Av

era

ge

De

sk

top

He

ad

co

un

t

Year

Average Cost per Ticket


$54.18

$56.11

$58.85

$56.99

$59.73

$62.40

$67.56

$65.90 $66.41

$69.22

$40

$45

$50

$55

$60

$65

$70

$75

Co

st

pe

r T

ick

et

Year

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

Causal

Factors

Drivers

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

Causal

Factors

Drivers

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…


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


Cause-and-Effect for Desktop Support KPIs

Cost per Ticket Customer Satisfaction

Technician

UtilizationFCR

(Incidents)

Technician

Satisfaction

Coaching Career Path Training Hours

SL’s

MTTR

Work/

Travel TimeTechs/

Total FTE’s

Absenteeism/

Turnover

% Resolved

Level 1

Capable

Scheduling

Efficiency

Service

Levels: MTTR


Which KPIs are Trending?

Cost per Ticket

Cost Productivity

Service Level

Quality

Ticket Handling

Mean Time to Resolve Incidents (hours)

Tickets per Technician-Month

% Resolved Level 1

Capable

Average Ticket Work Time

Workload

Tickets per Seat per

Month


Average Work Time per Ticket


24.61

19.72

22.2221.29

31.01

25.93

32.52 32.21

33.8233.10

10.0

15.0

20.0

25.0

30.0

35.0

40.0

Wo

rk T

im p

er

Tic

ke

t (m

inu

tes

)

Year

Tickets per Technician per Month


120.3

127.5

132.7

124.4

104.7

122.6

106.6

101.6103.4

94.2

50

60

70

80

90

100

110

120

130

140

150

Tic

ke

ts p

er

Te

ch

pe

r M

on

th

Year



$54.18

$56.11

$58.85

$56.99

$59.73

$62.40

$67.56

$65.90 $66.41

$69.22

$40

$45

$50

$55

$60

$65

$70

$75

Co

st

pe

r T

ick

et

Year

Mean Time to Resolve Incidents


4.92 4.96 5.034.88

5.50

5.93

6.98

6.09

6.47

6.82

2.0

3.0

4.0

5.0

6.0

7.0

8.0

Me

an

Tim

e t

o R

es

olv

e In

cid

en

ts

(bu

sin

ess h

ou

rs)

Year

Desktop Tickets per Seat per Month


0.59

0.500.52

0.56 0.56

0.49

0.600.58

0.650.62

0.0

0.2

0.4

0.6

0.8

1.0

Tic

ke

ts p

er

Se

at

pe

r M

on

th

Year


Shift Left Reduces Total Cost of Ownership


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.

% Resolved Level 1 Capable


24.3%25.1%

27.5%

24.4%

22.8%

20.6%

19.5%18.8%

19.4%

17.3%

10%

15%

20%

25%

30%

% R

es

olv

ed

Le

ve

l 1

Ca

pa

ble

Year

A SPOC Service Desk is Highly Leveraged

User CommunityLevel 1:

Service Desk

Level 2:

Desktop

Support

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 Is the Most Common Support Model

68.7%

70.2%71.1%

74.5% 74.9%

77.6% 78.0%78.5% 78.6%

80.3%

60%

65%

70%

75%

80%

85%

% W

ith

SP

OC

Su

pp

ort

Year


SPOC Support Reduces Total Cost of Ownership

0%

5%

10%

15%

20%

25%

30%

35%

40%

% R

eso

lved

Level

1 C

ap

ab

le

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

Average = 22.8%

Average = 15.3%

The Proliferation of Remote Diagnostic Tools

© MetricNet, LLC, www.metricnet.com

53.8%55.2%

59.6% 60.0%

64.1%

66.9% 67.4%

74.9%

78.6%

82.1%

50%

55%

60%

65%

70%

75%

80%

85%

90%

% W

ith

Re

om

te C

on

tro

l To

ol

Year

31

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Ne

t F

irs

t L

ev

el R

es

olu

tio

n

Remote Diagnostic Software No Remote Diagnostic Software

The Effect of Remote Diagnostic Tools on FLR

Average = 77.8% FLR

Average = 61.4% FLR


Maturing KCS


1.51.6

1.7

2.22.4

2.82.9

3.33.4

3.7

0

1

2

3

4

5

KC

S M

atu

rity

Year

34

The Effect of a Mature KCS on FLR


0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

0 1 2 3 4 5 6

KBase Maturity

Ne

t F

irs

t L

ev

el R

es

olu

tio

n

35

Hybrid Agents Can Greatly Improve Efficiency


12 FTE’s 7 FTE’s

3 – 4

Hybrid

Agents

Service Desk Desktop Support

39

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)


Shift Left Reduces Total Cost of Ownership


90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

Year

% o

f T

ick

et

Vo

lum

e

$25.00

$24.50

$24.00

$23.50

$23.00

$22.50

$22.00

$21.50

$21.00

$20.50

Co

st

pe

r T

ick

et

Self Service

Contact Deflection into Lower Cost Channels


Email/Web

Chat

Voice

42

0

10

20

30

40

50

60

70

0 1 2 3 4 5

Pro

du

cti

ve H

ou

rs L

ost

per

Em

plo

yee p

er

Year

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 Desktop

Support

Network

Outages

VPN Training Enterprise

Applications

Desktop

Software

Factors Contributing to IT Customer Satisfaction

% S

ayin

g V

ery

Im

po

rtan

t

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


Because Desktop Support is a Major Driver of Customer Satisfaction

What About the Future?











Desktop Support Quiz


1. Is headcount in desktop support increasing or decreasing? Why?

2. Is Cost per Ticket in desktop support increasing or decreasing? Why?

3. What are the two most important KPIs in Desktop Support?

4. How many tickets does the average desktop tech resolve in a month?

5. How many tickets does the average level 1 tech resolve in a month?

Questions?

Turbocharge Your Metrics with Benchmarking

Session 202

Wednesday, May 10 at 11:30 AM_

_______________________________________________________________________________________________________________

Any Time, Any Place:

The Ultimate Customer Experience!

Session 308

Wednesday, May 10 at 3:00 PM


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Thank You!

About MetricNet

Your Benchmarking Partner

53

Your Speaker: Jeff Rumburg


Co Founder and Managing Partner,

MetricNet, LLC

Winner of the 2014 Ron Muns

Lifetime Achievement Award

Former CEO, The Verity Group

Former Vice President, Gartner

Founder of the Service Desk

Benchmarking Consortium

Author of A Hands-On Guide to

Competitive Benchmarking

Harvard MBA, Stanford MS

54

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



28 Years of Service and Support Benchmarking Data

More than 3,700 Service and

Support Benchmarks

Global Database

70+ Key Performance Indicators

Nearly 120 Industry Best Practices

Meet a Sampling of Our Clients

MetricNet Conducts benchmarking for IT Service and Support

organizations worldwide, and across virtually every industry sector.


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The Future of Desktop Support - HDI Regina … · 70+ Key Performance Indicators ... Productivity,...

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