Case Studies - Service Desk and Desktop Support Collaboration

Desktop/Service Desk Collaboration
Case Studies in Successful Partnership!

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Empirical Observations from Our Global Benchmarking Database
Global Database
More than 2,000 IT Service and Support Benchmarks
70+ Key Performance Indicators
More than 120 Industry Best Practices

Then and Now: The Evolution of the Service Desk
Service Desk North American Averages

KPIs 1988 Last Year
Monthly Contacts per
0.79 1.95
End-User
Cost per Contact $9.57 $21.84
Average Handle Time 6:27 12:55
Resolved on First
35% 67%
Contact
Resolved at Level 1 39% 74%
Starting Agent Salaries
$27,280 $35,411
(current dollars)
Service Desk Cost per
$97 $502
End-User per Year

Then and Now: The Evolution of Desktop Support
Desktop Support North American Averages
KPIs 1988 Last Year
Monthly Desktop Tickets
0.53 0.78
per Seat
Cost per Ticket $29 $62
Average Incident
17:40 32:15
Work Time (min:sec)
Incidents Resolved on
74% 68%
First Contact
% Resolved
54% 19%
Level 1 Capable
Starting Technician
$37,050 $43,627
Salaries (current dollars)
Desktop Cost per
$184 $580
Seat per Year

Why Collaborate?
Benefits Barriers
Lower support costs Different managers
Greater customer satisfaction Different funding sources

for support Drive-bys, fly-bys, snags
Shorter cycle times on No shared goals or

resolution incentives
Enhanced user productivity Poor training
Greater customer satisfaction Weak management / lack of

discipline
for all of IT
Support is low priority

Adopting SPOC Support at an International Freight Co.
The Scenario
Users call desktop support directly
Desktop techs provide on-the-spot assistance
Service desk has no clear dispatch rules for desktop
support
Service desk and desktop have no operating level
agreement (OLA)
Lost tickets are common
Customers are universally dissatisfied

A Primer on Support TCO
Support Level Cost per Ticket
Vendor $471
Field Support $196
Level 3 IT
$85
(apps, networking, NOC, etc.)
Level 2: Desktop Support $62
Level 1: Service Desk $22

The Tao of SPOC (Single Point of Contact)
Desktop
Support
Level 1 Field
User Community Service Desk Support
Level 2 IT
Support
Vendor
Support
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 issues
The Level 1 Service Desk is the SPOC
The service desk and desktop support have
the same SLA with customers
The service desk and desktop support have
an OLA
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
40%
35%
% Resolved Level 1 Capable
30%
25% Average = 22.8%
20%
15%
Average = 15.3%
10%
5%
0%
% Resolved Level 1 Capable with SPOC % Resolved Level 1 Capable without SPOC

The Result of Implementing a SPOC Process
KPI Before SPOC 10 Months Later

Level 1 Ticket Origination 64% 87%
% Resolved Level 1 Capable 39% 14%
Customer Satisfaction 66% 78%
Weighted Average Cost per Ticket $73 $45

Cross Training at a Regional Bank
The Scenario
Support costs are high
Desktop support is sometimes short-staffed
Service desk is sometimes short-staffed
Escalation defects increase when the service desk is
busy
Service levels are rarely met
Customer satisfaction is low

Universal Agents Can Greatly Improve Efficiency
12 FTEs 7 FTEs
34
Universal
Agents
Service Desk Desktop Support

Success Factors for Cross-Trained Agents
Support personnel are co-located with the users

Users are in a high density environment
High rise building or campus setting
Facilitates jump & go
Scale is relatively low
Fewer than 20 support techs in total between service desk and
desktop support
Not all technicians can or should be cross-trained

The Result of Agent Cross Training
KPI Before Cross Training 6 Months Later

Cross-Trained Agents 0 4
Customer Satisfaction 72% 85%
Total Headcount 19 17

Shared Incentives at a Multi-National Insurance Company
The Scenario
Both support groups service desk and desktop
support appear to be performing well
Costs are in line with industry averages
Customer satisfaction is above industry averages
A SPOC process is followed
So whats the problem?

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Performance of
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COMPARE Benchmarking Peer
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Determine How
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Achieve Superiority
Adopt Selected
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Build a Sustainable
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Some Common Service Desk Metrics
Cost Quality Productivity
Cost per Ticket Customer Satisfaction Contacts per Agent per
First Level Resolution Rate Call Quality Month
Agent Utilization
First Contact Resolution Rate
Agents as % of Total
FTEs
Agent Service Level Call Handling

Agent Occupancy Average speed of answer Contact Handle Time
Annual Agent Turnover (ASA) % Escalated Level 1
Daily Absenteeism Call abandonment rate Resolvable
New Agent Training Hours % Answered within 30 User Self-Service
Seconds Completion Rate
Annual Agent Training Hours
Average hold time
Schedule Adherence
Average time to abandon
Agent Tenure
Percent of calls blocked
Agent Job Satisfaction
And there are hundreds more!!

A Summary of KPI Correlations for the Service Desk
Cost per Ticket Customer Satisfaction
Agent First
Utilization Contact
Resolution
Scheduling Service Levels: Agents/ Absenteeism/ First Level Handle Call

Efficiency ASA and AR Total FTEs Turnover Resolution Time Quality
Agent
Satisfaction
Coaching Career Path Training Hours

Some Common Desktop Support Metrics
Cost Quality Productivity
Cost per Ticket Customer Satisfaction Technician Utilization
Cost per Incident First Contact Resolution Rate Tickets per Technician-
(Incidents) Month
Cost per Service Request
% Resolved Level 1 Capable Incidents per Technician-
Month
Service Level % of Tickets Re-opened Service Requests per
Technician-Month
Average Incident Response
Time (min)
Technician Ratio of Technicians to
Total Headcount
% of Incidents Resolved in Technician Satisfaction
24 Hours Workload
New Technician Training
Mean Time to Resolve Hours
Incidents (hours) Tickets per Seat per Month
Mean Time to Complete Annual Technician Training
Incidents per Seat per
Service Requests (days) Hours
Month
Annual Technician Turnover
Service Requests per Seat
Ticket Handling Technician Absenteeism per Month
Average Incident Work Technician Tenure (months) Incidents as a % of Total
Time (min) Technician Schedule Ticket Volume
Average Service Request Adherence
Work Time (min)
Average Travel Time per
Ticket (min)
And there are hundreds more!!
A Summary of KPI Correlations for Desktop Support
Cost per Ticket Customer Satisfaction
Technician FCR
Utilization (Incidents)
Service Techs/ Absenteeism/ First Level Work/ SLs

Travel Time
Levels: MTTR Total FTEs Turnover Resolution MTTR
Scheduling Technician
Efficiency Satisfaction
Coaching Career Path Training Hours

KPIs for Successful Collaboration
Cost Weighted Average Cost per Ticket
Quality Weighted Average Customer Satisfaction
Level 1 TCO First Level Resolution Rate
Desktop TCO % Resolved Level 1 Capable
Aggregate Balanced scorecard
Read MetricNets whitepaper on IT Support Performance Metrics. Go to www.metricnet.com to get your copy!

The Balanced Scorecard for SPOC Support
Metric Performance Range Your Metric Balanced
Performance Metric
Weighting Worst Case Best Case Performance Score Score
Service Desk Cost per Ticket 20.0% $40.00 $8.00 $22.00 56.3% 11.3%
Cost
Desktop Support Cost per Ticket 20.0% $120.00 $25.00 $64.00 58.9% 11.8%
Service Desk Customer Satisfaction 20.0% 60.0% 100.0% 85.0% 62.5% 12.5%
Quality
Desktop Support Customer Satisfaction 20.0% 60.0% 100.0% 90.0% 75.0% 15.0%
Level 1 Resolution Rate (service desk) 10.0% 40.0% 100.0% 88.0% 80.0% 8.0%
TCO
% Resolved Level 1 Capable (desktop support) 10.0% 50.0% 0.0% 8.0% 84.0% 8.4%
Total 100.0% N/A N/A N/A N/A 66.9%
Step 1 Step 3 Step 5

Six critical For each performance metric, Your score for each
performance the highest and lowest metric is then
metrics have been performance levels in the calculated: (worst
selected for the benchmark are recorded case actual
scorecard performance) /
(worst case best
Step 4 case) X 100
23
Step 2
Your actual
Each metric has been performance for Step 6
weighted according to its each metric is
relative importance Your balanced score for each
recorded in this
metric is calculated: metric
column
score X weighting
MetricNet, LLC, www.metricnet.com
The Performance Trend in SPOC Support
85%
80%
IT Support Balanced Score
75%
70%
65%
60%
55%
50%
45%
40%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
12 Month Average Monthly Score

Benchmarking the SPOC Balanced Score
100%
Key Statistics
90% Balanced Scores

High 83.3%
80%
Average ----- 51.4%
Median 52.3%
Low 17.5%
70% Your Performance 66.9%
Balanced Scores
60%
50%
40%
30%
20%
10%
0%

MetricNet,
MetricNet, LLC,
LLC, www.metricnet.com
www.metricnet.com 25
25
The Results of Benchmarking and Shared Incentives
1
0
9
0
8
0
Key Performance Indicator Before
7 Benchmarking
%
0 1 Year Later
%
Service Desk Cost per Ticket 6
0
% $22 $19
Cost 5
0
%
Desktop Support Cost per Ticket 4 $64 $62
0
%
Service Desk Customer Satisfaction 3
0
% 85% 92%
Quality 2
0
Desktop Support Customer Satisfaction % 90% 93%
1
0
%
Level 1 Resolution Rate (service desk) 0
% 88% 91%
TCO 0
% Resolved Level 1 Capable (desktop support) %
% 8% 4%
Balanced Score 66.9% 75.5%
% of Bonus Awarded 42.3% 63.8%

Closed Ticket Analysis at a Fortune 100 Telecom Company
The Scenario
Monthly meetings are held between service desk and
desktop support to review tickets
Goal is to ensure proper categorization of tickets, and
eliminate tickets through Root Cause Analysis
Benchmarks show that First Level Resolution on the
service desk is low
And nearly half the tickets resolved by desktop support
are resolvable at level 1

Industry Data for Desktop % Resolved Level 1 Capable
12
First Quartile = 12.7%.
Fourth Quartile = 24.3%.

Median = 18.1%
Average ------ 18.6%
Number of Support Organizations
10 Max 36.6%
Min 3.9%
Median 18.1%
8
0
%
%
0%
2%
4%
6%
8%
10
12
14
16
18
20
22
24
26
28
30
32
34
36
38
40

Industry Data for Level 1 Resolution
55
Industry Average Net FLR Statistics
50 Average ------ 73.9%
Max 98.9%
45 Min 24.0%
Records
Median 75.0%
40 > 95% Net FLR 2.0%
Data Points
35
ofofData
30
25
Number
Number
20
15
10
0
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
Net First Level Resolution
Net First Level Rate
Resolution Rate

The Effect of Remote Diagnostic Software on FLR
100.0%
90.0%
80.0%
Average = 77.8% FLR
70.0%
60.0%
Average = 61.4% FLR
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
Remote Diagnostic Software No Remote Diagnostic Software

The Effect of a Mature Knowledge Base on FLR
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
0 1 2 3 4 5 6
KBase Maturity

The Action Plan
Adopt a remote diagnostic tool

Add a check box to desktop support tickets
Resolved but Level 1 Capable
Establish a goal for First Level Resolution

Establish a goal for % Resolved Level 1 Capable
Enforce a strict SPOC support model

The Results: 6 months Later
KPI Before Action Plan 6 Months Later

First Level Resolution 61% 83%

The Paradox of IT Support
34
The Paradox of IT Support
End-User Support
Less than 5% of all IT spending is
4% allocated to end-user support
Service desk, desktop support,
field support
This leads many to erroneously
96%: Non support functions assume that there is little upside
Application Mainframe and opportunity in IT support
Development midrange Computing
The result is that most support
Application Desktop Computing
Maintenance organizations are managed with the
Contract Services
Network (e.g., disaster goal of minimizing costs
Operations recovery)
But the most effective support
strategies focus on maximizing
Corporate IT Spending Breakdown
value

Support Drives Customer Satisfaction for All of IT
90% 84%
80% n = 1,044
Global large cap companies
70%
% Saying Very Important
Survey type: multiple choice

60% 3 responses allowed per survey
50% 47%
40%
31% 29%
30%
22%
19%
20%
8%
10%
0%
Service Desk Desktop Network VPN Training Enterprise Desktop
Support Outages Applications Software
Factors Contributing to IT Customer Satisfaction
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

Quality of Support Drives End-User Productivity
Productive Hours Lost per Employee per Year
70
60
50
40
30
20
10
Performance Quartile n = 60
0
0 1 2 3 4 5
Performance Quartile
Support Function Key Performance Indicator
1 (top) 2 3 4 (bottom)
Customer Satisfaction 93.5% 84.5% 76.1% 69.3%
Service Desk 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%
Desktop Support 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
Average Productive Hours Lost per Employee per Year 17.1 25.9 37.4 46.9

Support Has an Opportunity to Minimize TCO
Support Level Cost per Ticket
Vendor $471
Field Support $196
Level 3 IT
$85
(apps, networking, NOC, etc.)
Level 2: Desktop Support $62
Level 1: Service Desk $22

Why Collaborate?
Benefits Barriers
Lower support costs Different managers
Greater customer satisfaction Different funding sources

for support Drive-bys, fly-bys, snags
Shorter cycle times on No shared goals or

resolution incentives
Enhanced user productivity Poor training
Greater customer satisfaction Weak management / lack of

discipline
for all of IT
Support is low priority

A Call to Action:
Your Opportunity to Excel!
40
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About MetricNet:
Your Benchmarking Partner
49
Your Presenter: Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
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Case Studies - Service Desk and Desktop Support Collaboration

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Desktop/Service Desk Collaboration

Case Studies in Successful Partnership!

MetricNet, LLC, www.metricnet.com 1

More than 2,000 IT Service and Support Benchmarks

70+ Key Performance Indicators

More than 120 Industry Best Practices

MetricNet, LLC, www.metricnet.com 2

Service Desk North American Averages

MetricNet, LLC, www.metricnet.com 3

MetricNet, LLC, www.metricnet.com 4

Lower support costs Different managers

Greater customer satisfaction Different funding sources

Shorter cycle times on No shared goals or

Enhanced user productivity Poor training

Greater customer satisfaction Weak management / lack of

MetricNet, LLC, www.metricnet.com 5

MetricNet, LLC, www.metricnet.com 6

Support Level Cost per Ticket

Field Support $196

Level 2: Desktop Support $62

Level 1: Service Desk $22

MetricNet, LLC, www.metricnet.com 7

MetricNet, LLC, www.metricnet.com 9

25% Average = 22.8%

MetricNet, LLC, www.metricnet.com 10

KPI Before SPOC 10 Months Later

MetricNet, LLC, www.metricnet.com 11

MetricNet, LLC, www.metricnet.com 12

Service Desk Desktop Support

MetricNet, LLC, www.metricnet.com 13

Support personnel are co-located with the users

MetricNet, LLC, www.metricnet.com 14

KPI Before Cross Training 6 Months Later

MetricNet, LLC, www.metricnet.com 15

MetricNet, LLC, www.metricnet.com 16

Read MetricNets whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy!

MetricNet, LLC, www.metricnet.com 17

Agent Service Level Call Handling

And there are hundreds more!!

Cost per Ticket Customer Satisfaction

Scheduling Service Levels: Agents/ Absenteeism/ First Level Handle Call

Coaching Career Path Training Hours

MetricNet, LLC, www.metricnet.com 19

Cost per Ticket Customer Satisfaction

Service Techs/ Absenteeism/ First Level Work/ SLs

Coaching Career Path Training Hours

MetricNet, LLC, www.metricnet.com 21

Cost Weighted Average Cost per Ticket

Quality Weighted Average Customer Satisfaction

Level 1 TCO First Level Resolution Rate

Desktop TCO % Resolved Level 1 Capable

Aggregate Balanced scorecard

MetricNet, LLC, www.metricnet.com 22

Step 1 Step 3 Step 5

12 Month Average Monthly Score

MetricNet, LLC, www.metricnet.com 24

90% Balanced Scores

MetricNet, LLC, www.metricnet.com 26

MetricNet, LLC, www.metricnet.com 27

First Quartile = 12.7%.

Fourth Quartile = 24.3%.

MetricNet, LLC, www.metricnet.com 28

MetricNet, LLC, www.metricnet.com 29

Remote Diagnostic Software No Remote Diagnostic Software