Benchmark 2014 | Global Results for Desktop Support | HDI 2015

Benchmark 2014

Global Results for Desktop Support

Jeff Rumburg

27 Years of IT Service and Support Benchmarks

More than 3,000 IT Service and Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices

© 2015 MetricNet, LLC, www.metricnet.com 2

2014 Benchmarking Data: 138 Data Records from 31 Countries


The Benchmarking Methodology

4© 2015 MetricNet, LLC, www.metricnet.com

Samanage Customer

Service Desk

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 Goal of Benchmarking

Cost per Ticket HigherLower

HigherBEST-IN-CLASS

PERFORMANCE CURVE

AVERAGE PERFORMANCE CURVE


AFTER BENCHMARKING

STARTING POINT: BEFORE

BENCHMARKING

KPI’s Used in MetricNet Desktop Support Benchmarks

Cost per Ticket

Cost per Incident

Cost per Service Request

Cost ProductivityService Level

Quality

Ticket Handling

Technician

Average Incident Response Time (minutes)

% of Incidents Resolved in 1 Business Day

Mean Time to Resolve Incidents (business hours)

Mean Time to Complete Service Requests (business 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

Technician Satisfaction

New Technician Training

Hours

Annual Technician Training

Hours

Annual Technician Turnover

Technician Absenteeism

Technician Tenure (months)

Average Incident Work

Time (min)

Average Service Request

Work Time (min)

Average Travel Time per

Ticket (min)

Workload

Tickets per Seat per Month

Incidents per Seat per

Month

Service Requests per Seat

per Month

Incidents as a % of Total

Ticket Volume


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


Benchmarking Results Organized Into Three Categories

High Density

Medium Density

Field Services


Benchmarking Data Summary: High Density


Average Min Median Max

Cost per Ticket $84.42 $31.98 $82.03 $179.33

Cost per Incident $69.79 $18.27 $69.35 $148.92

Cost per Service Request $118.10 $48.89 $102.56 $260.27

Tickets per Technician per Month 142.8 54.4 124.9 276.4

Incidents per Technician per Month 100.2 19.2 88.4 230.7

Service Requests per Technician per Month 42.6 10.8 41.5 100.1

Technicians as a Percent of Total FTE's 85.5% 74.8% 84.6% 94.8%

Technician Utilization 54.8% 33.8% 56.5% 70.9%

Mean Time to Resolve Incidents (business hours) 6.5 1.0 5.0 24.1

% of Incidents Resolved in 1 Business Day 74.9% 18.7% 79.0% 94.8%

Mean Time to Fulfill Service Requests (business days) 2.9 1.0 2.6 5.7

% of Service Requests Fulfilled in 3 Business Days 56.3% 16.8% 59.2% 82.5%

Customer Satisfaction 83.6% 54.9% 86.5% 95.8%

Incident First Visit Resolution Rate 83.7% 66.7% 84.3% 97.2%

% Resolved Level 1 Capable 20.2% 3.8% 19.8% 35.4%

Annual Technician Turnover 31.4% 13.1% 27.8% 58.0%

Daily Technician Absenteeism 4.6% 0.8% 4.1% 11.4%

New Technician Training Hours 57 0 48 140

Annual Technician Training Hours 9 0 3 61

Technician Tenure (months) 43.6 17.6 43.9 88.4

Technician Job Satisfaction 78.9% 67.3% 79.7% 89.3%

Average Incident Work Time (minutes) 24.1 8.0 19.9 53.7

Average Service Request Work Time (minutes) 46.3 20.0 40.0 140.0

Travel Time per Ticket (minutes) 9.4 7.0 8.5 19.0

Tickets per Seat per Month 0.54 0.20 0.47 1.01

Incidents per Seat per Month 0.38 0.11 0.35 0.86

Service Requests per Seat per Month 0.16 0.04 0.14 0.42

Incidents as a % of Total Ticket Volume 68.0% 33.6% 69.6% 91.6%

2014 Benchmarking Statistics (High Density)

Cost

Productivity

Workload

Metric Type Key Performance Indicator (KPI)

Service Level

Quality

Technician

Ticket Handling

Benchmarking Data Summary: Medium Density



Cost per Ticket $125.13 $56.46 $116.46 $288.99




























2014 Benchmarking Statistics (Medium Density)

Cost

Productivity

Workload


Service Level

Quality

Technician

Ticket Handling

Benchmarking Data Summary: Field Services



Cost per Ticket $249.27 $97.12 $243.90 $508.45




























2014 Benchmarking Statistics (Field Services)

Cost

Productivity

Workload


Service Level

Quality

Technician

Ticket Handling

Benchmarking Data Summary: Comparative Averages


High Density Medium Density Field Services

Cost per Ticket $84.42 $125.13 $249.27

Cost per Incident $69.79 $112.42 $232.62

Cost per Service Request $118.10 $158.84 $282.58

Tickets per Technician per Month 142.8 88.1 46.6

Incidents per Technician per Month 100.2 65.1 31.4

Service Requests per Technician per Month 42.6 22.9 15.1

Technicians as a Percent of Total FTE's 85.5% 85.1% 85.0%

Technician Utilization 54.8% 55.8% 57.7%

Mean Time to Resolve Incidents (business hours) 6.5 9.6 13.9

% of Incidents Resolved in 1 Business Day 74.9% 35.7% 24.3%

Mean Time to Fulfill Service Requests (business days) 2.9 5.1 7.3

% of Service Requests Fulfilled in 3 Business Days 56.3% 26.2% 16.4%

Customer Satisfaction 83.6% 85.1% 81.4%

Incident First Visit Resolution Rate 83.7% 84.9% 83.4%

% Resolved Level 1 Capable 20.2% 21.5% 19.7%

Annual Technician Turnover 31.4% 25.3% 27.8%

Daily Technician Absenteeism 4.6% 4.7% 4.7%

New Technician Training Hours 57 62 62

Annual Technician Training Hours 9 13 10

Technician Tenure (months) 43.6 53.9 47.3

Technician Job Satisfaction 78.9% 81.1% 79.6%

Average Incident Work Time (minutes) 24.1 21.2 19.8

Average Service Request Work Time (minutes) 46.3 45.1 44.7

Travel Time per Ticket (minutes) 9.4 37.6 99.4

Tickets per Seat per Month 0.54 0.56 0.53

Incidents per Seat per Month 0.38 0.42 0.36

Service Requests per Seat per Month 0.16 0.13 0.16

Incidents as a % of Total Ticket Volume 68.0% 73.0% 66.5%

2014 Benchmarking Averages

Cost

Productivity

Workload


Service Level

Quality

Technician

Ticket Handling

Key Metrics Magnified


High Density Medium Density Field Services

Cost per Ticket $84.42 $125.13 $249.27

Travel Time per Ticket (minutes) 9.4 37.6 99.4

Average Incident Work Time (minutes) 24.1 21.2 19.8

Average Service Request Work Time (minutes) 46.3 45.1 44.7

Customer Satisfaction 83.6% 85.1% 81.4%

Tickets per Technician per Month 142.8 88.1 46.6

Technician Utilization 54.8% 55.8% 57.7%

Mean Time to Resolve Incidents (business hours) 6.5 9.6 13.9

Mean Time to Fulfill Service Requests (business days) 2.9 5.1 7.3

% Resolved Level 1 Capable 20.2% 21.5% 19.7%

Tickets per Seat per Month 0.54 0.56 0.53

2014 Benchmarking AveragesKey Performance Indicator (KPI)

The Desktop Support Balanced Scorecard

Step 1

Eight 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

14

Worst Case Best Case

Cost 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

The Scorecard Allows a Fair Benchmarking Comparison

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Deskto

p S

up

po

rt B

ala

nced

Sco

res

High 86.2%

Average ----- 51.9%

Median 50.1%

Low 16.0%

Your Score 67.1%

Desktop Support Balanced Scores

Key Statistics


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

kto

p S

up

po

rt B

ala

nc

ed

Sc

ore

12 Month Average Monthly Score


Empirical Observations from the Best-in-Class


1. Performance Measurement and Management as a Holistic Discipline

2. Annual Benchmarking – 1:1 Correspondence

3. Significant Investments in Technician Training

4. Understanding and Exploiting TCO and First Level Resolution

5. Selective Investments in Technology – Remote Control and Knowledge

Management

6. Process Optimization (ITIL, ITSM)

7. Driving Accountability to Technician Level

8. Marketing Service and Support

9. The Widespread Adoption of ROI Analysis

10. Managing Service and Support as a Business








Management






Metrics as a Fundamental Building Block in IT Support

METRICS

PEOPLE

PROCESS

TECH


10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5

Metrics Maturity Ranking

Deskto

p S

up

po

rt B

ala

nced

Sco

re

The Evidence for Metrics as a Foundation Discipline

n = 143


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%)

Inc

rea

sin

g V

alu

e!


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


Cost and Quality: Nothing Else Matters!

Lower CostCost per Ticket (Efficiency)

Cu

sto

mer

Sati

sfa

cti

on

(Eff

ecti

ven

ess)

Top Quartile

Efficient and Effective

Lower Quartile

Middle Quartiles

Effective but not Efficient

Middle Quartiles

Efficient but not Effective

World-ClassDesktop Support

Peer Group

Higher Cost

Lower

Quality

Higher

Quality


Desktop Support KPI’s: Cause-and-Effect

Cost per Ticket Customer Satisfaction

Technician

Utilization

FCR

(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







Management








Desktop Support KPI’s: Cause-and-Effect

Cost per Ticket Customer Satisfaction

Technician

Utilization

FCR

(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


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

nic

ian

Sati

sfa

cti

on


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

Te

ch

nic

ian

Sa

tis

fac

tio

n








Management







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




The Tao of SPOC (Single Point of Contact)

User CommunityLevel 1

Service Desk

Desktop

Support

Field

Support

Level 2 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

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%









Management







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.

37

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 Control Software on FLR

Average = 77.8% FLR

Average = 61.4% FLR

© 2015 MetricNet, LLC, www.metricnet.com

38

The Effect of a Mature Knowledge Base 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






Management








Driving Individual Accountability: The Technician Scorecard

Step 1

Eight 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

40

Worst Case Best Case

Customer Satisfaction 20.0% 67.0% 94.0% 83.0% 59.3% 11.9%

First Contact Resolution Rate (Incidents) 20.0% 38.0% 84.0% 61.0% 50.0% 10.0%

Incidents Closed this Month 15.0% 19.9 76.9 59.8 69.9% 10.5%

Service Requests Closed This Month 15.0% 15.6 42.2 28.5 48.6% 7.3%

Unplanned Absenteeism 7.5% 0.0% 22.0% 19.0% 86.4% 6.5%

Teamwork 7.5% 0.0 5.0 3.5 69.9% 5.2%

Initiative 7.5% 0.0 5.0 5.0 100.0% 7.5%

Mentoring 7.5% 0.0 5.0 4.5 90.0% 6.7%

Total 100.0% N/A N/A N/A N/A 43.7%

Balanced

Score

Your Actual

Performance

Metric

Score

Performance RangeMetric

WeightingPerformance Metric

Monthly Technician Performance Postings

Sep Aug Jul Jun May Apr

11 1 95.8% 98.0% 97.1% 95.7% 98.3% 97.3% 97.0%

32 2 92.8% 92.1% 90.3% 89.3% 84.6% 92.2% 90.2%

21 3 91.5% 88.5% 83.2% 94.0% 93.7% 93.5% 90.7%

35 4 91.0% 86.8% 85.2% 78.5% 80.5% 68.2% 81.7%

14 5 89.5% 89.1% 90.0% 90.1% 92.3% 92.1% 90.5%

26 6 83.8% 84.4% 90.2% 86.5% 77.8% 63.9% 81.1%

25 7 83.0% 73.6% 81.9% 72.1% 84.8% 87.9% 80.5%

15 8 70.4% 66.6% 53.3% 56.3% 56.6% 39.0% 57.0%

20 9 64.9% 66.5% 70.1% 56.9% 40.9% 72.7% 62.0%

31 10 62.3% 47.4% 22.7% 38.4% 26.0% 93.0% 48.3%

16 11 61.0% 62.8% 54.5% 45.9% 41.7% 62.7% 54.8%

17 12 57.9% 42.1% 32.3% 71.6% 60.3% 60.3% 54.1%

33 13 56.8% 75.5% 64.8% 80.3% 79.7% 73.5% 71.8%

13 14 52.2% 34.9% 61.0% 52.8% 58.9% 48.7% 51.4%

24 15 48.9% 66.7% 86.9% 87.7% 83.6% 74.5% 74.7%

28 16 46.4% 45.5% 19.3% 40.3% 28.8% 32.4% 35.4%

27 17 43.7% 26.5% 31.5% 24.3% 22.2% 17.2% 27.6%

19 18 41.5% 28.4% 50.1% 48.1% 71.1% 81.0% 53.4%

23 19 39.1% 52.3% 57.1% 86.4% 87.7% 88.9% 68.6%

22 20 36.8% 18.7% 19.3% 52.9% 66.4% 64.3% 43.1%

12 21 36.6% 43.2% 33.1% 65.7% 69.0% 86.0% 55.6%

30 22 36.3% 22.6% 23.5% 85.8% 81.5% 70.3% 53.3%

29 23 34.1% 44.9% 50.2% 28.3% 48.9% 36.9% 40.5%

34 24 33.4% 37.9% 23.1% 21.7% 29.7% 22.6% 28.0%

18 25 32.6% 68.4% 80.4% 88.4% 83.8% 91.6% 74.2%

59.3% 58.5% 58.0% 65.5% 66.0% 68.4% 62.6%

Monthly

Ranking

Monthly Average

Technician

Number

Monthly Scorecard Performance Six Month

Average







Management








43

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)

44

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


Support Has an Opportunity to Minimize TCO



46

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)


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


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


Desktop Support Drives Customer Satisfaction for All of IT

What We Learned from Benchmark 2014

Desktop Support is now being managed as a strategic asset within the

enterprise

One that can reduce the overall cost of IT

Dramatically improve the productivity of end-users

And drive a positive view of IT

World-Class Desktop Support organizations have a number of success

factors in common

1. Part of an end-to-end support process

2. An understanding of the economics of TCO for user support

3. Active efforts to maximize First Contact, and First Level resolution rates

4. Use performance metrics diagnostically and prescriptively

5. Invest in technician training, coaching, and career pathing

6. Have active internal marketing efforts

7. And aggressively promote and communicate the value delivered by

Desktop Support


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Session 107: Benchmark 2014: Global Results for Desktop Support

Wednesday, March 25, 2015 at 10:15am

Session 401: The Role of IT Leadership in Service and Support

Thursday, March 26, 2015 at 10:00am

Session 705: Past and Present: 25 Years of Service Desk KPIs

Friday, March 27, 2015 at 9:00am

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Thank You!

Questions?

About MetricNet

Your Benchmarking Partner

54

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

55

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


27 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 Clients

MetricNet Conducts benchmarking for IT Service and Support

organizations worldwide, and across virtually every industry sector.


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