Benchmark 2014 | Global Results for Desktop Support | HDI 2015

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  • 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

    2015 MetricNet, LLC, www.metricnet.com 3

  • 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

    5 2015 MetricNet, LLC, www.metricnet.com

    AFTER BENCHMARKING

    STARTING POINT: BEFORE

    BENCHMARKING

  • KPIs 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

    2015 MetricNet, LLC, www.metricnet.com 6

  • 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

    2015 MetricNet, LLC, www.metricnet.com 7

  • Benchmarking Results Organized Into Three Categories

    High Density

    Medium Density

    Field Services

    2015 MetricNet, LLC, www.metricnet.com 8

  • Benchmarking Data Summary: High Density

    2015 MetricNet, LLC, www.metricnet.com 9

    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

    2015 MetricNet, LLC, www.metricnet.com 10

    Average Min Median Max

    Cost per Ticket $125.13 $56.46 $116.46 $288.99

    Cost per Incident $112.42 $44.13 $105.45 $279.28

    Cost per Service Request $158.84 $75.29 $144.92 $348.39

    Tickets per Technician per Month 88.1 37.7 83.0 149.7

    Incidents per Technician per Month 65.1 26.9 61.5 118.7

    Service Requests per Technician per Month 22.9 4.6 23.0 52.1

    Technicians as a Percent of Total FTE's 85.1% 72.1% 83.8% 97.4%

    Technician Utilization 55.8% 36.2% 56.0% 72.2%

    Mean Time to Resolve Incidents (business hours) 9.6 3.0 8.1 22.1

    % of Incidents Resolved in 1 Business Day 35.7% 18.9% 38.3% 44.4%

    Mean Time to Fulfill Service Requests (business days) 5.1 2.1 5.1 11.1

    % of Service Requests Fulfilled in 3 Business Days 26.2% 2.4% 25.6% 39.6%

    Customer Satisfaction 85.1% 51.3% 87.1% 99.1%

    Incident First Visit Resolution Rate 84.9% 68.0% 86.3% 97.8%

    % Resolved Level 1 Capable 21.5% 4.8% 21.7% 33.7%

    Annual Technician Turnover 25.3% 2.5% 24.8% 53.7%

    Daily Technician Absenteeism 4.7% 0.1% 3.7% 13.4%

    New Technician Training Hours 62 0 65 135

    Annual Technician Training Hours 13 0 7 59

    Technician Tenure (months) 53.9 18.2 47.3 110.3

    Technician Job Satisfaction 81.1% 68.2% 80.6% 97.6%

    Average Incident Work Time (minutes) 21.2 8.0 19.7 51.3

    Average Service Request Work Time (minutes) 45.1 20.0 38.5 124.0

    Travel Time per Ticket (minutes) 37.6 20.0 37.5 78.0

    Tickets per Seat per Month 0.56 0.21 0.57 1.16

    Incidents per Seat per Month 0.42 0.12 0.42 1.00

    Service Requests per Seat per Month 0.13 0.04 0.12 0.45

    Incidents as a % of Total Ticket Volume 73.0% 40.8% 76.9% 94.7%

    2014 Benchmarking Statistics (Medium Density)

    Cost

    Productivity

    Workload

    Metric Type Key Performance Indicator (KPI)

    Service Level

    Quality

    Technician

    Ticket Handling

  • Benchmarking Data Summary: Field Services

    2015 MetricNet, LLC, www.metricnet.com 11

    Average Min Median Max

    Cost per Ticket $249.27 $97.12 $243.90 $508.45

    Cost per Incident $232.62 $88.75 $220.48 $477.79

    Cost per Service Request $282.58 $103.01 $266.42 $577.19

    Tickets per Technician per Month 46.6 26.6 44.9 85.5

    Incidents per Technician per Month 31.4 13.0 28.7 64.9

    Service Requests per Technician per Month 15.1 4.2 13.1 40.4

    Technicians as a Percent of Total FTE's 85.0% 71.9% 85.0% 96.9%

    Technician Utilization 57.7% 35.7% 58.9% 72.5%

    Mean Time to Resolve Incidents (business hours) 13.9 5.7 12.9 31.2

    % of Incidents Resolved in 1 Business Day 24.3% 10.6% 25.0% 32.7%

    Mean Time to Fulfill Service Requests (business days) 7.3 3.0 6.9 13.3

    % of Service Requests Fulfilled in 3 Business Days 16.4% 1.5% 17.7% 26.3%

    Customer Satisfaction 81.4% 48.0% 85.0% 98.0%

    Incident First Visit Resolution Rate 83.4% 70.0% 82.8% 97.3%

    % Resolved Level 1 Capable 19.7% 7.6% 19.9% 32.9%

    Annual Technician Turnover 27.8% 11.0% 28.5% 55.6%

    Daily Technician Absenteeism 4.7% 0.7% 4.0% 11.1%

    New Technician Training Hours 62 0 61 185

    Annual Technician Training Hours 10 0 8 46

    Technician Tenure (months) 47.3 21.5 41.4 96.2

    Technician Job Satisfaction 79.6% 68.7% 79.4% 89.8%

    Average Incident Work Time (minutes) 19.8 8.0 16.9 44.5

    Average Service Request Work Time (minutes) 44.7 20.0 39.0 113.0

    Travel Time per Ticket (minutes) 99.4 60.0 92.0 181.0

    Tickets per Seat per Month 0.53 0.21 0.47 1.19

    Incidents per Seat per Month 0.36 0.11 0.31 0.95

    Service Requests per Seat per Month 0.16 0.04 0.14 0.40

    Incidents as a % of Total Ticket Volume 66.5% 39.8% 67.6% 91.4%

    2014 Benchmarking Statistics (Field Services)

    Cost

    Productivity

    Workload

    Metric Type Key Performance Indicator (KPI)

    Service Level

    Quality

    Technician

    Ticket Handling

  • Benchmarking Data Summary: Comparative Averages

    2015 MetricNet, LLC, www.metricnet.com 12

    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

    Tec