Free Desktop Support Training Series | What You Need to Know About Desktop Support KPIs

0

Cause and Effect What You Need to Know About Desktop Support KPI’s

Session #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC

1

Observations From 25 Years of Desktop Support Data

More than 900 Desktop Support Benchmarks

Global Database

25+ Key Performance Indicators

Nearly 60 Industry Best Practices

1

2

Characteristics of World-Class Desktop Support

Desktop Support consistently exceeds customer expectations

Result is high levels of customer satisfaction

MTTR is below average for Incidents and 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

© 2013 MetricNet, LLC, www.metricnet.com

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

© 2013 MetricNet, LLC, www.metricnet.com 3

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%)

Inc

rea

sin

g V

alu

e!


6

4

3

2

1

Customer

Enthusiasm

An Industry MegaTrend: The Holistic Use of KPI’s

Measure

Diagnose

Prescribe

Implement

Model

Component Description

1. Measure

Measure help

desk

performance on

an ongoing basis

2. Diagnose

Benchmark

performance and

conduct a gap

analysis

3. Prescribe Define actions to

close the gap

4. Implement

Implement your

action plan and

improve

performance © 2013 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

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 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)


Tickets per Technician-Month

Incidents per Technician-Month

Service Requests per Technician-Month

Ratio of Technicians to Total Headcount


First Contact Resolution Rate

(Incidents

% Resolved Level 1 Capable

% of Tickets Re-opened


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


Desktop Support KPI’s: Which Ones Really Matter?

Cost per Ticket Cost

Productivity

Quality

Call Handling


Customer satisfaction

First contact resolution rate (incidents)

Technician Technician Job Satisfaction

Aggregate Balanced scorecard

TCO % Resolved Level 1 Capable

Service Level Mean Time to Resolve


12

Benchmarking Case Study:

Optimizing Desktop Support Performance


Your Desktop Support 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 Benchmarking Methodology

Read MetricNet’s whitepaper on Desktop Support Benchmarking. Go to www.metricnet.com to download your copy!


http://www.metricnet.com/

Cost per Ticket Higher Lower

Higher AFTER BENCHMARKING

STARTING POINT: BEFORE

BENCHMARKING

BEST-IN-CLASS

PERFORMANCE CURVE

AVERAGE PERFORMANCE CURVE

The Goal of Benchmarking

Cu

sto

mer

Sa

tisfa

cti

on


Benchmarking Data Summary

Average Min MaxCost per Ticket $81 $68 $55 $117

Cost per Incident $57 $45 $34 $85

Cost per Service Request $144 $128 $107 $196

Customer 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 93

Incidents per Technician per Month 81 100 72 131

Service Requests per Technician per Month 42 53 35 71

Ratio 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 4.3

Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7

Technician Satisfaction 71% 84% 66% 87%

New Technician Training Hours 10 46 10 80

Annual Technician Training Hours 0 21 0 28

Annual Technician Turnover 53% 24% 8% 53%

Technician Absenteeism 19% 14% 9% 22%

Technician Tenure (months) 11 47 11 64

Technician Schedule Adherence 64% 87% 64% 91%

Average Incident Work Time (min) 65 49 38 77

Average Service Request Work Time (min) 119 94 80 110

Average Travel Time per Ticket (min) 18 23 12 49

Tickets per Seat per Month 0.79 0.90 0.70 1.68

Incidents per Seat per Month 0.57 0.65 0.5 1.2

Service Requests per Seat per Month 0.22 0.25 0.2 0.48

Incidents 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


The Two Foundation Metrics: Cost and Customer Satisfaction

Cost per Ticket Customer Satisfaction


Cost and Quality: Nothing Else Matters!

Lower Cost Cost per Ticket (Efficiency)

Cu

sto

mer

Sati

sfa

cti

on

(E

ffecti

ven

ess)

Top Quartile

Efficient and Effective

Lower Quartile

Middle Quartiles

Effective but not Efficient

Middle Quartiles

Efficient but not Effective

World-Class Desktop Support

Peer Group

Higher Cost

Lower

Quality

Higher

Quality


Technician Utilization: The Key Driver of Cost


Technician

Utilization


$0

$50

$100

$150

$200

$250

$300

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

Techncian Utilization

Co

st

per

Tic

ket

Technician Utilization vs. Cost per Ticket


Desktop Support Technician Utilization Defined

Technician

Utilization

((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

Technician

Utilization

((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

((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%

Technician

Utilization


The Drivers of Customer Satisfaction


Technician

Utilization

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%


Cu

sto

mer

Sati

sfa

cti

on

Technician 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)

Cu

sto

mer

Sati

sfa

cti

on

Incident 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)

Cu

sto

mer

Sati

sfa

cti

on


The Drivers of Technician Satisfaction


Technician

Utilization

FCR

(Incidents)

Technician

Satisfaction

SL’s

MTTR

Service

Levels: MTTR

Coaching Career Path Training Hours


New Technician Training Hours vs. Technician Job 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


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)

Incid

en

t F

CR


Measuring Defects: % Resolved Level 1 Capable


Technician

Utilization

FCR

(Incidents)

Technician

Satisfaction

SL’s

MTTR

Service

Levels: MTTR


% Resolved

Level 1

Capable


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 Summary of the Major KPI Correlations


Technician

Utilization

FCR

(Incidents)

Technician

Satisfaction


SL’s

MTTR

Work/

Travel Time Techs/

Total FTE’s

Absenteeism/

Turnover

% Resolved

Level 1

Capable

Scheduling

Efficiency

Service

Levels: MTTR


Benchmarking Case Study: The Diagnosis

Average Min MaxCost per Ticket $81 $68 $55 $117

Cost per Incident $57 $45 $34 $85

Cost per Service Request $144 $128 $107 $196

Customer 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 93

Incidents per Technician per Month 81 100 72 131

Service Requests per Technician per Month 42 53 35 71

Ratio 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 4.3

Mean Time to Complete Service Requests (days) 12.7 7.4 4.6 12.7

Technician Satisfaction 71% 84% 66% 87%

New Technician Training Hours 10 46 10 80

Annual Technician Training Hours 0 21 0 28

Annual Technician Turnover 53% 24% 8% 53%

Technician Absenteeism 19% 14% 9% 22%

Technician Tenure (months) 11 47 11 64

Technician Schedule Adherence 64% 87% 64% 91%

Average Incident Work Time (min) 65 49 38 77

Average Service Request Work Time (min) 119 94 80 110

Average Travel Time per Ticket (min) 18 23 12 49

Tickets per Seat per Month 0.79 0.90 0.70 1.68

Incidents per Seat per Month 0.57 0.65 0.5 1.2

Service Requests per Seat per Month 0.22 0.25 0.2 0.48

Incidents 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


Desktop KPI’s: Which Ones Really Matter?

Cost per Ticket Cost

Productivity

Quality

Call Handling


Customer satisfaction

First contact resolution rate (incidents)

Technician Technician Satisfaction

Aggregate Balanced scorecard

TCO % Resolved Level 1 Capable

Service Level Mean Time to Resolve


Aggregate Metrics: The 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

35

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


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%

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


Establishing Performance Targets

Achieving the performance targets recommended above will improve the Desktop Support

Balanced Score from 67.1% to 85.6%.

Desktop Support MetricCurrent

Performance

Performance

Target

Cost per Incident $48.00 $42.50

Cost per Service Request $113.00 $98.00

Customer Satisfaction 83.0% 90.0%

Technician Utilization 59.0% 65.0%

Incident First Contact Resolution 61.0% 70.0%

% of Incidents Resolved in 24 Hours 58.0% 70.0%

Mean Time to Complete Service Requests (days) 5.8 3.5

Technician Satisfaction 84.0% 90.0%

Desktop Support Balanced Score 67.1 85.6


% %

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

39

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'10 Aug '10 Jul '10 Jun '10 May '10 Apr '10

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Technician

Number

Monthly Scorecard Performance Six Month

Average


The Big Picture on Desktop Support KPI’s

41

42 © 2013 MetricNet, LLC, www.metricnet.com

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

44

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

Because 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


45

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


Because Support Has an Opportunity to Minimize TCO

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 reduce and

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

levels of Customer Satisfaction for all of IT


47

Thank You!

Thank you for attending this session.

Please don’t forget to complete an evaluation form!


48

Question and Answer Session #408: April 18, 2013 Jeff Rumburg, Managing Partner, MetricNet LLC

49

About MetricNet

25 Years of Desktop Support Data

More than 900 Desktop Support Benchmarks

Global Database

25+ Key Performance Indicators

Nearly 60 Industry Best Practices



Benchmarking is MetricNet’s Core Business

Call Centers

Telecom

Information

Technology

Satisfaction

Technical Support

Customer Service

Telemarketing/Telesales

Collections

Service Desk

Desktop Support

Field Support

Price Benchmarking


Employee Satisfaction

52

Your Presenter: Jeff Rumburg


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 in

benchmarking 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.

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Cause and Effect What You Need to Know About Desktop Support KPI’s
