it service and support benchmark - amazon web services · it service and support benchmark for...
TRANSCRIPT
IT Service and Support Benchmark
For Higher EducationInformation Briefing
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
1© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark
For Higher EducationInformation Briefing
About MetricNet:
Your Benchmarking Partner
IT Service and Support Benchmark for Higher Education
Benchmarking is MetricNet’s Core Business
Call Centers
Telecom
Information
Technology
Satisfaction
Technical Support
Customer Service
Telemarketing/Telesales
Collections
Service Desk
Desktop Support
Field Services
Cost Benchmarking
Customer Satisfaction
Employee Satisfaction
© 2016 MetricNet, LLC, www.metricnet.com 4
IT Service and Support Benchmark for Higher Education
27 Years of Service and Support Benchmarking Data
More than 3,700 Service & Support Benchmarks
Global Database
30 Key Performance Indicators
Nearly 80 Industry Best Practices
© 2016 MetricNet, LLC, www.metricnet.com 5
IT Service and Support Benchmark for Higher Education
More than Half the FORTUNE 500 Use MetricNet Benchmarks
MetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and across virtually every industry sector.
© 2016 MetricNet, LLC, www.metricnet.com 6
IT Service and Support Benchmark
for Higher Education
Project Overview
IT Service and Support Benchmark for Higher Education
Why an IT Service and Support Benchmark for Higher Education?
Industry Demand is huge
Unique characteristics of IT Service and Support
in this vertical market
Student support model
Wide spectrum of technologies to support
Customers are broadly distributed geographically
Service levels are critical
© 2016 MetricNet, LLC, www.metricnet.com 8
IT Service and Support Benchmark for Higher Education
9
Project Timeline
© 2016 MetricNet, LLC, www.metricnet.com
Sign-up and
Registration
Phase
May June July August
2016
Data Collection
Documents Due
July 31, 2016
September
Benchmarking
Reports Produced
by MetricNet
Presentation
of Results
2016 2016
Half Price
Discount Ends On
July 1, 2016
IT Service and Support Benchmark for Higher Education
The Benchmarking Process
Module 1: Baselining / Data Collection
Module 2: Benchmarking and Gap Analysis
Module 3: Balanced Scorecard
Module 4: Best Practices Process Self Assessment
Module 5: Strategies for Improved Performance
Module 6: Report Development and Presentation of Results
© 2016 MetricNet, LLC, www.metricnet.com 10
IT Service and Support Benchmark for Higher Education
11
Module 1: Baselining/Data Collection
Core Topics
Project Kickoff
Data Collection
© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Individualized Project Kickoff Meeting
XYZ University
12© 2016 MetricNet, LLC, www.metricnet.com
Key Objectives: Project Kickoff Meeting
• Introduce the MetricNet and XYZ
University project teams
• Discuss the project schedule
• Distribute the data collection document
• Answer questions about the project
IT Service and Support Benchmark for Higher Education
13
Data Collection
© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
14
Module 2: Benchmarking and Gap Analysis
Core Topics
Benchmarking
Comparison
Gap Analysis
© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
15
XYZ University Service
and 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
© 2016 MetricNet, LLC, www.metricnet.com
Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to receive your copy!
IT Service and Support Benchmark for Higher Education
Summary of Included Service Desk Benchmarking Metrics
Cost per Inbound Contact
Cost per Minute of Inbound
Handle Time
Price per Inbound Contact
Price per Minute of Handle Time
First Level Resolution Rate
Cost Productivity
Service Level
Quality
Call HandlingTechnician
Average Speed of Answer
(ASA)
% of Calls Answered in 30
seconds
Call Abandonment Rate
Inbound Contacts per
Technician per Month
Technician Utilization
Technicians as a % of
Total Headcount
Customer Satisfaction
First Contact Resolution Rate
Call Quality
Annual Technician Turnover
Daily Technician Absenteeism
Schedule Adherence
New Technician Training Hours
Annual Technician Training Hours
Technician Tenure
Technician Job Satisfaction
Inbound Contact Handle
Time
User Self-Service
Completion Rate
© 2016 MetricNet, LLC, www.metricnet.com 16
IT Service and Support Benchmark for Higher Education
Summary of Included Desktop Support Benchmarking Metrics
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
© 2016 MetricNet, LLC, www.metricnet.com 17
IT Service and Support Benchmark for Higher Education
18© 2016 MetricNet, LLC, www.metricnet.com
Benchmarking KPI Performance Summary
Average Min Median Max
Cost per Inbound Contact $9.57 $13.79 $9.57 $13.33 $20.29
Cost per Minute of Inbound Handle Time $0.33 $0.44 $0.32 $0.43 $0.62
First Level Resolution Rate 86.7% 83.0% 67.6% 82.4% 97.5%
Inbound Contacts per Technician per Month 308 173 123 169 308
Technician Utilization 93.0% 54.3% 40.1% 53.0% 93.0%
Technicians as a % of Total Headcount 80.4% 85.3% 75.4% 85.7% 94.5%
Average Speed of Answer (ASA) (seconds) 1744 130 26 76 1744
% of Calls Answered in 30 Seconds 13.5% 42.9% 13.5% 40.8% 87.9%
Call Abandonment Rate 23.5% 8.5% 2.6% 7.8% 23.5%
Call Quality 90.5% 85.2% 73.6% 85.7% 96.3%
First Contact Resolution Rate 83.9% 73.5% 62.8% 72.2% 92.3%
Customer Satisfaction 84.5% 78.4% 65.2% 77.6% 97.9%
Annual Technician Turnover 28.4% 45.0% 12.3% 44.7% 86.3%
Daily Technician Absenteeism 5.0% 10.7% 2.2% 9.6% 22.3%
Schedule Adherence N/A 82.6% 71.7% 82.0% 92.6%
New Technician Training Hours 130 165 74 146 277
Annual Technician Training Hours 40 24 0 19 90
Technician Tenure (months) 32.5 32.3 10.4 25.8 95.4
Technician Job Satisfaction 70.0% 70.6% 52.5% 70.6% 92.1%
Inbound Contact Handle Time (minutes) 29.43 30.77 22.58 31.06 36.81
User Self-Serve Completion Rate 2.7% 8.4% 0.0% 6.4% 22.2%
XYZ
University
Peer Group Statistics
Cost
Productivity
Technician
Contact Handling
Metric Type Key Performance Indicator (KPI)
Service Level
Quality
Sample Data Only
IT Service and Support Benchmark for Higher Education
19© 2016 MetricNet, LLC, www.metricnet.com
Quartile Rankings: Cost and Productivity Metrics
79.2%
86.7%First Level Resolution Rate
97.5% 88.7% 82.4%
88.7% 82.4% 79.2% 67.6%
$0.62
$0.52
$0.33Cost per Minute of Inbound Handle Time
$0.32 $0.38 $0.43
$0.38 $0.43 $0.52
$11.69 $13.33 $15.68 $20.29
(Top) (Bottom)
Cost per Inbound Contact$9.57 $11.69 $13.33 $15.68
$9.57
Cost Metric
Quartile Your Service
Desk
Performance1
2 3
4
80.3%
80.4%Technicians as a % of Total Headcount
94.5% 88.6% 85.7%
88.6% 85.7% 80.3% 75.4%
40.1%
49.6%
93.0%Technician Utilization
93.0% 56.5% 53.0%
56.5% 53.0% 49.6%
186 169 148 123
(Top) (Bottom)
Inbound Contacts per Technician per Month308 186 169 148
308
Productivity Metric
Quartile Your Service
Desk
Performance1
2 3
4
Sample Data Only
IT Service and Support Benchmark for Higher Education
60.0%
62.0%
64.0%
66.0%
68.0%
70.0%
72.0%
74.0%
76.0%
78.0%
80.0%
82.0%
84.0%
86.0%
88.0%
90.0%
92.0%
94.0%
96.0%
98.0%
Cu
sto
me
r S
ati
sfa
cti
on
Service Desk
20© 2016 MetricNet, LLC, www.metricnet.com
Quality Metrics: Customer Satisfaction
High 97.9%
Average ־־־־־ 78.4%
Median 77.6%
Low 65.2%
XYZ University 84.5%
Key Statistics
Customer Satisfaction
Sample Data Only
IT Service and Support Benchmark for Higher Education
21
Cost vs. Quality for XYZ University Service Desk
© 2016 MetricNet, LLC, www.metricnet.com
Sample Data Only
XYZ University
Service Desk
Global
Database
Lower CostCost (Efficiency)
Qualit
y (
Effectiveness)
Top Quartile
Efficient and Effective
Lower Quartile
Middle Quartiles
Effective but not Efficient
Middle Quartiles
Efficient but not Effective
Higher Cost
Lower
Quality
Higher
Quality
IT Service and Support Benchmark for Higher Education
22
Module 3: Balanced Scorecard
© 2016 MetricNet, LLC, www.metricnet.com
Core Topics
Metrics Selection
Metric Weightings
Scorecard Construction
IT Service and Support Benchmark for Higher Education
Step 2
Each metric has been
weighted according to its
relative importance
The Service Desk Scorecard
Step 1
Six critical
performance
metrics have been
selected for the
scorecard
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
23
Worst Case Best Case
Cost per Inbound Contact 25.0% $20.29 $9.57 $9.57 100.0% 25.0%
Customer Satisfaction 25.0% 65.2% 97.9% 84.5% 59.0% 14.8%
Technician Utilization 15.0% 40.1% 93.0% 93.0% 100.0% 15.0%
First Contact Resolution Rate 15.0% 62.8% 92.3% 83.9% 71.6% 10.7%
Technician Job Satisfaction 10.0% 52.5% 92.1% 70.0% 44.2% 4.4%
% of Calls Answered in 30 Seconds 10.0% 13.5% 87.9% 13.5% 0.0% 0.0%
Total 100.0% N/A N/A N/A N/A 68.7%
Metric Score
Balanced
ScorePerformance Metric
Metric
Weighting
Performance Range XYZ
University
Sample Data Only
IT Service and Support Benchmark for Higher Education
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
75.0%
Ba
lan
ced
Sc
ore
s
Service Desk
24© 2016 MetricNet, LLC, www.metricnet.com
Balanced Scorecard Summary*
*The scores shown in the chart are based upon the performance metrics, weightings, and data ranges shown on the previous page.
High 70.5%
Average ־־־־־ 42.4%
Median 42.6%
Low 14.1%
XYZ University 68.7%
Service Desk Scores
Key Statistics
Sample Data Only
IT Service and Support Benchmark for Higher Education
Overall Service Desk Scorecard Trend
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Se
rvic
e D
es
k B
ala
nc
ed
Sc
ore
12 Month Average Monthly Score
25© 2016 MetricNet, LLC, www.metricnet.com
Sample Data Only
IT Service and Support Benchmark for Higher Education
Module 4: Best Practices Process Self Assessment
Core Components
XYZ University Self Assessment
MetricNet Maturity Ranking
Process Assessment Rollup
© 2016 MetricNet, LLC, www.metricnet.com 26
IT Service and Support Benchmark for Higher Education
Six-Part Model for Service Desk Best Practices
Proactively Managing
Stakeholder Expectations
Stakeholder Communication
A Holistic Approach to
Performance
Measurement
Performance Measurement
Leveraging People and
ProcessesTechnology
Expeditious Delivery of
Customer ServiceProcess
Proactive, Life-cycle
Management of
Personnel
Human
Resources
Defining Your Charter
and MissionStrategy
DefinitionModel
Component
Customer
Enthusiasm
Strategy
Human Resources
ProcessTechnology
PerformanceMeasurement
Stakeholder Communication
27© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Ranking Explanation
1 No Knowledge of the Best Practice.
2 Aware of the Best Practice, but not applying it.
3 Aware of the Best Practice, and applying at a rudimentary level.
4 Best Practice is being effectively applied.
5 Best Practice is being applied in a world-class fashion.
Best Practices Evaluation Criteria
28© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
XYZ University Self Assessment
29© 2016 MetricNet, LLC, www.metricnet.com
Sample Data Only
Best
Practice
XYZ
University's
Score
Peer Group
Average
Total Score 21.0 21.74
Average Score 3.00 3.11
3.50
2
The Service Desk has a published Service Catalog, including a Supported Products List, that is
distributed and communicated to key stakeholders including end users. The Service Catalog is
available on-line.
1.0 2.63
Strategy Best Practices Defined
1The Service Desk has a well-defined mission, vision, and strategy. The vision and strategy are well-
documented, and communicated to key stakeholders in the organization.4.0
2.39
3
The Service Desk has an action plan for continuous improvement. The plan is documented and
distributed to key stakeholders in the organization, and specific individuals are held accountable for
implementing the action plan.
4.0 3.02
4
The Service Desk is well integrated into the information technology function. The Service Desk acts
as the "voice of the user" in IT, and is involved in major IT decisions and deliberations that affect end
users. The Service Desk is alerted ahead of time so that they can prepare for major rollouts, or other
changes in the IT environment.
5.0 3.25
3.28
Summary Statistics
5The Service Desk has SLA's that define the level of service to be delivered to users. The SLA's are
documented, published, and communicated to key stakeholders in the organization.1.0 3.66
6
The Service Desk has OLA's (Operating Level Agreements) with other support groups in the
organization (e.g., level 2 support, desktop support, field support, etc.). The OLA's clearly define the
roles and responsibilities of each support group, and the different support groups abide by the terms
of the OLA's.
1.0
7
The Service Desk actively seeks to improve Level 1 Resolution Rates, First Contact Resolution
Rates, Level 0 Resolution Rates (User Self-Help), and Level -1 (Problem Prevention) Resolution
Rates by implementing processes, technologies, and training that facilitate these objectives.
5.0
IT Service and Support Benchmark for Higher Education
30© 2016 MetricNet, LLC, www.metricnet.com
Best Practices Process Assessment Summary
3.00
4.62
3.193.00
4.14
3.50
3.11 2.83 2.94
2.36 2.492.64
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
5.0
Ave
rag
e S
co
re
XYZ University
Peer Group
Sample Data Only
IT Service and Support Benchmark for Higher Education
0.0
20.0
40.0
60.0
80.0
100.0
120.0
140.0
160.0
180.0
200.0
220.0
240.0
260.0
280.0
300.0
320.0
340.0
360.0
To
tal P
roc
es
s A
sse
ss
me
nt
Sc
ore
s
Overall Process Assessment Scores
31© 2016 MetricNet, LLC, www.metricnet.com
High 339.7
Average ־־־־־ 195.7
Median 197.7
Low 76.8
XYZ University 262.0
World-Class ־־־־־ 288.0
Key Statistics
Total Process Assessment Score
IT Service and Support Benchmark for Higher Education
Process Maturity vs. Scorecard Performance
32© 2016 MetricNet, LLC, www.metricnet.com
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
0.0 50.0 100.0 150.0 200.0 250.0 300.0 350.0 400.0
Ba
lan
ced
Sc
ore
Process Assessment Score
Sample Data Only
Avera
ge =
195.7
Wo
rld
-Cla
ss =
288.0
Average = 51.0%
XYZ University
Global Database
Process Assessment Score 262.0
Balanced Score 68.7%
XYZ University Performance
IT Service and Support Benchmark for Higher Education
Module 5: Strategies for Improved Performance
Core Components
Conclusions and
Recommendations
Roadmap for World-
Class Performance
33© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Conclusions and Recommendations
Conclusions and Recommendations fall into six
categories
1. Strategy
2. Human Resource Management
3. Call Handling Processes and Procedures
4. Technology
5. Performance Measurement and Management
6. Stakeholder Communication
34© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Performance Targets will be Established for Each Participant
Achieving the performance targets recommended above will increase the XYZ University Balanced
Score from 68.7% to 70.5%, and put XYZ University in the top position on the Balanced Scorecard.
35© 2016 MetricNet, LLC, www.metricnet.com
Performance Metric XYZ University Target Performance
First Contact Resolution Rate 83.9% 85.0%
First Level Resolution Rate 86.7% 88.0%
Annual Technician Turnover 28.4% 25.0%
New Technician Training Hours 130 100
Service Desk Balanced Score 68.7% 70.5%
IT Service and Support Benchmark for Higher Education
36
Module 6: Report Development and Presentation of Results
Core Topics
Conclusions and
Recommendations
Report Development
Presentation of
Benchmarking Results
© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
37
Create Custom Benchmarking Reports
© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Individualized Presentation of Results
XYZ University
38© 2016 MetricNet, LLC, www.metricnet.com
The results of the benchmark will be presented in a live webcast
IT Service and Support Benchmark for Higher Education
Summary of Deliverables
Deliverables include…
Project Participation Kit:
Project Schedule
Data collection questionnaires
Project Kickoff Meeting
Comprehensive Assessment and Benchmarking Report
Project Overview and Objectives
Industry Background
Benchmarking Performance Summary
Balanced Scorecard
Best Practices Process Assessment
Conclusions and Recommendations
Detailed Benchmarking Data
Live Webcast Presentation of Results via GoTo Meeting
39© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
Project Fees
$5,000 for one Service Desk or Desktop Support
Benchmark
$7,500 for two Service Desk or Desktop Support
Benchmarks
Fee Schedule applies for 3 or more Benchmarks
After July 1, the participation fees will double to
$10,000 for one benchmark, and $15,000 for two
benchmarks.
40© 2016 MetricNet, LLC, www.metricnet.com
Next Steps
IT Service and Support Benchmark for Higher Education
Next Steps
Visit our web page for the Higher Education Benchmark
https://www.metricnet.com/higher-education-service-and-
support-benchmark
Review the FAQ’s and Sample Deliverables
Let us know if you have questions: [email protected]
Sign up for the Benchmark!
https://www.metricnet.com/product/higher-education-service-
and-support-benchmark
42© 2016 MetricNet, LLC, www.metricnet.com
IT Service and Support Benchmark for Higher Education
43
Project Timeline
© 2016 MetricNet, LLC, www.metricnet.com
Sign-up and
Registration
Phase
May June July August
2016
Data Collection
Documents Due
July 31, 2016
September
Benchmarking
Reports Produced
by MetricNet
Presentation
of Results
2016 2016
Half Price
Discount Ends On
July 1, 2016
Question and Answer
45
www.metricnet.com 703.992.8160 [email protected]
You Can Reach MetricNet…
© 2016 MetricNet, LLC, www.metricnet.com
Thank You!