performance quality review standards

Enterprise Service Desk Serving BSEE, BOEM, and ONRR

Performance Quality ReviewStandard Operating Procedure

Version 2.0

October 30, 2013

Prepared by

Enterprise IT Core Services

Performance Quality Review EITCS Standard Procedure

Table of Contents

1 Introduction..............................................................................................................................1

1.1 Audience..........................................................................................................................1

1.2 Purpose............................................................................................................................1

1.3 Scope................................................................................................................................1

1.4 Acronyms.........................................................................................................................1

1.5 Requirements...................................................................................................................2

1.6 References........................................................................................................................2

2 Roles and Responsibilities.......................................................................................................3

3 Job Performance Expectations...............................................................................................4

3.2 Expectations and Measures..............................................................................................4

3.2.1 First Call Resolution (FCR)........................................................................................4

3.2.2 Customer Satisfaction Rating (CSR)...........................................................................5

3.2.3 Ticket Quality (TQ)......................................................................................................6

3.2.4 Phone Efficiency (PE)..................................................................................................7

3.2.5 Known Error Knowledge Articles...............................................................................8

Appendix A Appendix Document Control..............................................................................9

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1 IntroductionGuidelines have been established to give Service Desk Technicians a better understanding of job performance expectations and measurements of those expectations. It also provides the Leads with instructions to deliver constructive evaluation of the technical job performance.

1.1 Audience

Service Desk Technicians, Service Desk Team Lead, Service Desk Technical Lead

1.2 Purpose

The objective is to provide the Service Desk Technician with a clear course of action by defining technical areas that will be measured, how grading will be conducted and offer a platform for open conversation about job development and acknowledgement of good performance.

1.3 Scope

The Service Desk Technician will manage personal day-to-day operations and submit a weekly status report. The Service Desk Team Lead and Technical Lead will monitor the quality of the technician’s work in order to provide tactical guidance and training. On a monthly basis, the Service Desk Team Lead will conduct one-on-one meetings with each Service Desk Technician to discuss the Scorecard evaluation as a way to provide instruction, coaching and recognition. The Scorecard will contribute to each Service Desk Technician’s annual performance review.

1.4 Acronyms

The following table defines the acronyms used in this document.

Acronym DefinitionBSEE Bureau of Safety and Environmental EnforcementCSR Customer Satisfaction RatingEITCS Enterprise IT Core Services, the current contract providing IT support to BSEE and its entities.FCR First Call Resolution, a Service Level Agreement requirement of the contract.KB Knowledge Base, a module within ServiceNow (current ticketing application).SDT Service Desk TechnicianPE Phone EfficiencySLA Service Level AgreementTQ Ticket QualityESD Enterprise Service Desk, the first point of contact for reporting issues and requesting service.

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1.5 Requirements

Enterprise First Call Resolution SLA ReportThe Service Desk Team Lead and Technical Lead will need the roles defined in ServiceNow in order to run the report necessary for select portions of the Scorecard pertaining to First Call Resolution.

Enterprise Service Desk Survey Results – TeamThe Service Desk Team Lead and Technical Lead will need to roles defined in ServiceNow in order to run the report necessary for select portions of the Scorecard pertaining to Customer Satisfaction.

Service Desk Weekly Status Report - TechnicianThis Status Report template is completed by individual Service Desk Technicians on a weekly basis and sent to both the Service Desk Team Lead and Technical Lead for review. The template is located in the ServiceNow KB.

Performance Quality ScorecardThis Scorecard is an Excel spreadsheet containing multiple tabs, each with its own rating. The total for all tabs is combined into an overall quality score. The form is located in the ServiceNow KB.

1.6 References

FINAL – EITCS – MMS SLA v12 (3) 1003017.doc This document may be used to reference the SLA standards for the Service Desk team.

Path:EITCS eRoom > Program Management > SLAs > FINAL – EITCS – MMS SLA v12 (3)

1003017.doc

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https://erooms/eRoomReq/Files/RMP/EITCSeRoom/0_c2164/

https://erooms/eRoomReq/Files/RMP/EITCSeRoom/0_c2164/


2 Roles and ResponsibilitiesThis section defines the roles and responsibilities for each member of the ESD.

Role ResponsibilityService Desk Technician Monitors personal job performance on a day-to-day basis using the defined expectations in

this document. Submits status report to ESD Technical Lead and Team Lead on a weekly basis for content

review.

Service Desk Technical Lead Monitors job performance of the Service Desk Technicians as directed by the Team Lead. Reviews status reports from Service Desk Technicians on a weekly basis to provide tactical

guidance and training as needed.

Service Desk Team Lead (manager)

Communicates job performance expectations in a clear, concise manner. Monitors job performance of the Service Desk Technicians in cooperation with the

Technical Lead. Provides coaching and guidance to Service Desk Technician to promote professional

growth and encourage continuous improvement.

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Service Desk Team Lead

Service Desk Technician



Service Desk Technical Lead


3 Job Performance ExpectationsThe following describes a list of 5 primary job performance expectations (see Exhibit 3-1). Included will be the principle method for measuring each area and scoring definitions for each category. The Service Desk Technician is expected to conform to these guidelines and will be graded on the quality of their performance. The score for each technician will be aggregated monthly and discussed during that individual’s one-on-one meeting with the Service Desk Team Lead. The final scores from the Scorecard will contribute to each Service Desk Technician’s annual performance review.

3.1.1.1 Overall Scores

The following table outlines the definitions for overall scoring.

Score Definition4 – Excellent ≥ 43 – Good 3-3.92 – Marginal 2-2.91 – Unacceptable 0-1.9

3.2 Expectations and Measures3.2.1 First Call Resolution (FCR)

FCR is a Service Level Agreement (SLA) between ESD and BSEE and defined by tickets created from phone calls received for select Categories or Subcategories/Items (see 1.6 References). Quality FCR is important for creating customer loyalty and improving satisfaction, resulting in a reduced number of repeat calls for unanswered questions or assistance not received initially.

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3.2.1.1 Job Performance Expectation

The Service Desk Technician is expected to maintain a score of 70 percent or better for individual FCR. Percentages are added by the Service Desk Technician to their weekly status report for review by the ESD Team Lead and Technical Lead.

3.2.1.2 Measurement Method

FCR is measured utilizing the Enterprise First Call Resolution SLA report from the ServiceNow ticketing system. The report is always run after the first day of the current month, using “Last Month” for selection criteria.

3.2.1.3 Scoring

This table explains the scoring parameters for this section. The overall score will be added to the Technician’s Scorecard which will be presented during the technician’s monthly one-on-one meeting with the Team Lead.

Score Definition4 – Excellent ≥ 88%3 – Good 70-87%2 – Marginal 50-69%1 – Unacceptable < 50%

3.2.2 Customer Satisfaction Rating (CSR)

A high level of satisfaction is a key element to success for any customer facing support or service organization. It helps to create and maintain customer loyalty resulting in repeat calls for new issues which ultimately secures the future of the contract.


The Service Desk Technician is expected to maintain a score of 85 percent for “Satisfied/Very Satisfied” (combined) or better. Percentages are added by the Service Desk Technician to their weekly status report for review by the ESD Team Lead and Technical Lead.

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CSR is measured using the Enterprise Service Desk Survey Results - Team report from the ServiceNow ticketing system. The report is always run after the first day of the current month, using “Last Month” for selection criteria.

3.2.2.3 Scoring



3.2.3 Ticket Quality (TQ)

The ServiceNow application is the current ticketing system for ESD and is the primary tool for communication between ESD and other support teams. It is critical that thorough documentation (i.e. categorization, a clear description of the issue or service request, proper & timely escalation, etc.) occur on every ticket processed by the Service Desk Technician.


The Service Desk Technician is expected to ensure every ticket is coded correctly (e.g., Impact, Urgency, Category/Subcategory/Item, Criticality) and includes a clear/concise description of the issue or service request, steps taken to perform discovery, diagnosis, testing, and treatment, and that escalation occurs in a timely manner when warranted. The technician is expected to maintain a rating of 79 percent or better for TQ.

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The Technical Lead will randomly select ten (10) tickets for the technician being evaluated. The tickets will be reviewed for proper coding, thorough documentation, and timely escalation if applicable. The Technical Lead will use the Ticket Quality Feedback Form to document the results in the Quality Performance Scorecard.

3.2.3.3 Scoring



3.2.4 Phone Efficiency (PE)

Achieving maximum productivity with minimum time or wasted effort is the definition of efficiency. Learning to engage the customer by asking open-ended questions, actively listening to their responses and adjusting communication to the customer’s level of technical understanding is an effective means of applying useful phone efficiency.


The Service Desk Technician is expected to answer calls using the proper identifiable greeting, verify customer information, apply basic troubleshooting steps if applicable and provide feedback and instruction in a clear and understandable manner. The technician is expected to maintain a rating of 84 percent or better for PE.


The Team Lead or Technical Lead will randomly monitor phone calls on a weekly basis, selecting a single call for evaluation. The call selected is based on the amount of customer interaction involved (i.e. a password reset requires the least amount of interaction and therefore is not reasonable to be used as a means of evaluation). The results will be documented using the Phone Efficiency Feedback Form in the Quality Performance Scorecard.

3.2.4.3 Scoring


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3.2.5 Known Error Knowledge Articles

The Knowledge Base is used by the ESD primarily for known errors and their solutions. Because the information is right at hand, within the ServiceNow ticketing system, it is a valuable tool which can be utilized to achieve a more effective level of FCR.


The Service Desk Technician is expected to create or update a minimum of one (1) quality KB article per month. Quality is defined as having the proper Symptom, Cause, and step-by-step Resolution. The article must be relevant to existing supported services and contain current information. It must also be written in a way that any level technician can use the information to assist customers in finding solutions. The technician is expected to maintain a rating of 80 percent or better for FLS quality.


A list of the entries worked by the Service Desk Technician is added their weekly status report before submitting to the Team Lead and Technical Lead for review. If multiple articles are submitted, a single entry will be chosen and evaluated for quality.

3.2.5.3 Scoring



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Appendix A Example FCR Report

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Appendix B Example CSR (Survey) Report

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Appendix C Example KB Article for Known Error

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Appendix D Appendix Document ControlDocument Title:

Performance Quality Review

Document Owner:

Elizabeth Prunk

Peer Reviewers:

Lawrence AbeytaChris Charette

Approvers:

Charles Johnson

Affected Teams:

Enterprise Service Desk

Version Information:

Version Change Description Publication Date By1.0 Initial publication July 1, 2011 Elizabeth Prunk2.0 Technical Review – updated to incorporate current

ticketing system, ServiceNow, so several sections were modified.

October 30, 2013 Elizabeth Prunk

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