samanage benchmarking: better service performance starts here

© 2015 MetricNet & Samanage | Confidential | All Rights Reserved

Giving benchmarking a total redesign.(And redefining service and support in the process.)



MetricNet’s Benchmarking Experience

Global Benchmarking Database

3,000+ IT Service & Support Benchmarks

70+ Key Performance Indicators

120+ Industry Best Practices

Recognized Industry Leader


Samanage Differentiators

Beautiful Experience We build enterprise software

that people love to use

Instant Value Clients are up and running

in days, not months

ITIL-ReadyWithout the complexity

Always UpdatedContinuous Deployment

Unified ITSM + ITAM Easily connect the dots among people, assets

and incidents

Code-Free Customization

No professional services needed

1 2 3

4 5 6

“What we saw with Samanage was almost identical to what ServiceNow was offering but much easier to use and customize, and at a better price point."

-- Eric Feldman | Director of IT


Today’s Agenda

Learn how the integrated solution will deliver

significant economic benefits to the

enterprise at large

Hear how Samanage

Benchmarking is a totally different

approach to Service Desk continuous

improvement

See the new real-time

Benchmarking product, fully integrated in a single ITSM solution


Why Real-Time Benchmarking?

6

COMPAREPerformance of Benchmarking

Peer Group

Company XYZService DeskPerformance

Determine How Best in Class Achieve

Superiority

Adopt Selected Practices of Best in Class

Build a Sustainable Advantage through

Continuous Improvement

Ultimate Objective


The Power of Integrated Benchmarking

Benchmarking is about empowering organizations to . . .

Measure Compare Diagnose Improve Optimize

Benchmarking is about realizing your potential


Goal of BenchmarkingCu

stom

er S

atis

fact

ion

+

_

+_ Cost Per Ticket

Starting Point:Before Benchmarking

After Benchmarking

Best-in-Class Performance Curve Average Performance Curve


But Most Service Organizations are Flying Blind . . .

?What are my Costs?

?What’s my Quality? ?How am I

Performing?

?How am I Trending? ?What’s my

ROI?

?How Can I do Better?


So Why isn’t Everyone Benchmarking?

! !I don’t have the data to do benchmarking

!I don’t have the time to do

benchmarking

!I don’t have the budget to do benchmarking

Our Service Desk Tool

can not produce the

data we need


How Do We Overcome These Challenges?

Automate the data

collection process

1

Integrate Benchmarking into Samanage

2

Provide tools to

measure economic value (ROI)

3

Make price a non-issue

4

Remove all barriers and

provide a viable path to

continuous improvement

5


Demonstration


Samanage Benchmarking


Performance MetricMetric

WeightingPerformance Range

Worst Case Best CaseYour Actual

PerformanceMetric Score

Samanage Score

Cost per Ticket 25.0% $471.50 $66.31 $166.40 75.3% 18.8%

Customer Satisfaction 25.0% 65.6% 97.7% 95.0% 91.6% 22.9%

Technical Utilization 20.0% 29.5% 73.6% 56.1% 60.3% 12.1%

First Touch Resolution Rate 20.0% 44.8% 91.0% 64.9% 43.5% 8.7%

Mean Time to Resolve (hrs.) 10.0% 68.43 1.28 18.22 74.8% 7.5%

Total 100% N/A N/A N/A N/A 70.0%

The Samanage Score

Step 2Each metric has been

weighted according to its relative importance

Step 1Five critical performance

metrics have been selected for the scorecard

Step 4Your actual performance

for each metric is recorded in this column

Step 5Your score for each metric is then

calculated: (worst case – actual performance) / (worst case – best

case) X 100

Step 3For each performance metric,

the highest and lowest performance levels in the benchmark are recorded

Step 6Your balanced score for each metric is calculated: metric score X weighting


Samanage Benchmarking is Available to

Samanage CustomersSolution is turnkey.

Your Service Desk data is imported automatically!

Non-Samanage Customers Access to the same benefits and

dashboard as a Samanage Customer. Simply input your data.

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4%

End-User Support

Less than 5% of all IT spending is allocated to end-user support

But the most effective support strategies focus on maximizing value

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

96%Non-Support

Functions

*Application Development

*Application Maintenance

*Mainframe + Midrange Computing

*Network Operations

*Desktop Computing

*Contract Services (e.g., disaster recovery)

Corporate IT Spending Breakdown

The Paradox of IT Support


Shift Left Reduces Total Cost of Ownership Support Level

$0

-1

$2

0

$22

1

$62

2

$85

3 Field Vendor

$196 $471Incident

PreventionSelf Help Service

DeskDesktopSupport

IT Support FieldSupport

VendorSupport


Support Function Key Performance Indicator

Performance Quartile

1 (top) 2 3 4 (bottom)

Service Desk

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

Desktop Support

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

Average Productive Hours Lost per Employee per Year 17.1 25.9 37.4 46.9

Quality of Support Drives End-User Productivity


Support is a Key Driver of Customer Satisfaction for All of IT

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

84%

47%

31% 29%22%

19%

8%

Service Desk DesktopSupport

Network Outages

VPN Training EnterpriseApplications

Desktop Software

% S

ayin

g Ve

ry Im

port

ant

Factors Contributing to IT Customer Satisfaction


Get your personalized Samanage Benchmarking Activation Call

pages.samanage.com/benchmarking-activation

[email protected]

mailto:[email protected]

mailto:[email protected]


Questions

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