Desktop System

Desktop System

Best Practices Office Desktop Support - The Eight Essential KPIs for world-class performance

Introduction

When it comes of end-user support, most people automatically think of Level 1 Help Desk. The Help Desk has been extensively studied and documented, and the best practical level 1 support are well documented and understood. The same, however, can not be said of level 2, or office support. This critical support function has always been much less service support, and for most IT organizations it represents a good opportunity for improving performance. This is especially true when it comes to Key Performance Indicators for Desktop Support.

In this article, MetricNet A major source of online benchmarks and a pioneer in Desktop Support benchmarking, identifies and defines the eight performance indicators are most important to support office.

The great power of metrology

The true potential of Desktop Support KPI's can be achieved when used in a holistic manner, not only to measure performance, but also to:

• Monitor performance and trends over time
• benchmark performance against its industry peers
• Identify the strengths and weaknesses of Desktop Support
• Diagnose and understand the factors underlying differences in performance
• Prescribe measures to improve performance
• Establish performance goals for individuals and organization office support

In measuring performance in the short, and management is a critical discipline that must be controlled to any media organization that aspires to the office's performance world class.

The Eight Essential Metrics for office support

The average organization Desktop Support slopes less than 5 key performance indicators. However, there are literally hundreds of KPIs that have been defined for desktop support. The vast majority of these measures, however, are only marginally involved - the better!

When it comes to KPIs for office support, less is more! The eight really matter are the following:

• Cost per ticket
• Customer Satisfaction
• Technician to use
• First contact resolution rate (incidents)
• Average time to resolve
• Level 1% resolved Able
• Technician satisfaction
• Balanced Scorecard

These eight measures represent the 80/20 rule when it comes to performance Office Support: 80% of the value you get from performance measurement and management support office can be drawn from these eight simple steps!

The office is defined KPI Eight

How do we know that the eight key performance indicators listed above are most important? Is this a premonition? Suspicion? an academic exercise? No, this is not the above. We know that these are the eight parameters that matter most because empirical evidence that hundreds of landmarks Support Desktop supports this conclusion. But let us explain why these metrics are so important.

One of the objectives of each company is to achieve the best possible quality at the lowest possible cost. Clearly, therefore, that the cost and quality must be measured on an ongoing basis. In fact, I would say that the cost and quality are the only two things that really matter. In office support, metric is the most profitable fares, and the best indicator of quality is customer satisfaction. With this principle in mind, it is relatively easy to find the next four measures on our list: the use of technician, First Contact Resolution (FCR) in case of incidents, average time to resolve (MTTR), and the satisfaction of engineer.

Earlier in this article, we mentioned the importance of using parameters as a diagnostic tool to improve performance. We must ask ourselves, if customer satisfaction is one of the "basic measures" in the Support office, how can we touch? How can we improve it? In other words, if customer satisfaction is achieved, what is the diagnosis?

Well, It turns out that customer satisfaction is influenced by a range of performance variables, including average response time and average working time per ticket to name a few. But the three key drivers of customer satisfaction - by far - are the first contact resolution (FCR), time way to resolve (MTTR), and the satisfaction of engineer.

Nine times out of ten, when customer satisfaction must be improved, which may be obtained by increasing the satisfaction of the FCR and technician, and reducing MTTR. That is why world class Desktop Support organizations pay much attention these parameters. They engage in a variety of tactics to continually improve these measures, including training of technicians, labor effective incentive management / planning, and the technician associated with improved FCR and MTTR.

But what about the cost of the ticket, the foundation of other metrics in the Support Office? It is common knowledge that the work, including staff, is the biggest expense in support office. In fact, the organization averaged Desktop Support, 74% of all labor costs are related:. wages, benefits, performance pay, and entrepreneurs, by definition, then, labor costs are the biggest lever we have to manage the cost of the ticket.

The best measure of labor efficiency is the use of technician. Because labor costs represent the overwhelming majority of operating expenses desktop support technician if the use is high, the cost of the ticket will inevitably be low. Conversely, when the use of technician is low, labor costs, and therefore the ticket cost will be high.

The next KPI in the list of "must have" Resolved% level 1 capable. This measure is an indicator of the total cost of ownership (TCO), and is a key measure of overall efficiency of user support final. Without this measure, it is very possible for both the desktop and the Level 1 Service Desk to a low cost per ticket, and thus appear to be very effective, but in fact, driving a very high TCO. Specifically, if the office holder is to achieve a low cost per ticket by manipulation a large number of contacts that could / should be resolved at level 1, will significantly increase the end-user support TCO.

The average of this world metric is more than 20%. In other words, over 20% of all tickets resolved in office support could be resolved at level 1! This a surprising development, and represents an opportunity to significantly reduce the cost of level 2 support office, and the total cost of assistance users (TCO) for most organizations.

The next metric satisfaction technician, is strongly correlated with many other Indicators office support. High levels of satisfaction technician lead to lower turnover, decreased absenteeism, work time Lower and Higher Prices First Contact Resolution. These, in turn, result in lower ticket costs, and customer satisfaction.

Desktop Support progressive organizations therefore measure the satisfaction of the technician at least twice a year, and take steps to ensure that they are now high levels of satisfaction as a technician. Specifically, world-class organizations Desktop Support training, career development, and coaching their agents to well above average levels of the industry. This, in turn, leads to high levels of satisfaction and morale technician.

Understanding the relationship of the Desktop Support key KPI is important because it provides a roadmap for management and related organizational changes. If your Tickets cost too high, for example, the first step to a cure is the use of technician. Similarly, to improve customer satisfaction, the parameters that affect the desired change include RCF satisfaction technician, and MTTR.

We have now looked at seven of eight measures that are most important to the management office support. What is the metric eighth? What is the Balanced Scorecard, and how can we create one? Is it really only able to tell us the overall performance of our organization Desktop Support? The answer is yes, and we are doing by aggregating a number of measures to come with a combined overall score of office support.

MetricNet research shows that the establishment of a single overall grade for your organization Desktop Support is critical. We call this measure, the balanced scorecard because it really does communicate a balanced picture performance of office support. This is a mechanism that uses the key parameters monitored by the office holder such as ticket costs, satisfaction the client, and the average time to resolve, and aggregates in a single measure of performance included office support. Due to space limitations, the mechanical the creation of a Service Desk Balanced Scorecard are discussed in a whitepaper written by MetricNet distinct.

About the Author

The authors of this article, Jeff Rumburg and Eric Zbikowski, are both Managing Partners at MetricNet, the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide.

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