Introduction

On the subject of end-user assist, most individuals robotically consider the Degree 1 Assist Desk.  The Assist Desk has been extensively studied and researched, and the Finest Practices for Degree 1 Help are effectively documented and effectively understood.  The identical, nevertheless, can’t be mentioned of Degree 2, or Desktop Help.  This vital assist operate has traditionally acquired far much less consideration than the assistance desk, and for many IT organizations it represents a fertile alternative for efficiency enhancement.  That is notably true in relation to Key Efficiency Indicators for Desktop Help.

On this article, MetricNet, a number one supply of on-line benchmarks and a pioneer in Desktop Help benchmarking, identifies and defines the eight most essential efficiency metrics for Desktop Help.

The Mighty Energy of Metrics

The true potential of Desktop Help KPI’s can solely be realized when they’re used holistically, not simply to measure efficiency, but additionally to:

  • Monitor and pattern efficiency over time
  • Benchmark efficiency vs. trade friends
  • Establish strengths and weaknesses in Desktop Help
  • Diagnose and perceive the underlying drivers of efficiency gaps
  • Prescribe actions to enhance efficiency
  • Set up efficiency objectives for each people and the Desktop Help group

Briefly, efficiency measurement and administration is a vital self-discipline that have to be mastered for any Desktop Help Group that aspires to world-class efficiency.

The Eight Important Metrics for Desktop Help

The typical Desktop Help group tracks fewer than 5 KPI’s.  Nevertheless, there are actually tons of of KPI’s which have been outlined for Desktop Help.  The overwhelming majority of those metrics, nevertheless, are solely marginally related – at finest!

On the subject of KPI’s for Desktop Help, much less is extra!  The eight that basically matter are as follows:

  • Value per Ticket
  • Buyer Satisfaction
  • Technician Utilization
  • First Contact Decision Charge (incidents)
  • Imply Time to Resolve
  • % Resolved Degree 1 Succesful
  • Technician Satisfaction
  • Balanced Scorecard

These eight metrics signify the 80/20 rule in relation to Desktop Help efficiency: 80% of the worth you obtain from efficiency measurement and administration in Desktop Help could be derived from these eight easy metrics!

The Eight Desktop KPI’s Outlined

How do we all know that the eight KPI’s listed above are crucial?  Is it a hunch?  Suspicion?  An educational train?  No, it is not one of the above.  We all know that these are the eight metrics that matter most as a result of the empirical proof from tons of of Desktop Help benchmarks helps this conclusion.  However allow us to clarify why these metrics are so critically essential.

One aim of each enterprise is to realize the very best potential high quality on the lowest potential price.  It stands to motive, subsequently, that price and high quality needs to be measured on an ongoing foundation.  In truth, I’d argue that price and high quality are the one two issues that basically matter.  In Desktop Help, the simplest price metric is Value per Ticket, and one of the best indicator of high quality is Buyer Satisfaction.  With this premise in thoughts, it is comparatively simple to give you the following 4 metrics on our record: Technician Utilization, First Contact Decision (FCR) for incidents, Imply Time to Resolve (MTTR), and Technician Satisfaction.

Earlier on this article, we talked about the significance of utilizing metrics as a diagnostic software to enhance efficiency.  So we have now to ask ourselves, if buyer satisfaction is among the “basis metrics” within the Desktop Help, how can we have an effect on it?  How can we enhance it?  Put one other method, if buyer satisfaction is struggling, what’s the analysis?

Effectively, it seems that buyer satisfaction is affected by an entire vary of different efficiency variables, together with Common Response Time, and Common Work Time per Ticket, to call only a few.  However the three greatest drivers of buyer satisfaction – by far – are First Contact Decision (FCR), Imply Time to Resolve (MTTR), and Technician Satisfaction.

9 instances out of ten when buyer satisfaction wants to enhance, this may be achieved by growing FCR and Technician Satisfaction, and reducing the MTTR.  That is why world-class Desktop Help organizations pay a lot consideration to those metrics.  They interact in quite a lot of ways to constantly enhance these metrics, together with technician coaching, efficient workforce administration/scheduling, and technician incentives tied to enhancements in FCR and MTTR.

However what about Value per Ticket, the opposite basis metric within the Desktop Help?  It is not uncommon information that labor, i.e. personnel, is the one greatest expense in Desktop Help.  In truth, for the common Desktop Help group, 74% of all prices are labor associated: salaries, advantages, incentive pay, and contractors.  By definition, then, labor prices are the best lever we have now to handle the Value per Ticket.

The perfect measure of labor effectivity is Technician Utilization.  As a result of labor prices signify the overwhelming majority of Desktop Help working expense, if Technician Utilization is excessive, the Value per Ticket will inevitably be low.  Conversely, when Technician Utilization is low, labor prices, and therefore Value per Ticket, will likely be excessive.

The following KPI on the record of “should have’s” is % Resolved Degree 1 Succesful.  This metric is a proxy for Complete Value of Possession (TCO), and is a vital measure of total Finish-Consumer Help effectiveness.  With out this metric, it is extremely potential for each the Desktop and Degree 1 Service Desk to realize a low Value per Ticket, and therefore seem like very environment friendly, however actually be driving a really excessive TCO.  Particularly, if Desktop Help is reaching a low Value per Ticket by dealing with a major variety of contacts that might/needs to be resolved at Degree 1, it will dramatically enhance end-user assist TCO.

The typical for this metric worldwide is greater than 20%.  That’s, greater than 20% of all tickets resolved at Desktop Help might have been resolved at Degree 1!  It is a gorgeous remark, and represents a chance to dramatically scale back the price of Degree 2 Desktop Help, and the whole price of end-user assist (TCO) for many organizations.

The following metric, Technician Satisfaction, is strongly correlated with many different metrics in Desktop Help.  Excessive ranges of Technician Satisfaction result in decrease turnover, decrease absenteeism, decrease work instances, and better First Contact Decision Charges.  These, in flip, lead to decrease Value per Ticket, and better Buyer Satisfaction.

Progressive Desktop Help organizations subsequently measure Technician Satisfaction no less than twice per yr, and take steps to make sure that they’re sustaining excessive ranges of Technician Satisfaction.  Particularly, World-Class Desktop Help organizations present coaching, profession pathing, and training for his or her brokers at effectively above trade common ranges.  This, in flip, results in excessive ranges of Technician Satisfaction and morale.

Understanding the interrelationships of the important thing Desktop Help KPI’s is essential, for it gives a roadmap for managing and affecting change within the group.  In case your Value per Ticket is simply too excessive, for instance, the primary place to show for a treatment is Technician Utilization.  Likewise, to enhance Buyer Satisfaction, the metrics that may have an effect on the specified change embrace FCR, Technician Satisfaction, and MTTR.

We’ve got now mentioned seven of the eight metrics which might be most essential for managing Desktop Help.  What concerning the eighth metric?  What’s the Balanced Scorecard, and the way will we create one?  Can a single measure actually inform us the general efficiency of our Desktop Help group?  The reply is sure, and we do that by aggregating quite a lot of measures to give you a mixed, total rating for Desktop Help.

MetricNet’s analysis exhibits that establishing a single, total rating to your Desktop Help group is vital. We name this measure the Balanced Rating as a result of it actually does talk a balanced image of Desktop Help efficiency.  It is a mechanism that makes use of the important thing metrics tracked by Desktop Help akin to Value per Ticket, Buyer Satisfaction, and Imply Time to Resolve, and aggregates them right into a single, all-inclusive measure of Desktop Help efficiency.  Because of house limitations, the mechanics of making a Service Desk Balanced Scorecard are addressed in a separate whitepaper authored by MetricNet.

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