it service and support benchmark...it service and support benchmark for higher education 27 years of...

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


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


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



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.



for Higher Education

Project Overview


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



9

Project Timeline

© 2016 MetricNet, LLC, www.metricnet.com

Sign-up and

Registration

Phase

April May June July

2016

Data Collection

Documents Due

June 30, 2016

August

Benchmarking

Report Produced

by MetricNet

Presentation

of Results

2016 2016


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



11

Module 1: Baselining/Data Collection

Core Topics

Project Kickoff

Data Collection



Individualized Project Kickoff Meeting

XYZ University


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


13

Data Collection



14

Module 2: Benchmarking and Gap Analysis

Core Topics

Benchmarking

Comparison

Gap Analysis



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


Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to receive your copy!

http://www.metricnet.com/


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


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



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


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




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



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


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

mer

Sati

sfa

cti

on

Service Desk


Quality Metrics: Customer Satisfaction

High 97.9%

Average ־־־־־ 78.4%

Median 77.6%

Low 65.2%

XYZ University 84.5%

Key Statistics


Sample Data Only


21

Cost vs. Quality for XYZ University Service Desk


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


22

Module 3: Balanced Scorecard


Core Topics

Metrics Selection

Metric Weightings

Scorecard Construction


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


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


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


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


Sample Data Only


Module 4: Best Practices Process Self Assessment

Core Components

XYZ University Self Assessment

MetricNet Maturity Ranking

Process Assessment Rollup



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



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



XYZ University Self Assessment


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



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


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


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


Process Maturity vs. Scorecard Performance


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

= 2

88.0

Average = 51.0%

XYZ University

Global Database

Process Assessment Score 262.0

Balanced Score 68.7%

XYZ University Performance


Module 5: Strategies for Improved Performance

Core Components

Conclusions and

Recommendations

Roadmap for World-

Class Performance



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



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.


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%


36

Module 6: Report Development and Presentation of Results

Core Topics

Conclusions and

Recommendations

Report Development

Presentation of

Benchmarking Results



37

Create Custom Benchmarking Reports



Individualized Presentation of Results

XYZ University


The results of the benchmark will be presented in a live webcast


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



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 May 27th, the participation fees will double to

$10,000 for one benchmark, and $15,000 for two

benchmarks.


Next Steps


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


https://www.metricnet.com/higher-education-service-and-support-benchmark

mailto:[email protected]

https://www.metricnet.com/product/higher-education-service-and-support-benchmark


43

Project Timeline


Sign-up and

Registration

Phase

April May June July

2016

Data Collection

Documents Due

June 30, 2016

August

Benchmarking

Report Produced

by MetricNet

Presentation

of Results

2016 2016

Question and Answer

45

www.metricnet.com 703.992.8160 [email protected]

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