Updates from HDI Corporate. October 2015
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1 Updates from HDI Corporate October 2015
2 November 1 st 5 th New Orleans, LA FUSION 15
3 2015 HDI Service Management Award Finalists Knowledge-Centered Support Award: Paychex Apollo Education Group TECO Energy Service Desk Service Improvement Award: Spectrum Health Emery Healthcare Farm Credit Mid-America
4 AoY and DSToY Timeline September through November: Opening Call for Nominations November 15, 2015 Regina LCO - Nominations Close November/December: Local judging and local award ceremonies take place December Local Chapter Meeting: Local winners announced Name forwarded to Regional Directors January: Regional judging takes place January 31 st: Regional winners given to HDI Global February: Regional winners are contacted by HDI Global regarding HDI Annual Conference schedule and personal interview schedule February/March: Regional directors make sure travel arrangements and hotel reservations for regional winners is complete April 12 15, 2016: Regional winners attend HDI Annual Conference 2016 in Orlando Florida
5 September 2015
6 Upcoming Dates Book your calendars now: November 15 deadline for AoY and DSToY Awards Wednesday December 2 AoY / DSToY Awards presentation / holiday fun 2016 Speakers lined up watch for dates!! - January Sean McKim Recent Trends and Security Industry Practices - Kristin Kurarna Gates - 'Navigating gender in the workplace - Colleen Huber Overcoming the Confidence Gap
7 Survey & Parking Passes Please fill out the survey form Parking passes for the parkade are located at the sign in table, please help yourself
8 Why You Need a Metrics Review 11/4/ HDI. All rights reserved.
9 About HDI HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. Headquartered in Colorado Springs, CO Over 60 local chapters in North America Serves a community of over 150,000 worldwide
10 This Isn t Easy Things that are easily measured very rarely get us to what we really want. Steve Hultquist, in SupportWorld
11 Quick show of hands How many of you have conducted a full metrics review with stakeholders in the last Year 6 Months Quarter Month
12 Quick show of hands When was the last time you made any major changes to either the metrics or the way the are reported? 1 Year or more 6 Months 1 year Last quarter Last month
13 Why Think About Changing? Source: 2013 HDI Support Center Practices & Salary Report
14 The Why of Metrics What job are we doing? What are we doing well? Where do we need improvement? How well are we supporting our organization?
15 Flow of Information Strategic Tactical Operational Focused internally Based on The Definitive Guide to IT Service Metrics by McWhirter and Gaughan
16 Pressure Source: HDI Research September 2013
17 Metrics Are Related If you Shift-Left (drive more difficult technical work to the front line): Average Handle Time will go up (at first) Speed to Answer will go up (at first) First level resolution rate (FLRR) should go up* (that s the point) Mean time to repair/resolve (MTTR) should decrease* Customer satisfaction (CSAT) will go up* *(but maybe not right away)
18 Increased Number of Tickets In 2010, cost per ticket for phone was $20. In 2013, cost per ticket for phone was $17. Percentage of support centers that say the number (volume) of tickets (all channels) has increased: % % % % % Have costs really decreased?
19 How Metrics Affect Each Other Fully-burdened cost per ticket (Total costs Total number of tickets) Total costs = $1.3M/yr Total # tickets = 52,000/yr $1.3M 52,000 Fully burdened cost per ticket = $25 Total costs = $1.3M/yr Total # tickets = 76,000/yr $1.3M 76,000 Fully burdened cost per ticket = $17 Cost itemization calculator available to HDI members at ThinkHDI.com
20 More Qualitative % vs. targets set in SLA Level Zero Solvable The difference in MTTR between tickets resolved at L1 vs. Escalated Escalated vs. L1 Solvable for everything
21 What if we posted Days without any Interrupted User Minutes (IUM) IUM = number of affected users duration of interruption (min.)
22 Metrics That Make Sense Support Business Growth: Efficiency, effectiveness, capacity Improve customer service: CSAT, NPS or CES; MTTR, IUM Improve efficiency: AHT, FCRR, Quality scores Reduce costs: Cost per ticket / user; IUM, CoD Expand services: Capacity (volume), utilization, value
23 Change of Focus Quantitative Qualitative How many times are we? How well are we? Activities Outcomes We resolve tickets. We help produce business results.
24 Perform a Metrics Review Understand the desired business outcomes Determine which metrics most closely reflect the desired outcomes Work with senior management to ascertain the who, when and how of metrics reporting Revise and refine Schedule periodic reviews
25 Metric Examples MetricNet - highlight 10 key statistics that all Service Desk professionals should be aware of. Gartner Key Infrastructure Measures: IT Service Desk Analysis Current Year (2015 report reflecting 2014 data) HDI 2014 Support Centre Salary & Practices Report Service Desk Cost: The average Cost per Inbound Contact for US In-house Service Desks is $20.10 $18.55 $20 in person $14 phone $10 all others (web, , chat) The average Net Level 1 Resolution Rate for US In-house Service Desks is 84.2% Service Desk Productivity: The average Outbound Contacts per Agent per Month in US In-house Service Desks was % 49% Inbound - 536
26 Metric Examples Service Desk Service Level: The average Call Abandonment Rate for US In-house Service Desks is 6.7% 7.8% 5% target The average % of Calls Answered in 30 Seconds in US Inhouse Service Desks is 56.7% ASA 46 seconds seconds target Service Desk Quality: The median Net First Contact Resolution Rate for US In-house Service Desks is 70% Service Desk Agent: The average Agent Tenure for US In-house Service Desks is 36.3 months. One Service Desk nearly tripled that number at months! 64.1% 68.3% 26% - 2 years, 26% - 3 years, 13% - 1 year The median Annual Agent Training Hours for US In-house Service Desks is 30 48% days The average Agent Schedule Adherence for US In-house Service Desks is 85.8% Service Desk Contact Handling: The average Inbound Contact Handle Time (all contacts) for US In-house Service Desks is 9.75 minutes 8 10 minutes all channels
27 Science of Metrics Further reading: Metrics for the New World of Support
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