Desktop Support: IT Backbone or Fossil? Susan Sheehan Service Line Manager, Lifecycle Services Outsourced Managed Solutions

Transcription

1 Desktop Support: IT Backbone or Fossil? Susan Sheehan Service Line Manager, Lifecycle Services Outsourced Managed Solutions Tuesday, August 5, 2014

2 General Webinar Information Share the webinar Ask a question Votes (polling questions) Attachments (download today s materials) Rate (before you leave) Experis Tuesday, August 5,

3 Today s Presenter Susan Sheehan Manager of PC Lifecycle Management Experis Tuesday, August 5,

4 Overview The Evolution of Desktop Support Making the Business Case for Desktop Support Optimizing Customer Satisfaction The Desktop Support Team Experis Tuesday, August 5,

5 Desktop Support Was Primarily available during business hours Deskside support, where a technician or analyst would physically visit a customer s desk to troubleshoot and resolve incidents or install new software. Supporting 1 primary device per End User and access to 1-2 shared devices Responsible for standard platforms, applications and access methodologies Primarily focused on hardware and end user applications Based on a 5-7 year solution lifecycle Viewed as a cost center tasked with reducing costs Experis Tuesday, August 5,

6 Desktop Support Is Providing support access anytime, anywhere, from any device Supporting an average of 2-3 devices (DT, LT, mobile, tablet) per End User Responsible for an ever broader array of technologies; virtualization, mobile, cloud based and BYOD Expanding to cover End User driven applications Tied to a 3-5 year solution lifecycle Experiencing an increase in ticket volumes Continuing to be asked to contain support costs Experis Tuesday, August 5,

7 The Good News Desktop Support tickets have steadily increased year over year for the last 25 years In 2013 average tickets per user per month was.78 Desktop Support tickets are becoming more labor intensive Higher L1 resolution rates and preventative technologies Complexity of end user environment Scope of Desktop Support is expanding More hours More platforms More applications Experis Tuesday, August 5,

8 Cost of Desktop Support.78 Transactions/User/Month 32:15 Average Ticket Worktime $43,000/Year Average Technician Salary Consumerization of Technology drives higher consumption Increased L1 Resolution removes lower complexity tickets from queue Expanding Scope requires a broader base of knowledge and experience Multiple Devices BYOD Anywhere/Anytime Preventative Technologies Remote Resolution Capabilities Better Knowledge Management Shorter Solution Lifecycle Diverse technology platforms Expanded Hours of Service Experis Tuesday, August 5,

9 Making the Business Case Align Desktop Support deliverables with the business goals of your company Develop a complete understanding of the overall Support organization and role of Desktop Support Proactively plan for technology and regulatory changes and their impact on your deliverables Present performance results and operational requests in business terminology Experis Tuesday, August 5,

10 Implement SPOC to Lower Total Cost of Ownership Implement Service Request process to require all contacts go through the Level 1 SPOC Cost of support increases with each level of support required, cost are cumulative On average 23% of all tickets resolved by Desktop Support could have been resolved by the Level 1 service desk. First Call Resolution increases with better compliance Resulting decrease in an average 7-10% decrease in calls dispatched to Desktop Support Experis Tuesday, August 5,

11 TCO- Impact of SPOC Per 100 Tickets Cost per Ticket No SPOC SPOC Resolved Cost Resolved Cost L1 $ L2 $ $1, $2, $1, $ $3, $3, Savings 6% Experis Tuesday, August 5,

12 Investment Request with ROI Justification Request funding for a data analyst to support Root Cause Analysis Resource required to perform data mining and analysis to support Problem Management team $63,000 annual loaded cost Problem Management objective Reduce incident volume through root cause analysis and engaging with greater IT to develop plan for remediation of known problems and prevention of potential problems. Experis Tuesday, August 5,

13 ROI Data Analyst to Support Root Cause Analysis RCA Resolve Problem Eliminate Tickets Average 10 Tickets per User/Year RCA Document Solution Support L1 Resolution Average 10 Tickets per User/Year RCA eliminates 15% of Tickets Previously L1+L2 Data Analyst Loaded Cost $63,000 Annual Savings per User $126 Total Savings 1,000 Users $126,000 ROI $63,000 RCA drives L1 Resolution 15% of Tickets Previously L1+L2 Data Analyst Loaded Cost $63,000 Annual Savings per User $93 Total Savings 1, 000 Users $93,000 ROI $30,000 Experis Tuesday, August 5,

14 Optimizing Customer Satisfaction Desktop Support is the face of IT 47% of end users say that Desktop Support is critical factor in their overall satisfaction with IT. Implement standards based IT Service Management to enable effective process, functions and capabilities. Establish Best Practice Metrics and Performance Benchmarking Prioritize Key Metrics for driving Customer Satisfaction First Contact Resolution Mean Time to Resolve Proactively communicate Desktop Support capabilities Solicit, Listen and Respond to customer feedback Experis Tuesday, August 5,

15 First Contact Resolution vs Customer Satisfaction Service Delivery Operations People Process Technology KPI/Measurement First Contact Resolution Mean Time to Resolve Customer Satisfaction Experis Tuesday, August 05,

16 The Desktop Support Team Develop and promote Team identity across IT and the Business Establish regular varied communications Solicit, listen and respond to constituent feedback Provide team members with career development opportunities within the Team, across IT and the Business Goal based training for technical and business skills Implement recognition and incentive programs tied to performance metrics Establish operational excellence in day to day management of service delivery including effective workforce management and scheduling. Experis Tuesday, August 5,

17 Questions? Please any questions you may have to:

18 Thank You!