Development of a Balanced Scorecard for Service Desk KPIs
|
|
|
- Tyler Randall
- 10 years ago
- Views:
Transcription
1 Development of a Balanced Scorecard for Service Desk KPIs Presented by: Robert Higgins and Jason Reid Position: IT Service Desk and Telecommunications Manager and Team Leader
2 Balanced IT Scorecard
3
4
5
6
7
8 History
9
10 Before Situation
11
12
13
14
15
16
17
18
19
20
21 KPI - Categories
22 KPI Quiz
23
24 1. COST per CONTACT 2. CUSTOMER SATISFACTION 3. AGENT UTILISATION 4. FIRST CONTACT RESOLUTION 5. AGENT SATISFACTION 6. AVERAGE SPEED of ANSWER 7.????
25 7. AGREGATE SERVICE DESK PERFORMANCE
26
27
28
29
30 PGW
31
32
33
34 5 th PEA?
35 Quantity Quality Timeliness Compliance
36 1-6
37 Step 1: Understand customer expectation and service requirements Step 2: Define the Critical Success Factors of the Service Desk 5Ps you are measuring Step 3: Choose the KPI Category you are measuring (Quantity, Quality, Timeliness, Compliance) Step 4: Define the KPI Step 5: Define the KPI target or success criteria Step 6: Determine the data source and instrumentation to obtain and collect KPI measurements 1-6
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58 KPI CSF CSF Value KPI Data Data Measure Category Category Category Elements Source First Level Resolution Rate Total Cost of Ownership is reduced by resolution at Level 1 compared to higher costs at Level 2,3 Performance Efficiency Quantity Group Closed By LSD Request Form Customer Satisfaction Customers are satisified with the quality of the service provided by the Service Desk Quality Satisifaction Quality Overal Satisfaction with IT LSD Survey First Contact Resolution Rate Request Closed in SLA The majority of incidents should be resolved by the Service Desk on first contact Incidents are resolved within timeframes agreed with the customer Quality Performance Productivity, Efficiency Productivity, Efficiency Quality Quantity Timeliness Compliance FCR Field (*new) Time Closed LSD Request Form LSD Request Form Average Speed to Answer (ASA) (sec.) Customers can reach a Service Desk Analyst when needed Performance Productivity, Efficiency Compliance ASA Cisco Call Manager SDA Job Satisfaction Agents are satisfied with their job and are engaged with PGW (Stocktake) Quality Satisifaction Quality Happiness Factor (*new) 1 on 1
59
60 Performance Metric Metric Weight 1 First Level Resolution Rate 25% 2 Customer Satisfaction 25% 3 First Contact Resolution Rate 20% 4 Requests Closed in SLA 15% 5 Average Speed to Answer (ASA) (sec.) 10% 6 SDA Job Satisfaction Total 5% 100%
61
62 Performance Metric Metric Weight Annual Performance Range Worst Case Best Case 1 First Level Resolution Rate 25% 55% 63% 2 Customer Satisfaction 25% 63% 75% 3 First Contact Resolution Rate 20% 40% 52% 4 Requests Closed in SLA 15% 91% 96% 5 Average Speed to Answer (ASA) (sec.) 10% SDA Job Satisfaction 5% 55% 88% Total 100%
63
64 Performance Metric Metric Weight Annual Performance Range Worst Case Best Case Months Performance 1 First Level Resolution Rate 25% 55% 63% 55% 2 Customer Satisfaction 25% 63% 75% 68% 3 First Contact Resolution Rate 20% 40% 52% 51% 4 Requests Closed in SLA 15% 91% 96% 96% 5 Average Speed to Answer (ASA) (sec.) 10% SDA Job Satisfaction 5% 55% 88% 55% Total 100%
65 [(Worst Case Actual performance) / (Worst case Best case)] x 100
66 Performance Metric Metric Weight Annual Performance Range Worst Case Best Case Months Performance Metric Score 1 First Level Resolution Rate 25% 55% 63% 55% 0% 2 Customer Satisfaction 25% 63% 75% 68% 41% 3 First Contact Resolution Rate 20% 40% 52% 51% 92% 4 Requests Closed in SLA 15% 91% 96% 96% 100% 5 Average Speed to Answer (ASA) (sec.) 10% % 6 SDA Job Satisfaction 5% 55% 88% 55% 0% Total 100%
67 Metric Score x Metric Weight
68 Performance Metric Metric Weight Annual Performance Range Worst Case Best Case Months Performance Metric Score Balanced Scorecard 1 First Level Resolution Rate 25% 55% 63% 55% 0% 0.00% 2 Customer Satisfaction 25% 63% 75% 68% 41% 10.29% 3 First Contact Resolution Rate 20% 40% 52% 51% 92% 18.33% 4 Requests Closed in SLA 15% 91% 96% 96% 100% 15.00% 5 Average Speed to Answer (ASA) (sec.) 10% % 9% 6 SDA Job Satisfaction 5% 55% 88% 55% 0% 0.00% Total 100% 53.08%
69
70
71
72
73
74
75 Service Desk Scorecard Between May 2014 and Apr 2015 Performance Metric Metric Weight Annual Performance Range Months Worst Case Best Case Performance 1 First Level Resolution Rate 25% 69% 77% 69% 0% 0.00% 2 Customer Satisfaction 25% 50% 94% 93% 97% 24.29% 3 First Contact Resolution Rate 20% 39% 57% 57% 100% 20.00% 4 Requests Closed in SLA 15% 81% 90% 85% 48% 7.21% 5 Average Speed to Answ er (ASA) (sec.) 10% % 9.55% 6 SDA Job Satisfaction 5% 58% 73% 67% 59% 2.97% Total 100% Metric Score Balanced Scorecard 64.01%
76
77
78
79 Performa nce Metri c Definition 1 First Level Resolution (FLR) rate FLR is the percentage of requests resolved by the IT Service Desk (Helpdesk plus SD Level 2). Any request resolved by another IT team (Infrastructure, Applications or Web) is, by definition, not resolved at our First level. Typically this is considered a cost metric since it has a strong impact on Total Cost of Ownership for end-user support, however we are also using this to measure our ability to free up Level Three resources so they can focus on value added project work
80 Why it s important FLR is a measure of the overall competency of the Service Desk, and is a proxy for Total Cost of Ownership (TCO). A high FLR Rate helps to minimize TCO because each contact that is resolved at Level 1 avoids a higher cost of resolution and free up resources at Level n (Infrastructure, Applications or Web). Service Desks can improve their Level 1 Resolution Rates through training, and investments in certain technologies such as remote diagnostic tools, and knowledge management systems.
81 Expected Outcomes CSFs Expected SDA Behaviours Total Cost of Ownership is reduced by resolution at First Level compared to higher costs at Level 3 level 3 resources are free up for value added project work. Continuous learning, knowledge sharing, ownership, not escalating, growth
82 Performance Metric Definition Why it s important Expected Outcomes CSFs Expected SDA Behaviours 1 First Level Resolution (FLR) rate FLR is the percentage of requests resolved by the IT Service Desk (Helpdesk plus SD Level 2). Any request resolved by another IT team (Infrastructure, Applications or Web) is, by definition, not resolved at our First level. Typically this is considered a cost metric since it has a strong impact on Total Cost of Ownership for end-user support, however we are also using this to measure our ability to free up Level Three resources so they can focus on value added project work FLR is a measure of the overall competency of the Service Desk, and is a proxy for Total Cost of Ownership (TCO). A high FLR Rate helps to minimize TCO because each contact that is resolved at Level 1 avoids a higher cost of resolution and free up resources at Level n (Infrastructure, Applications or Web). Service Desks can improve their Level 1 Resolution Rates through training, and investments in certain technologies such as remote diagnostic tools, and knowledge management systems. Total Cost of Ownership is reduced by resolution at First Level compared to higher costs at Level 3 level 3 resources are free up for value added project work. Continuous learning, knowledge sharing, ownership, not escalating, growth 2 Customer Satisfaction Customer Satisfaction is the rating of the quality of the overall experience of the service delivered by IT. This metric is measured via a customer satisfaction survey within our Service Portal triggered every 1 in ten requests logged Customer Satisfaction is the single most important measure of Service Desk quality. Any successful Service Desk will have consistently high Customer Satisfaction ratings. Customers are satisfied with the quality of the service provided by the Service Desk. Increased employee productivity Professionalism, active listening, politeness, teaching, prevention First Contact Resolution (FCR) rate Request Closed in SLA (Priority) Average Speed to Answer (ASA) (sec.) SDA Job Satisfaction FCR applies to all forms of contact be it via telephone call, , self-service or walk-in. It is the percentage of requests that are resolved on the first interaction (contact) with the customer, divided by all resolved requests. Calls that require a customer call-back, or are otherwise unresolved on the first contact for any reason, do not qualify for Net First Contact Resolution The percentage of requests resolved within SLAs (success rate ). Requests are assigned Priorities based on business impact in order to measure whether resolution times meet agreed timeframes. ASA is the total wait time that callers are in queue, divided by the number of calls handled. This includes both IVR handled calls as well as calls handled by a live Agent Agent Job Satisfaction is a measure of how engaged the service desk staff member is. Also known as the happiness factor. Typically above 70% is engaged, 40% - 70% ambivalent, and less than 40% disengaged FCR is the single biggest driver of Customer Satisfaction. A high FCR rate is almost always associated with high levels of Customer Satisfaction. Service Desks that emphasize training (i.e., high training hours for new and veteran Agents), and have good technology tools, such as remote diagnostic capability and knowledge management, generally enjoy a higher than average FCR Rate. Expectations are set by business through SLAs which IT needs to deliver against. Depending on the demand for requests this can help in remedial action such as resource allocation planning or training. ASA is an indication of how responsive a Service Desk is to incoming calls. Gives an indication on how we are tracking of rather stocktake employee engagement. It is a proxy for morale, while difficult to measure, is a bellwether metric that affects almost every other metric in the Service Desk. High performance Service Desks almost always have high levels of Agent Job Satisfaction. Perhaps The majority of incidents should be resolved by the Service Desk on first contact Incidents are resolved within timeframes agreed with the customer Customers can reach a Service Desk Analyst when needed Agents are satisfied with their job and are engaged with PGW Continuous learning, knowledge sharing, ownership, not escalating/calling back/log and flog Efficiency, research, communication, updating, time Readiness, log and flog, brevity, call backs Engagement, presence, longevity, loyalty, growth
83
84
85 After Situation
86
87 Log non urgent requests IT Service Portal* new Your primary channel for logging non urgent IT issues and requests DIY IT Service Portal #1 Channel Feedback Survey Monitor Moni and tor Update and Requests Upda te See Latest Alerts Reduced call hold times
88 % of Requests by Source Between 01/12/2014 and 30/04/2015 Dec-2014 Jan-2015 Feb-2015 Mar-2015 Apr-2015 Bushw ire Forms 0.00% 1.108% 2.287% 4.879% 5.447% % 50.29% % % % Phone % % % % % Self Service 3.337% 1.956% 2.451% 4.381% 4.419% Unknow n % 7.342% 3.424% 1.052% 0.00% Walk In 1.091% 2.178% 1.617% 1.765% 3.57%
89
90
91
92
93
94
95
96
97 Rob Higgins IT Service Desk and Telecommunications Manager .
Unleashing the Enormous Power of Help Desk KPI s. Help Desk Best Practices Series January 20, 2009
Unleashing the Enormous Power of Help Desk KPI s Help Desk Best Practices Series January 20, 2009 The Premise Behind Help Desk KPI s We ve all heard the expression If you re not measuring it, you re not
Creating Service Desk Metrics
Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,
XYZ Medica Inc. Incident Management
XYZ Medica Inc. Incident Management December 2006 Suggested additions to this basic report template Classify Incidents as per the recommendations of ITIL then report against the separate classifications.
Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT
Appendix 1c DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT DISTRIBUTION LIST Audit Team David Esling, Head of Audit Assurance, Risk
Company XYZ. Peer Group Desktop Support Benchmark. Company XYZ
Company XYZ Peer Group Desktop Support Benchmark Company XYZ Report Contents Project Overview and Objectives Page 2 Industry Background Page 37 Performance Benchmarking Summary Page 51 Best Practices Process
Metric of the Month: First Contact Resolution
Metric of the Month: First Contact Resolution By Jeff Rumburg Every month, the Industry Insider will highlight one key performance indicator (KPI) for the service desk or desktop support. We will define
Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6
Process Description Incident/Request HUIT Process Description v6.docx February 12, 2013 Version 6 Document Change Control Version # Date of Issue Author(s) Brief Description 1.0 1/21/2013 J.Worthington
Metric of the Month: Percent Resolved Level 1 Capable
Metric of the Month: By Jeff Rumburg Every month, in the Industry Insider, I will highlight one key performance indicator (KPI) for the service desk or desktop support. I will define the KPI, provide recent
ITS Help Desk Annual Report 2012
ITS Help Desk Annual Report 2012 Contents Executive Summary... 1 Scope of the ITS Help Desk... 1 Status of ITS Help Desk Priorities... 2 Metrics... 3 Service Levels... 3 Number of Incidents Tracked...
Attachment 2 Performance Metrics
Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. In addition, the Contractor will be required to provide regular reports
Yale University Incident Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document
How-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
1. INCIDENT MANAGEMENT
1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created
Industry Megatrends: A Benchmarking Perspective
Industry Megatrends: A Benchmarking Perspective 20 Years of Help Desk Data More than 1,200 Help Desk Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices 1 Then and
ITIL v3 Incident Management Process
ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target
Computing & Telecommunications Services Monthly Report March 2015
March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex [email protected] www.wright.edu/cats/ Last Modified
Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are
ENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE
National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version
Call Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
FCR The Driver of All Other Metrics
1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments
Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0
Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct
ITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
ITS Help Desk Annual Report 2011
ITS Help Desk Annual Report 2011 Contents Executive Summary... 1 Status of ITS Help Desk Priorities... 1 Scope of the ITS Help Desk... 2 Metrics... 2 Service Levels... 3 Number of Incidents Tracked...
Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.
Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3
APPENDIX 4 TO SCHEDULE 3.3
EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.
6 Tips to Help You Improve Incident Management
6 Tips to Help You Improve Incident Management by Stuart Rance Incident management is often the first IT service management (ITSM) process that an IT organization adopts, and many of my clients have a
One Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience
One Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience Written By Mike Desmarais, CEO & Founder, SQM Group Copyright Notice Service Quality Measurement
ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
SUPPORT OPTIMIZATION BY APTEAN END-POINT AUTOMATION SOLUTIONS
SUPPORT OPTIMIZATION BY APTEAN END-POINT AUTOMATION SOLUTIONS Non-Linear Growth with Aptean s Shift-Left Strategy 2 SUMMARY The dynamic nature of the services industry creates a very challenging business
What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2
PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES... 2 What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How
Title: DESKTOP TICKET MANAGEMENT PROCEDURE
POLICY: This policy describes the methods by which help desk tickets will be accepted, managed and resolved by. A consistent, high-level process for ticket management is essential to the delivery of high-quality,
Metric of the Month: The Service Desk Balanced Scorecard
INDUSTRY INSIDER 1 Metric of the Month: The Service Desk Balanced Scorecard By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or
8/8/2011. Help Desks: In House and Outsourced Options. Help Desk Essentials. Help Desk Essentials
Help Desks: In House and Outsourced Options End-User support is an essential component of a well-run law firm IT department, but it can be difficult to manage and costly to properly implement. Come examine
Service Catalogue. 0984v1
0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8
Transform Your Service Desk by Using Award-winning Strategies
Transform Your Service Desk by Using Award-winning Strategies Charlotte HDI Chapter Meeting March16, 2012 Who is Technisource? National Technology Talent and Services Provider Leading service desk provider
The Cherwell Software Education Series Making Metrics Matter
Recognized by Forrester as an Emerging Leader The Cherwell Software Education Series Making Metrics Matter Prepared by: Daniel Wood, Head of Research, Service Desk Institute Innovative Technology Built
Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day.
Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day. Jeffrey M. Brooks, MS CIS & MBA Research Director, Gartner Co-Author Help Desk Manager
HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
ILTA 2010 Strategic Unity. The Guru s Guide for Helpdesk and Deskside Support
ILTA 2010 Strategic Unity The Guru s Guide for Helpdesk and Deskside Support 8/26/2010 Introduction You can only manage what you measure. Measuring service levels, ticket volumes, and user satisfaction
Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0
Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct
The Importance of First Contact Resolution. 24/7 Service Desk Immediate Support. Long-term Value. DSScorp.com
24/7 Service Desk Immediate Support. Long-term Value. DSScorp.com Contents 3 5 7 9 11 13 The Power of Partnership Defining FCR Improving Productivity Decreasing Cost Getting Started About the Author /
3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators
3rd Edition August 212 The Guru s Guide for Legal Service Desk Support Law firm specific metrics & key performance indicators WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
Unified Customer Experience Management
Unified Customer Experience Management Unified Customer Experience Analytics Operational Excellence Customer Satisfaction & Loyalty Competitive Advantage Today s Customer Touchpoints Self-service (IVR
Infasme Support. Incident Management Process. [Version 1.0]
![Infasme Support. Incident Management Process. [Version 1.0]](/thumbs/26/7505069.jpg "Infasme Support. Incident Management Process. [Version 1.0]")
Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary
Information Technology Infrastructure Library (ITIL )
Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local
The Service Desk Survival Guide 2005 Peter McGarahan
The Service Desk Survival Guide 2005 Peter McGarahan The Outlook For 2005 Go After Project Funding Globalization/Consolidation Outsourcing/Offshoring Career Development in/outside of IT Cost Containment
LEGAL SERVICE DESK SUPPORT
3rd Edition August 212 THE GURU S GUIDE FOR LEGAL SERVICE DESK SUPPORT LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
Exceptional customer service
Sage CRM Exceptional customer service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy
Customer Happiness, refreshingly easy
Customer Happiness, refreshingly easy Customers now expect faster replies, personalized interactions, and seamless conversations across channels 62% of customers have used social media for customer service
UniDesk Self Service Portal (SSP) User Guide
UniDesk Self Service Portal (SSP) User Guide Logging into the SSP The SSP is available via the Service Desk page on the ISD Website. Only current staff and students can use the SSP. Use of a protected
Metrics That Matter. Presented by: Pete McGarahan
Metrics That Matter Presented by: Pete McGarahan WHY? Consistent measurement/tracking provides an important feedback loop for continuous improvement Defining/reporting consistent metrics forces the Help
Exceptional Customer Service
Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means
Customer Support Charter
Customer Support Charter IDBS is committed to providing the best possible support for our products via Help Desk, Professional and Education Services. Part of this commitment is to ensure that you have
ATTACHMENT V2. Transnet
ATTACHMENT V2 HELP AND SERVICE DESK SERVICES TOWER For Transnet Help and Service Desk Service Tower Table of Contents 1.0 Help and Service Desk Services Overview and Objectives... 1 1.1 Services Overview...
H10220, page1. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
H10220, page1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. FUNCTIONAL DUTIES This is a non-career, term job with
C U S T O M E R GUIDE. Support Level Descriptions
C U S T O M E R GUIDE Support Level Descriptions Table of Contents 1. SUPPORT LEVELS... 3 2. SUPPORT SPECIFICATIONS... 4 3. SUPPORT TERMS AND CONDITIONS... 5 3.1 Definitions... 5 3.2 Support Services Provided...
SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services
Association for Information Systems AIS Electronic Library (AISeL) AMCIS 2011 Proceedings - All Submissions 8-5-2011 SLA Defined Metrics as a Tool to Manage Outsourced Help Desk Support Services David
ITS Help & Service Desk Annual Report 2013-2014
ITS Help & Service Desk Annual Report 2013-2014 Philipose, Ruby R, IT Manager The University of Texas at Austin, Information Technology Services 2013-2014 ITS HELP DESK ANNUAL REPORT 2013-14 EXECUTIVE
What are metrics? Why use metrics?
What are metrics? A business metric is any type of measurement used to gauge some quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates,
COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
How to benchmark your service desk
How to benchmark your service desk Internal benchmarking is an incredibly powerful tool and combined with elements of selective quantitative external benchmarking and qualitative work - can provide a true
Enabling Chat -- Key Success Factors in Chat Implementation
Enabling Chat -- Key Success Factors in Chat Implementation 0 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced
Stanford / MIT Benchmarking IT Help Desk
Stanford / MIT Benchmarking IT Help Desk Final Presentation November 13, 2002 Agenda Project Goals Help Desk Benchmarking Goals & benchmark metrics Initial data comparisons Findings & hypotheses Quick
IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001
IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written
Service Management is a journey Who s got the map? Simon King BMC Software
Service Management is a journey Who s got the map? Simon King BMC Software We are Struggling to Keep Pace with Change Where do we go next? Copyright 3/8/2012 BMC Software, Inc 2 % Incidents reported by
1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03
1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This
Evolv Technology & Support Delivers Platform Updates & Customer Support Insights
Ahead of the Change, Ahead of the Curve Evolv Technology & Support Delivers Platform Updates & Customer Support Insights Craig Lovell VP of Product Development Sandrine Moreau VP of Customer Support Agenda
MEASURING FOR PROBLEM MANAGEMENT
MEASURING FOR PROBLEM MANAGEMENT Problem management covers a variety of activities related to problem detection, response and reporting. It is a continuous cycle that encompasses problem detection, documentation
Student Contact Center: From Development to Delivery. A Vision for Anytime, Anywhere Student Services
Student Contact Center: From Development to Delivery A Vision for Anytime, Anywhere Student Services The Vision Single Source of Information Walk In Needs Met Here! Phone Email Agents empowered Departments
IT Support Center Call Handling Metrics Week Beginning: January 3, 2016
IT Support Center Call Handling Metrics Week Beginning: January 3, 1 Avg Speed to Answer (Target :) Avg Abandon Time (Target 3:) Avg Talk Time (Target 7:) Avg After Call Work Time (Target 3:) Avg Speed
Service Desk Management Process
Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries
FrontRange Voice. Password Reset via Self-Service. Presented by: Mark Hodgen Email: [email protected]
FrontRange Voice Password Reset via Self-Service Presented by: Mark Hodgen Email: [email protected] 12/2/2009 Agenda Self-Service Why? Using the telephone for self-service Self-Service via the
Guide. BMC Analytics for Business Service Management User. Supporting. BMC Analytics version 7.6.05 for Business Service Management. www.bmc.
BMC Analytics for Business Service Management User Guide Supporting BMC Analytics version 7.6.05 for Business Service Management January 2012 www.bmc.com Supplier Performance Percentage RMA The Percentage
The True Cost of Desktop Support: Understanding the Critical Cost Drivers
The True Cost of Desktop Support: Understanding the Critical Cost Drivers by Jeff Rumburg Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities
ITIL Roles Descriptions
ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test
KnoahSoft Harmony TM Suite. Because Not All Agents are Created Equal
KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are
To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.
JOB DESCRIPTION Job ination as shown on organisation chart Job Title: ICT Service Desk Post No: Analyst Directorate: Transation & Technology Division/ Department: ICT Operations, ICT Service Desk Grade:
How Do I Choose my KPIs?
Best Practices in Dashboard Design Building a Dashboard System What tasks are involved in building the system? Building a Dashboard System What tasks are involved in building the system? Design Implementation
Solutions Provider. The Service Desk. Not Included:
END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
About Talkdesk. 10 KPIs That Affect Customer Satisfaction With Call Center Service 2
10 KPIs That Affect Customer Satisfaction With Call Center Service 2 About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service
10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk