FreshTheme

20+ years in ITSM (Wall Street, PwC, InfoManage)

SMB, Mid-market and Enterprise

Infrastructure, software, desktop, helpdesk

Alan Berkson Director of Community Outreach

Freshservice

Why do we need metrics?

Feedback loop for improvement

Show ROI

Q. What do you do?

A. Keep you up and running.

Q. What do you do?

How will your success be

Why do we need metrics?

Cost per Contact? Uptime? SLA’s? First Contact Resolution Rate? End-user Satisfaction? Agent Utilization? Agent Satisfaction?

The burning questions

• How do you justify your existence? • How do you know what staffing levels are needed? • How do you know when you need to hire additional

staff? • What skillsets do you need? • How can you tell how efficient your service desk is now? • Do your users have visibility into the process? Do they

know what to expect? Are they happy?

Acme EntertainmentCase study

Acme Entertainment

CIO is concerned about the quality and effectiveness of her Help Desk and IT infrastructure support.

• Organization has grown over the last 5 years; • Implemented e-commerce site – went from extended business day to 24x7 support;

• IT director wants to add more staff because they feel overworked;

• User community not entusiastically satisfied with overall support.

The Challenge

The Challenge50+remote users

400+Users

75+400

24x7website/eCommerce

8am-8pm M-F10am-8pm Sat12pm-6pm Sun

Acme Entertainment

IT Director Senior System/Network Administrator

System administrator Application Support

3 Helpdesk/Desktop Support

Acme Entertainment

Staffing

User concerns

“Insufficient knowledge of

common applications – need product experts for MS

Office.”

“Problems not fixed immediately tend to linger without being

resolved.”

“Help Desk technicians can’t judge the level of expertise of the

caller.”

“Help Desk doesn’t

distinguish between a real emergency and just a problem.”

“Help Desk not directly connected

to Application Support – should

be one phone call.”

“No weekend support for Citrix.” “Help Desk

technicians don’t understand how

users use technology.”

“Not enough communication as to the status of open issues.”

“Not enough “root cause analysis” – fixing a symptom

but not the problem.”

Acme Entertainment

Acme EntertainmentCase study

How can we help them?

3METRICS

THREEKEY

SLA Load CSAT

Acme Entertainment

3 Key Metrics

Happy Customers?

SLA

Load

CSAT

Setting/Meeting Expectations

Understanding time/effort spent

Service Level Agreements

More than half the battle in having satisfied end-users?

Setting and managing expectations.

SLA

What will you do?

When will it be done?

Service Level Agreements

SLA

Help your customers understand how to do business with you.

Service Level Agreements

SLA

What will you do? • Service Catalog • Priority Based SLA’s (P1=2hr, P2=8hr, P3=Next Day) • Incidents vs. Service Requests

SLA

Service Level Agreements

So How Do You Hit Your SLA’s?

So How Do You Hit Your SLA’s? (Hint: How are you spending your time?)

SLA

Important Not Important

Urgent

Not urgent

SLA

Important Not Important

Urgent

Not urgent

You’re going to have a mix of incidents requests and service requests.

Incidents are urgent but not always important Incidents can be related to Problems

Problems are often important but may not be urgent.

Where are you spending your TIME?

Load

IncidentsService Requests

Problems

Change Requests

Load

Load

When the phone rings (or email/chat/etc), it’s generally:

a) Incident b) Service Request

Load

Increases….

Do you need to hire more people?

What are the “hotspots?”

Load

Load - Volume of tickets

Load - Volume of tickets

It’s normal that the volume of tickets will increase.

The question is the type of tickets that are increasing:

1- Service requests 2- Incidents

Load

or

Load

Problem = Known Issues

Problem Aging

Problem Management

Load

An increase in incidents could mean you’re not handling problems and known issues.

Problem Management = Reduced Load - Problem aging - Known issues

Load

Load - indications

Load - indications

Where are your hotspots?

Pinpoint where you need to focus Are there underlying problems not

being addressed?

Load

Is the customer

HAPPY?

Customer Satisfaction

Surveys

As simple as Good/OK/Bad.

CSAT

After each ticket Random users Periodic Audits

Focusing on just these metrics:

Move from incident-driven mentality to problem management mentality

Volume of Incidents (and tickets) go down Realistic SLA’s give more transparency and manage

expectations Customer satisfaction – and confidence – go up; trust

No change in staffing levels

Results

CSAT

Acme Entertainment

Key Metrics

Happy Customers?

SLA

Load

CSAT

Setting/Meeting Expectations

Understanding time/effort spent

freshservice.com @freshserviceapp