The Presentation Will Begin At 12PM EST Make Service Desk Measurement - - PowerPoint PPT Presentation

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The Presentation Will Begin At 12PM EST Make Service Desk Measurement - - PowerPoint PPT Presentation

Dec 09, 2023 304 likes •811 views

The Presentation Will Begin At 12PM EST Make Service Desk Measurement Relevant to Senior Management! Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service

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Charles Cyna

President ThinkITSM Corp.

Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service Improvement. Key Learnings: · The Service Desk has changed - how we measure needs to change too. · What is your Service Desk's value proposition and how do you communicate it. · What does an Executive Scorecard look like and how to build one.

The Presentation Will Begin At 12PM EST

Make Service Desk Measurement Relevant to Senior Management!

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Making Measurement from the Service Desk Relevant to Senior Management

Thought Rock Webcast Presenter: Charles Cyna, ccyna@thinkitsm.com

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A little about ThinkITSM and ITSM Coach

  • ThinkITSM provides education, instruments

and tools to elevate the practice of IT Continuous Service Improvement Management

  • We deliver education and tools in ‘tactical

bundles’ which make what we do affordable and practical

  • Our virtual model has allowed organizations

around the world improve their IT Performance

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Today’s Objective

  • 1. Discuss a measurement methodology showing how folks

running the IT Service Desk can and should demonstrate value to Senior Management

  • 2. Provide actionable next steps to improve measurement in your
  • rganization
Define, Measure, Achieve. Repeat 4
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Agenda

Senior Management – They Are Different! 1 5 Common Measurement Mistakes 2

5 Step Process for Building a VITO Improvement Scorecard

3 Q&A 4

Define, Measure, Achieve. Repeat 5
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‘Senior Management’ is Different

  • A unique stakeholder
Define, Measure, Achieve. Repeat 6
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Understanding Your Measurement Stakeholders

Service Desk Measurement Stakeholders

VITO Customer Consumer IT Dept Heads Technical Stakeholders Define, Measure, Achieve. Repeat 7
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‘Senior Management’ is Different

  • A unique stakeholder
  • Making investment decisions based on value NOT activity
  • Probably does not fully understand the IT Service Delivery Value

Proposition

  • Focuses time and organizational investment on best return
Define, Measure, Achieve. Repeat 8
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VITO Concerns

Define, Measure, Achieve. Repeat 9
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Service Desk Value

Define, Measure, Achieve. Repeat 10

Lowest Possible Cost

Highest Possible Stakeholder Satisfaction

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5 Common Measurement Mistakes for VITO

  • 1. Generate reports that are activity based
  • 2. Everything is important
  • 3. Not telling a story
  • 4. Measuring without a goal
  • 5. Measurement and Improvement are disconnected
Define, Measure, Achieve. Repeat 11
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5 10 15 20 25 30 35 40 45 50

Incidents Meeting SLA (Dec'10)

Typical Report Example

  • What is the action
  • Too many categories at

the same level and many similar categories

  • Difficult to compare

like-components

  • So What Report?

Problems

  • This report should be

trashed

Solution

Define, Measure, Achieve. Repeat 12
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Example Senior Management Language

Define, Measure, Achieve. Repeat 13

Source: ITSM Coach

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Establishing a Improvement Scorecard for SM

Repeatable Consistent Applicable

1- Provide Education on Service Desk Value KPIs 2- Understand Capabilities Required 3 – Baseline Performance 4 – Set Goals 5 - ARM Define, Measure, Achieve. Repeat 14
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1 – Education on Value KPIs

Certain KPIs provide proven links to the two key measures driving Service Desk VALUE Measures focus on Cost/Satisfaction Scorecard correlates back to value

Define, Measure, Achieve. Repeat 15
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1 – Define Value Major KPI Relationship Map

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4 - Cost per SD Contact 7- Agent Utilization 6-Resolution Cost/Incident (TCO proxy) 5 - SDIM Process Maturity 8 - Agent Satisfaction 3- Resolution to SLO 2 - FPOC 1 - Client Satisfaction

Turnover/ Absenteeism Schedule Efficiency Career Pathing Training Hrs Performance Management & Coaching

GOAL - Highest Possible Quality for the Lowest Possible Cost = “Better, Faster, Cheaper”

L1 Resolve Design & Knowledgebase First Level Resolution

Quality Cost

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2 - Understand Required Capabilities

Outcome

  • Measurable Improvement in Customer Satisfaction

Capability

  • Need to be able to log client incidents in a consistent and repeatable way
  • Need to understand client expectations
  • Ability to send surveys to ask about satisfaction

Measure

  • Measures correspond directly to capabilities and/or outcomes
Define, Measure, Achieve. Repeat 17
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3 - Baseline Current Performance

  • A baseline is a snapshot in time of current performance
  • Need to produce a measurement summary of how you intend

to capture the information.

Define, Measure, Achieve. Repeat 18
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SLIDE 19 Define, Measure, Achieve. Repeat 19
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Baseline Current Performance

  • A baseline is a snapshot in time of current performance
  • Need to produce a measurement summary of how you intend

to capture the information.

  • Action the baseline
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4 - Set Improvement/Maintenance Goals

  • 1. Without a goal, longer term measurement tends to lose

momentum

  • 2. Goals focus improvement action
  • 3. A measurement without a goal is a journey without a

destination.

Define, Measure, Achieve. Repeat 36
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5- ARM

  • ARM
  • Action
  • Re-Measure
  • Maintain
  • Time for Action
  • Don’t start a project unless absolutely necessary
  • Use visualization to link improvements to outcomes
Define, Measure, Achieve. Repeat 37
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Tying it together

  • Making the measures consumable by SM
  • Single Screen
  • Single Number
  • Provide Context
Define, Measure, Achieve. Repeat 41
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Tying it together

Each Measure needs the following:

  • A Weighting
  • A Confidence Rating
  • A Measured Score
  • An Improvement Score
Define, Measure, Achieve. Repeat 42
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SLIDE 43 KPI Dimension KPI Champion

Performance Metric (KPI)

Weight Confidence Rating (H,M,L) Baseline Target Actual Performance VALUE Indicator Tactical Ref #’s Quality
  • 1. Customer Satisfaction
30% Quality
  • 2. First Contact Resolution Rate
12% Quality
  • 3. Compliance to Restoration Service
Levels 10% Cost
  • 4. Cost Per SD Contact
15% Quality & Cost
  • 5. Service Desk & Incident Process
Maturity 8% Cost
  • 6. Resolution Cost per Incident
5% Cost
  • 7. Agent Utilization
10% Quality & Cost
  • 8. Agent Satisfaction
10% Total 100% N/A N/A N/A N/A

CSI “Silver Bullet” - VALUE Indicator

43 Used to focus Improvements & compel corrective actions to achieve targets. Results in a single VALUE score that can be used to trend improvements 72% Trend of the monthly VALUE Value Indicator Month
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The Service Value Score Trended Over Time

Define, Measure, Achieve. Repeat 44

Balanced Scorecard % Date Source: ITSM Coach

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The Service Value Score Trended Over Time

Define, Measure, Achieve. Repeat 45

Balanced Scorecard % Date Source: ITSM Coach

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Summary

Measures for SM should be based on Value not Activity Deliver measures in the context of CSI In the beginning focus on the meaningfulness of the measures rather than the accuracy of the data Bad new is good news! Start small and earn a quick success. Improvement is addictive Don’t reinvent the wheel  Go to www.thinkitsm.com/thoughtrock and get started today

Define, Measure, Achieve. Repeat 46
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Q & A

Any Questions?

Questions & Answers

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Thank You!

Charles Cyna ccyna@thinkitsm.com ThinkITSM www.thinkitsm.com

Contact

Toll-Free: 1.866.HUG.ITSM (484.4874) Fax: 1.647.259.0695 Email: ccyna@thinkitsm.com Define, Measure, Achieve. Repeat 48
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Join Us For Lunch Every Tuesday At 12PM!

Phone: 1.877.581.3942 Email: Info@ThoughtRock.net Twitter: @ThoughtRockers

www.ThoughtRock.net