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IT Service Desk Metrics for Senior Leaders

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These are the 5 core KPIs/metrics. If you measure and monitor with the "zeal of a zealot", it will transform your company and reputation. Even if you've never been measuring anything except how many or what kind of calls you receive, these are excellent metrics to start measuring to establish a base line for your organization.

Metric "discipline" is needed. Initially you or your organization may look "bad". It is often that way at the beginning. Sooner or later someone will ask for metrics. Some smart senior leader will ask for these KPIs/metrics. You are better off to identified these KPIs/metrics now so you can begin making progress and improve your numbers and trend lines.

If you do not have service level agreements today, there is a great whitepaper on the Giva web site about how to develop them and slowly introduce service level management to your organization. See https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Correct Metrics for IT Service Desk-Biggest Challenges

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Getting the right metrics/KPIs via reports easily and quickly is the #1 challenge of almost all IT help desk and external customer service organization.

We will discuss the important metrics to focus on, but you may never been able to generate these metrics with your current call tracking system and you will walk away saying…"Great, I now know what I need, but I just can't get it or it takes me too long to get".

When discussing the important metrics, I am going to show you samples of Giva Reports.

Giva is an award winning provider of SaaS (Software-as-a-Service) Web-based ITIL Help Desk, Customer Service/Call Center and Service Desk cloud based computing services.

Visual reporting, management dashboards and an intuitive design, make the Giva Service Management™ Suite very powerful and at the same time very easy to use. Customizations are all point and click (i.e no programming necessary) so the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Hourly, Daily, Weekly, Monthly Metrics for Help Desk

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You have a very busy day. You don't have the time to figure out all the right metrics/KPIs for your organization and then specify and code reports in your call tracking system or wade through the 100's of canned reports searching for the right metrics/KPIs. You also do not have time to "kick" your call tracking system to get this information on a hourly, daily, weekly, monthly or quarterly basis. You need to have the right metrics/KPIs sent to you and your term at the scheduled intervals that you deem appropriate for each leader, supervisor or agent. You need real-time information sent to you at exactly the time that you need it.

You will always need the ability to quickly generate ad hoc reports with little effort.

It is easy to measure the performance of a Wall Street stock trader with profit/loss as measured in dollars. Revenue is the most "pure" metric possible. But, for those of us not trading stocks all day, it is harder to tie performance to revenue generation/impact, but a close as link as possible.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Measuring the Best Performers in IT

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"Rock Stars"…we all love these producers. The company gets great value from these people. They are the work horses. They're smart, competent and confident and your customers love them. You want to keep them. In a poor economy, you want to keep your rock starts and attract more rock stars from your competition.

"Stars in Training"….offer them training and mentoring to get them to realize their potential. They are typically younger and have a desire to grow and excel.

"Solid Citizens"…dependable, competent, maybe don't have all the skills or don't push themselves like the "Rock Stars"…ok with being a "Solid Citizen"…nothing wrong with that.

"Problem Children"…all leader have experience with these folks. It's some times difficult to terminate poor performers… Giva worked with a customer that was a major international law firm that would not terminate poor performing IT support people. They did not have any objective data. Only anecdotes of information. They feared an age discrimination lawsuit. They had no hard data to support the poor performance. After 6 months of using Giva reports, they terminated three people in IT. The IT management provided the Human Resources dept. with objective data from Giva reports. The conservative firm felt confident they had objective data to support the terminations. This significantly lifted morale in the IT groups. Terminating poor performers always lifts morale. On an emotional level, people never like to see terminations, but when others are unfairly carrying the workload of a poor performer, etc., morale is always lifted and motivation is increased. Moreover, team morale is killed when competent people are terminated because of politics, personality, favoritism, and other subjective measures.

Download the webinar slides:

Metrics For IT Help Desk & Customer Service Organizations

Who to Reward in IT or Customer Service

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Outstanding leaders focus on "high leverage points" where they can make changes and exert influence. High leverage points provide a disproportionately higher payback for every unit of effort/time invested vs. low leverage or no leverage points. Said another way..they want a big bang for buck for effort/attention so they look for high leverage activities where they can have a big impact.

High Leverage Points: A law firm or hospital internal IT help desk will have significant influence on the productivity of attorneys and health care professionals which are revenue producers for their respective entities.…it's a high leverage point. Another example is a customer service organization since it has significant influence on customer decisions to purchase more products/services. Customer facing personnel are in a very influential/critical position. Sales people generate revenue, but excellent customer service people keep customers coming back with their checkbooks…or not coming back.

Download the webinar slides:

Metrics For IT Help Desk & Customer Service Organizations

Performance Incentives-IT Help Desk

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Why are metrics important?

 

-Performance- what to be able to draw distinctions between people and groups for incentive programs. Linking incentive programs to subjective criteria will kill morale of any organization. Without objective measures, favoritism and personality "rule" instead of performance. Circulate the name(s) of winners along with a copy of the report(s)/metric(s) documenting why the they won and how everybody else performed. Can't improve if can't measure! Increase individual and group morale with metrics.

-Benchmarking - Industry and competitors for continuous improvement. Easy to get industry data, but need to collect data about your company with your call tracking system to compare with industry data.

-Financial…for resource allocation plans, workload balance, add/subtract headcount, business cases for capital and operating expenses. Tie your team's performance to revenue as much as possible. How many revenue producers did the support organization kept productive? How happy are out customers so they keep on buying?

Download the webinar slides:

Metrics For IT Help Desk & Customer Service Organizations

Tough Questions to Ask Any Software Vendor Before Purchase

 

Continuing from yesterday, here are 10 more groups of penetrating questions to ask SaaS Customer Service and IT Help Desk vendors to determine their true character.


11. Are there maintenance windows of downtime for routine server administration? When are they? Will the service always be unavailable during these windows or just some times? Will I get notifications when the service will be down during a maintenance window? How much advance notice?

12. What contract lengths do you offer, and what are the discounts that apply? Is there any flexibility in payment terms? What are renewal terms?

13. How quickly can we be up and running on your product? Does it work "out of the box"? Will it take a week, a month, a quarter or six months or longer to deploy? Will you provide an implementation plan in writing and commit to it? Who will initially pay for set-up, customization and configuration costs? Who will pay these costs on an ongoing basis? Do we need to learn a programming language to administer and customize your product? If so, what is the approximate size of the developer community; and what is the average hourly rate?

14. What is exactly included in annual software maintenance? Will we receive major releases or just bug fixes and minor enhancements? Can you please show us exactly where this is documented in your SaaS License Agreement?

15. Of course, we hope that we do not have to do this, but my company may want to cut costs in the future by not paying your annual software maintenance. Our CFO is concerned about commitments for ongoing fees. Can we stop paying software maintenance any time we want, but continue to use the software licenses? Do we need a license key from you each year? What happens if we stop paying annual software maintenance, and then we want to start paying again to obtain support? Do we have to "back pay" all the fees for software maintenance we did not previously pay?

16. What is your roadmap for future product development? What product enhancements are you planning to make over the next 12 months? How can my company be assured that you will deliver on this roadmap? What are our options if you do not deliver?

17. If we have a support issue that requires some reconfiguration, does your company charge professional services fees for this work, or is it covered under routine support?

18. We will probably learn a lot about your product after using it for the first six months or even a year. If we want to do additional customization and configuration work after the initial deployment is completed, does your company charge professional service fees for this work ,or is it covered under routine support?

19. Is a source code escrow service available? (This requires that the vendor place their source code in escrow, so that it is available if they are no longer in business.) Is there a fee for this?

20. Does the vendor ask you about your pain points? Are they interested in understanding your requirements, and will they prepare a demonstration of their capabilities based on these requirements at no cost or obligation?

 

Download white paper at:

https://www.givainc.com/wp/qualify-questions-saas-customer-service-software-IT-help-desk-vendors.htm

10 Questions to Ask Software Vendors Before Purchasing

How can you more quickly qualify and evaluate SaaS customer service and IT help desk software vendors?

This white paper discusses twenty groups of penetrating questions to ask SaaS Customer Service and IT Help Desk software vendors to determine their true character. A SaaS vendor is like a spouse. While "Dating" it is better to understand what life may be like after the "Honeymoon" is over. Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money. Use these questions to poke and prod at your list of vendors and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

Here are 10 groups of penetrating questions to ask SaaS Customer Service and IT Help Desk vendors to determine their true character. Tomorrow, look for 10 more.

Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money.

Use these questions to poke and prod at your long list of vendors, and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

1. Do you offer a Service level Agreement (SLA) for uptime? What is it? Is it included in the cost, or is there an additional charge for providing an SLA for uptime? Is there a financial penalty for downtime? How do we apply for credits? What is your history of uptime? Can I obtain a copy of the uptime Service Level Agreement to review?

2. Does your company provide Respond and Resolve Service Level Agreements (SLAs) for support service requests that your company is committed by contract to meet? If so, how can we measure if your company is meeting or exceeding these SLAs? Can we terminate our contract if your company does not meet these support SLAs? Is there a clause in your contract to allow termination for material breach of support SLAs? How do I get support? Do I have to send an email, open a web request, or can I call your company and speak with a live person? What are your standard support hours? Do you offer extended support hours for evenings, weekends, and non-USA regions? Is there a fee for this?

3. Do you measure and monitor application responsiveness on an ongoing basis? Your service may not be down, but how do I know if it will be responsive and usable? Do you provide a Service Level Agreement for application responsiveness? If so, what is it?

4. Is your product architected as a Web-native application? Is it really a client/server application retrofitted with a Web interface?

5. What if better technology comes along after we purchase your SaaS product? Perhaps your company is not keeping up with evolving industry standard enhancements. Are we stuck with your SaaS product? Can we terminate our contract? Are fees required for termination? What is your frequency of launching new product releases for the last three years? Can we review the release notes?

6. Do you host your product at a commercial data center, or do you host on your own servers? If at a data center, is it SAS-70 certified? Does the data center provide a managed service, or does your company rent a "collocation cage" with power and network access, but your company maintains all the server infrastructure? Does your data center use a third-party security assessment firm to determine whether the data center meets Payment Card Industry Data Security Standard (PCI) and security requirements related to the protection of private and confidential data? Does your data center use a third-party security assessment firm for intrusion penetration testing and monitoring?

With respect to your data center:

• How often do they perform back-ups? Is there a daily incremental back-up? Is there a full back-up at end of the week?
• Is the back-up automated to assure that it happens without fail?
• Is the back-up to tape or disk?
• How long of a back-up history is maintained? 30 days of data on site and 60 days off site for safe keeping? Can the database be restored to a specific day and time? Are back-ups stored on site or off site at secured locations?
• Is transportation to off-site locations secured?
• What is the data center disaster recovery plan?
• What happens if the data center power is knocked out? How many days can it stay powered on generator failover without refueling?
• Is the data center physically guarded 24 x 7 x 365?
• How is physical access to the data center protected?
• How is virtual access to the data center protected?
• Is there a hardware-based firewall that protects your data from the Internet?
• Are there Microsoft and Cisco Certified Network Engineers on site 24 x 7 x 365?
• How long would it take to recover from a complete server failure?
• Are there ample spare parts on site?
• What level of data center redundancy is built-in?
• What level of Internet access redundancy is built-in?
• Does your data center have strategic partnerships with Microsoft, Oracle and Cisco to be among the first to receive important security information and updates? How fast are security patches applied?
• Is there virus protection on the server farms?

7. After my company pays for your product, what if we become dissatisfied for any reason? Perhaps the product does not work as demonstrated or promised. What will you do?

8. Please prepare an estimated Total Cost of Ownership (TCO) of your product over four years. Consider all the acquisition and lifetime costs of ownership. Document all your assumptions; and we will provide you with our assumptions for the analysis, as needed.

How does your product TCO compare with the other companies we are evaluating? Are training, set-up, customization, configuration, support, integration and any usage fees all included in this TCO? See Giva's White Papers and Tools to help calculate the TCO of SaaS and software licenses.

9. As my company grows or experiences spikes in business, can additional licenses and disk storage space be quickly provided on-demand as necessary for peak times such as the holiday season, special promotions or major IT infrastructure upgrades at my company?

10. Can I get a copy of my company's data file at any time in an industry standard format, so it can be imported into another application? Is there a charge? Is it explicit in your contract that my company's data is owned by my company? How will our data be protected from a privacy and disaster recovery perspective?

 

Download white paper at:

https://www.givainc.com/wp/qualify-questions-saas-customer-service-software-IT-help-desk-vendors.htm

Key Questions To Ask Software or Cloud Vendors

What questions should you ask vendors to determine their true character?

Here are 10 groups of penetrating questions to ask Customer Service and IT Help Desk vendors to determine their true character.

Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money.

Use these questions to poke and prod at your long list of vendors, and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

  1. After my company pays for your software licenses, what if we become dissatisfied for any reason? Perhaps the product does not work as demonstrated or promised. What will you do?
  1. What if better technology comes along after we purchase your software licenses? Perhaps your company is not keeping up with evolving industry standard enhancements. Are we stuck with your software licenses? Can we trade in your software licenses and receive a pro rata cash refund to purchase a product that meets our evolving needs?
  1. How quickly can we be up and running on your product? Does it work "out of the box"?
    Will it take a week, a month, a quarter or six months or longer to deploy? Will you provide an implementation plan in writing and commit to it? Who will initially pay for set-up, customization and configuration costs? Who will pay these costs on an ongoing basis? Do we need to learn a programming language to administer and customize your product? If so, what is the approximate size of the developer community, and what is the average hourly rate?
  2. Please prepare an estimated Total Cost of Ownership (TCO) of your product over four years. Consider all the acquisition and lifetime costs of ownership. Document all your assumptions; and we will provide you with our assumptions for the analysis, as needed. How does your product TCO compare with the other companies we are evaluating? Are training, set-up, customization, configuration, support, integration and any usage fees all included in this TCO?
  3. What exactly is included in annual software maintenance? Will we receive major releases or just bug fixes and minor enhancements? Can you please show us exactly where this is documented in your Software License Agreement?
  4. Of course, we hope that we do not have to do this, but my company may want to cut costs in the future by not paying your annual software maintenance. Our CFO is concerned about commitments for ongoing fees. Can we stop paying software maintenance any time we want, but continue to use the software licenses? Do we need a license key from you each year? What happens if we stop paying annual software maintenance, and then we want to start paying again to obtain support? Do we have to "back pay" all the fees for software maintenance we did not previously pay?
  5. What is your roadmap for future product development? How can my company be assured that you will deliver on this roadmap? What are our options if you do not deliver?
  6. If we have a support issue that requires some reconfiguration, does your company charge professional services fees for this work, or is it covered under routine support?
  1. We will probably learn a lot about your product after using it for the first six months or even a year. If we want to do additional customization and configuration work after the initial deployment is completed, does your company charge professional service fees for this work, or is it covered under routine support?
  2. Does your company provide Respond and Resolve Service Level Agreements (SLAs) for support service requests that your company is committed by contract to meet? If so, how can we measure if your company is meeting or exceeding these SLAs? Can we terminate our contract if your company does not meet these support SLAs? Is there a clause in your contract to allow termination for material breach of support SLAs? How do I get support? Do I have to send an email, open a web request, or can I call your company and speak with a live person? What are your standard support hours? Do you offer extended support hours for evenings, weekends, and non-USA regions? Is there a fee for this?

 

Download White Paper:

https://www.givainc.com/wp/qualify-questions-customer-service-software-IT-help-desk-vendors.htm

Compare BMC Numara Track-It! vs. Giva

 

Replace Numara Track-It! help desk software with Giva Cloud Computing

Save money with Giva SaaS Has your organization outgrown Track-It!? We know that you need to measure the IT help desk performance with metrics, charts and graphs to reward stakeholders and take action when necessary. Our visual tools allow you to analyze data and proactively highlight trends and patterns early on.

Each report features our Giva Easy Three-Click Reporting™ engine that allows you to quickly build standard and completely customizable Report queries.

  • Intuitive human friendly Report user interface
  • Export Reports to Adobe® PDF (with color output) and CSV file
  • Email Reports on-the-fly
  • Schedule Reports for automatic email delivery
  • WYSIWYG browser printing

Watch 3 Videos About Giva

View IT Help Desk Reports, KPIs & Metrics examples

 

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