What if you could instantly see every aspect of your service desk operation at a glance? - What if you knew exactly where the bottlenecks were, down to the exact days of the week and types of services? - What if you could assess your sales pipeline the same way and fine tune your sales performance at the staff and opportunity level? - What if you knew at a glance exactly which products, services and clients are your most profitable – and could adjust your offerings accordingly? Your data is only as good as your ability to take action, improve productivity and profitability, and demonstrate your impact to your clients. This special session will demonstrate a new suite of performance management and reporting dashboards that let you visualize your business data. See how you can instantly drill into your core metrics for the insight you need to refine and improve your service delivery, build more predictable revenue streams and increase your profitability. [Presenter: Tom Teta, Autotask]

1. Metrics that Matter: Autotask Performance
Dashboards
Tom Teta
Manager of Services - International

2. Tom Teta
Manager of Services - International
 Managing International Sales Engineering and Implementation
 6.5 years at Autotask with Sales Engineering and Client
Services

3. Agenda






Introduction to Performance Dashboards
Fine Tuning Metrics that Matter
How to Exclude Data
Configuring Trending Data
Linking to PowerPoint
Mobility

4. Introduction to Performance Dashboards

7. Performance Dashboards with Analytics
with Analytics

8. Microsoft BI Suite
 Highest Rated
 Familiar
 IT-Oriented

9. Performance Dashboards Demo

10. Agenda
 Introduction to Performance Dashboards
 Fine Tuning Metrics that Matter

11. Fine Tuning Metrics that Matter
This Week
2 Wks Ago
5/12/2013
Opening Balance
Backlog Over 30 days
Tickets Opened
Tickets Completed
Added to Backlog
% of First Response Met
Avg Elapsed Time to Respond
% of Resolution Met
Avg Elapsed Time to Resolve
Avg Survey Score
Last Week
5/5/2013
4/28/2013
428
108
556
534
22
99%
1.0
83%
5.7
4.6
300
100
599
471
128
97%
1.3
80%
5.2
4.7
220
96
589
509
80
98%
0.9
85%
6.1
4.5
10 Week
Trend
10 Week Target
Met Plan
< 220
< 110
< 600
> 400
< 100
> 0.9
< 1.5
> 0.8
<6
> 4.5

12. Agenda
 Introduction to Performance Dashboards
 Fine Tuning Metrics that Matter
 How to Exclude Data

13. How to Exclude Data
 Our Service workbooks include all active tickets
in the last 10 weeks….
You may want to exclude tickets not
related to the help desk: queues of
recurring tickets, ticket type of sales, etc

14. How to Exclude Data with Advanced Where Clause

15. How to Exclude Data with Advanced Where Clause

16. Agenda




Introduction to Performance Dashboards
Fine Tuning Metrics that Matter
How to Exclude Data
Configuring Trending Data

17. Configurable: Ways to Filter Tickets

18. Configuring your Trending Data

19. Agenda





Introduction to Performance Dashboards
Fine Tuning Metrics that Matter
How to Exclude Data
Configuring Trending Data
Linking to PowerPoint

20. Linking to PowerPoint
This Week
Opening Balance
Backlog Over 30 days
Tickets Opened
Tickets Completed
Added to Backlog
% of First Response Met
Avg Elapsed Time to Respond
% of Resolution Met
Avg Elapsed Time to Resolve
Avg Survey Score
Last Week
2 Wks Ago
5/12/2013
5/5/2013
4/28/2013
428
108
556
534
22
99%
1.0
83%
5.7
4.6
300
100
599
471
128
97%
1.3
80%
5.2
4.7
220
96
589
509
80
98%
0.9
85%
6.1
4.5
10 Week
Trend
10 Week Target
Met Plan
< 220
< 110
< 600
> 400
< 100
> 0.9
< 1.5
> 0.8
<6
> 4.5

21. Agenda






Introduction to Performance Dashboards
Fine Tuning Metrics that Matter
How to Exclude Data
Configuring Trending Data
Linking to PowerPoint
Mobility

22. Mobility
 Access workbooks from your tablet
 Workbooks on Skydrive, Sharepoint or Office 365 are
accessible via Excel Web App

23. Sales
Service Desk
Client Facing Service Report
Finance
Projects