Customer Focused Service Desk

Customer Focused Service Desk
“How keeping the spotlight on your customer translates to Service
Desk success”
Jim Blayney
Director Product Marketing
John Harriman
Senior Services Delivery Manager

©2012 FrontRange. All rights reserved. Proprietary & Confidential. 2
Agenda
• People – “Listening to Your Customers”
• Process – “Customer Driven Best Practices”
• Technology – “Unlocking Customer Value”
• Reporting – “Measuring Success”
• Q&A

Are you in the dark?
How can you find your way, if you cannot see the path you’re on …

There is light at the end of the tunnel
What is Service Desk Success?
• Better service desk efficiency, productivity
& customer satisfaction

Poll Question #1

Listening to Your Customers

Age of the Customer
Not surprisingly, CIOs and their teams are under increasing pressure to deliver both
technology and business process solutions that will improve their customers’ experience
—

Who are you customers?
Internal vs. External
Customers
• Employees
• Vendors
• Customers
How are they different?
• Business to Business
• Business to Consumer
• Government
Questions to ask yourself :
• Types of customers you are
supporting?
• Number of customer you are
supporting?
• What is the projected growth?
• Current Staff and Budget?
• What is our Process Maturity?

Listening to your Customers
Combination of Science and art…
• Physical and emotional…
Defining Services to support your customers
• Aligning Services to meet the demands of the business
Service Portfolio
• Basic to Advanced Requests
Find the right balance

Staffing Guidelines
Are you staffed accordingly to
meet the needs of your
customers?
What are the guidelines?
• General Ratios
• By Channel
2012 HDI Salary Report

Gartner – Key Challenges
Gartner 2012

VALUE
TIME
LEVEL 1: Basic
LEVEL 2: Intermediate
LEVEL 3 - 5: Advanced
Help Desk & Ticket Management
solutions built for cloud or on-premise
Service & Client Management solutions
including: Self Service & Service Catalog,
Discovery and Infrastructure Control
Integrated Service & Client Management
solutions including: Workflow based
platform, Voice Automation, and Desktop
and Server Management
Gartner IT Maturity Curve

Poll Question #2

Customer Driven Best Practices

Working Assumptions
Assumptions are:
• Ready and motivated to focus on your customers
• Leadership, management and the team(s)
• You have in place mechanisms to contact your
customers for feedback.
• You can identify your customers (Who they are,
special notes, SLA, history, etc.

Customer Advocacy
Customer Advocates
• The use of customer advocates allows for single points of
contact to collate and provide clear communication for issues
and challenges.
• The use of SDM/CSM/CRM’s to handle Escalations
• What were we doing wrong to have such involvement

Customer Advocates
Where does this feedback go?
Customer advocacy – What is the feedback mechanism once
the customer feedback is captured?
• Targets are to:
• Reduce the number of escalated and unhappy customers so that we can
concentrate on proactive activities to the customer lifecycle.
• Improve the service in terms of customer satisfaction
• Simply being able to call the customer and ask “We haven’t spoken for a
month so I thought we would check in with you”
• Quarterly Business reviews / This can be at the individual, departmental and
company level.
• Pro-active communications: Notifications on upcoming changes or projects.

ITIL Guidance
ITIL V3 as a guide to
helping you define your
service desk strategy…
• Service Strategy
• Service Design
• Service Operation
• Service Transition
• Continual Service Improvement

Service Desk Best Practices
Surveys
• General vs. Specific
• best practice for support organizations to send a survey with every
closed incident. Important to track and also have a process to ensure you
are doing customer follow ups as well as a way to coach analysts.
Analyst Scorecards
• a way to measure analyst success and have touch points on a monthly
basis. Ensures consistency for the desk and analysts know how they are
preforming.
Incident Life-cycle and Life-cycle Management Process
• most ensure you have a standard process for documenting and capturing
incidents within the support organization.

Why Survey?
Understand
Measure
Improve

Analyst Score Cards
SAMPLE STAFF SCORECARD
• Support Metrics
• Total Incidents logged Customer
satisfaction, event-based
• Average talk time per call First
contact resolution
• Average wrap-up time per call
Management escalations
• Average resolution time
LEARNING/GROWTH STAFF
• Technical escalations
• Incident reopen rate
• Call quality monitoring index
Average availability
• Incident quality monitoring index
Example Score Cards

Service Desk Best Practices
Call Monitoring and Incident Reviews:
• Best practice to ensure customer service and
technical information passed to customers is
at the proper level. Incident reviews to
ensure technical accuracy and that
documentation is being properly captured in
Incident Management tool.

Best Practices
Sources to continue to evolve and mature your
service desk…
• Net Promoter Score (NPS)
• Knowledge Centered Support (KCS)
• Help Desk Institute (HDI)

Unlocking Customer Value with Tools and
Technology

Enabling Technologies & Automation
Service Desk success cannot achieved by
simply implementing technology or tools. It is
just one component of the overall service
strategy.

Enabling Technologies & Automation
Key Desk Tools:
• Knowledge Management
• Surveys
• Self Service
• Service Catalog
• Voice
• Collaboration

Knowledge Management
The process of identifying, collecting, manipulating and
maintaining information to make it accessible and usable by
your Support Center professionals and customers.
The goal of knowledge management is to create a centralized
repository for storing all pertinent information that will be
needed by the Support Center professionals in order to support
the customer base successfully.

Knowledge Center Support (KCS)

Channels of Communication
Service Desk must adapt to accommodate a
younger customers with evolving technology
Multi-channels
• In-bound
• Out-bound
Marketing your channels of communication
• Self Service Portal
• After Hours Support
• Voice (IVR)
• Chat

Collaboration
What it is collaboration?
• Customer view
• Service desk view

Surveys
To discover and confirm the bigger picture and
issues of working with us. “Perception”
• The NPS provides all business units with a focus and more
importantly focus on the customer and the issues & challenges
customers have working with the service desk/support center.
• It allows us to learn more about ourselves from the outside
in.
• It has a direct impact on changing focus, changing culture
• Collaboration with the service desk, changing communication
• ACTING on the customer feedback, for the customer : ensuring
changes are understood in terms of customer impact.

Surveys
Ticket Surveys
• Don’t survey without any real purpose after every
ticket, otherwise you will derive masses of data
that really don’t give any business direction outside
of support.
• Communicate results

Reporting – “Measuring Success”

Critical Success Factors
Critical success factors (CSFs) is
something that needs to be met or
true to achieve your goals.
A Process CSF would be that Service
Desk Agents have a defined process
that consistently determines the
urgency and impact of a customer
issue.
People: Agents have adequate knowledge of the
IT services, technology and organizations they
support
Product: The ticketing system includes workflows
to enable queue management and escalation
procedures.
Partner: Operational Level Agreements exist for
technical and application infrastructure areas to
ensure incident resolution intervals for 2nd level
technical and application support teams.
Performance: Service Desk staff are aware of key
performance indicators for their roles.

Key Metrics to Measure
Key Performance
Indicator (KPI)
Definition
Number of repeated
Incidents
Number of repeated Incidents, with known
resolution methods
Incidents resolved
Remotely
Number of Incidents resolved remotely by the
Service Desk (i.e. Without carrying out work at
user's location)
Number of Escalations
Number of escalations for Incidents not
resolved in the agreed resolution time
Number of Incidents
Number of incidents registered by the Service
Desk grouped into categories
Average Initial Response
Time
Average time taken between the time a user
reports an Incident and the time that the
Service Desk responds to that Incident
Incident Resolution
Time
Average time for resolving an incident
grouped into categories
First Time Resolution
Rate
Percentage of Incidents resolved at the
Service Desk during the first call grouped into
categories
Key Performance Indicators
are “chosen“ metrics that
measure actual performance
to determine the state of
Critical Success Factors. They
indicate the health of the
Service Desk and its
components.

Getting the right information into the
right peoples hands
End Users
• Hours of operation, Product Supported, Updates, Self Service
Staff
• Queue statistics, Problems, Performance, Knowledge
• Employees/customers
• Escalation process, root cause analysis, customer satisfaction
scores
Management
• Cost analysis, customer satisfaction, trends, issues, service quality

Summary

Summary
Don’t forget to listen to your customer….
• Self-Assessment
• Define your services strategy
• Take incremental steps
• Measure and Re-calibrate
• Repeat… Often!
Stay Focused on your customers success and it will translate to
Service Desk Success!

Questions?

Thank You!
For more information please visit us at:
www.frontrange.com

Customer Focused Service Desk

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