Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?HDI MotownJanuary 14th, 2010
Presenter: Charles Cyna, President, ThinkITSM Corp.
A little about me and ThinkITSM
• Been involved in the Service Desk industry for 16 years
• ThinkITSM provides expertise and knowledge captial around Service Improvement
• We make the world’s first dedicated CSI tracking software for IT ‘Continual Service Improvement as a Service’
• Customers in 34 countries send us their service desk data to us every night for analysis, baselining, benchmarking and reporting
• Unique perspective based on objective analysis
Agenda
The Truth about IT Service Delivery
Is your Service Desk the ‘Rodney Dangerfield’ of IT
The Big Picture
The Service Desk Value Proposition
Decomposition of a Metric (FCR)
Practical Instruments for Success6
Define, Measure, Achieve. Repeat3
Q&A7
Three IT Truisms to think about...
1. Organizations often get the IT Service Delivery they deserve
2. IT Departments often get the Service Desks’ they deserve
3. Service Desks often get the resourcing they deserve
Define, Measure, Achieve. Repeat4
Service Desk
IT
‘The Organization’
Signs of ‘No Respect’
Management ChallengesEscalation Group
Management
Resourcing requests not granted
Organization
ChallengesCutbacks
Service Desk perceived as a cost
People Challenges
Low Morale
Staff Turnover
Non Compliance
Define, Measure, Achieve. Repeat5
The Big Picture
Define, Measure, Achieve. Repeat6
The Big Picture
Define, Measure, Achieve. Repeat7
State of the IT Nation Today
Define, Measure, Achieve. Repeat8
IT Spending
“2008-09 witnessed the most sever economic recession in generations, and the IT industry suffered an even greater decline that it did in 2001, following the dot-com bubble.” (Gartner)
Define, Measure, Achieve. Repeat9
Employment
63%
29%
8%
IT Employment 2010
Reducing IT Headcount Freezing IT Headcount Increased IT Staff
Define, Measure, Achieve. Repeat10
The Big Picture
Define, Measure, Achieve. Repeat11
Technology Proliferation
We are living through a technological revolution made possible through accessibility...
Define, Measure, Achieve. Repeat12
The Big Picture
Define, Measure, Achieve. Repeat13
Globalization
Define, Measure, Achieve. Repeat14
The Big Picture
Define, Measure, Achieve. Repeat15
IT Impact
1. Impact vs. Response
Define, Measure, Achieve. Repeat16
IT Impact
1. Impact vs. Response
2. The Barbarians at the Gate
Define, Measure, Achieve. Repeat17
The Big Picture
Define, Measure, Achieve. Repeat18
IT Impact
1. Impact vs. Response
2. The Barbarians at the Gate
3. Broker vs. Builder
Define, Measure, Achieve. Repeat19
The Little Picture
Define, Measure, Achieve. Repeat20
But the Reality is that Most Service Desks...
- Do a great job
- Have a talented team
- Really want to help their customers
- Improve what they are doing
- Have challenges interacting with escalation groups that are not directly managed
- Don’t record successes consistently
- Produce too many reports
- Focus on reporting on the wrong stuff
- Don’t identify what makes their offering unique
- Don’t identify what is the ‘business’ value being provided
Define, Measure, Achieve. Repeat21
The Service Desk Paradox
Define, Measure, Achieve. Repeat22
The Service Desk’s Value Proposition
Service Desk Value Proposition
Economic Impact
Organizational Impact
Impact on other IT
Processes
Face of IT
Define, Measure, Achieve. Repeat23
Economic Impact
1. What is the cost to the organization when an employee can’t perform their job function?
2. What is the cost to the organization when a customer can’t use your product or service?
3. How do you communicate that cost today?
Define, Measure, Achieve. Repeat24
The Service Desk’s Value Proposition
Service Desk Value Proposition
Economic Impact
Organizational Impact
Impact on other IT
Processes
Face of IT
Define, Measure, Achieve. Repeat25
Organizational Impact
1. When IT Operations doesn’t align themselves to the organization, overall organization morale and productivity can actually be impacted.
2. Do you measure how closely your activities today align with the perceived importance by your consumers and customers?
Define, Measure, Achieve. Repeat26
The Service Desk’s Value Proposition
Service Desk Value Proposition
Economic Impact
Organizational Impact
Impact on other IT
Processes
Face of IT
Define, Measure, Achieve. Repeat27
Impact on other IT Practices
1. Is the Service Desk the central hub for information for IT?
2. Does Change and Release improve their practices based on measurement from the service desk?
3. Does the Service Desk provide a view of all incidents’ that are caused by releases?
4. What is the relationship between the Service Desk and all backend IT Processes?
Define, Measure, Achieve. Repeat28
The Service Desk’s Value Proposition
Service Desk Value Proposition
Economic Impact
Organizational Impact
Impact on other IT
Processes
Face of IT
Define, Measure, Achieve. Repeat29
Face of IT
1. IT is important
2. The Service Desk is the face of IT
3. Have you identified your stakeholder groups
4. How do you show whether your stakeholder groups are satisfied (think what you do is important)
Define, Measure, Achieve. Repeat30
The Little Picture
Define, Measure, Achieve. Repeat31
Continuous Service Improvement
Part of the big picture…
Define, Measure, Achieve. Repeat32
6. How do we keep the momentum
going?
5. Did we get there?
Business vision, mission, goals and
objectives
Baseline assessments
Measurable targets
Service & process Improvement
Measurements & metrics
ITIL V3 CSI – “Continual Service Improvement” book
6-Step – Continual Service Improvement Model
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
32
Challenges in demonstrating value to the business…
Define, Measure, Achieve. Repeat33
Three Steps that YOU can do NOW to Earn Respect
Define, Measure, Achieve. Repeat34
What is a Process Maturity Assessment
Compare actual practices and processes in operations to a set of performance standards
Standardized scoring system to allow you to objectively identify strengths and areas for improvement
Define, Measure, Achieve. Repeat35
Process Maturity Measures
Management Vision and
Support
Organization
Practice Design
Practice Execution
Practice Integration
Reporting and Continual Improvement
How does scoring work with assessments?
Define, Measure, Achieve. Repeat37
Level 0 – The practice does not exist
Level 1- Pockets of the Practice are being done (Ad Hoc)
Level 2 – Know what you don’t know. Management want to improve performance
Level 3 – Practice is owned, documented, repeatable and consistent across many departments
Level 4 – Practice integrates well with other practices, strong collaboration, performance reviews
Level 5 – Surpassing customer expectations, Peer benchmarking, external quality awards and standards
Output
Define, Measure, Achieve. Repeat38
Pop Quiz/Discussion Time
Define, Measure, Achieve. Repeat39
Maturity…
Who has gone through a formal assessment process for any IT Service Delivery Practice?
– Consulting based
– Self Assessed
Why did you do it?
What is YOUR score?
Did you/Do you know what it means
What did you do?
Why?
Are you reassessing?
Define, Measure, Achieve. Repeat40
Three Steps to Respect
Define, Measure, Achieve. Repeat41
Define, Measure, Achieve. Repeat42
Group Discussion
How many people here survey?
Why do (don’t) you survey?
Annual vs. Transactional (or Both)?
What do you want to know?
Why?
What do you do with the information?
Who do you share the results with?
Define, Measure, Achieve. Repeat43
Assessing Satisfaction
Identify who your stakeholder groups are
– Customers
– Consumers
– IT
– Executives (IT & Business)
Build a decision matrix
– Don’t just assess satisfaction, ask about importance
– Get stakeholders to drive IT focus for improvement
Define, Measure, Achieve. Repeat44
Possible Survey Outputs...
Define, Measure, Achieve. Repeat45
Three Steps to Respect
Define, Measure, Achieve. Repeat46
Measurement Discussion
Does you role involve measurement?
Why do you measure?
What do you measure?
Who consumes what you measure?
What do you do with the information?
Define, Measure, Achieve. Repeat47
How you move from Data to Wisdom
Fulsome Process
Define, Measure, Achieve. Repeat48
Service Support Inputs
What information should the help desk collect?
Define, Measure, Achieve. Repeat49
82%
18%
Incident Types (Feb ‘10)
Break-Fix Service Request
Report Example #1
Define, Measure, Achieve. Repeat
• Too few categories for incident type
• No insight into what types of requests, or what types of interruptions are occurring
Problem
• Apply a 2-tiered incident type categorization
Solution
50
Incident Type
What does the customer want/need?
Define, Measure, Achieve. Repeat51
05
101520253035404550
Incidents Meeting SLA (Jan '10)
Report Example #2
• Flat categorization
• Too many categories at the same level and many similarcategories
• Difficult to compare like-components
Problem
• Establish more levels to the category model, or roll-up categories
Solution
Define, Measure, Achieve. Repeat52
Application Software
Network
Hardware
Appliance
Server
Mainframe
Intel Compatible
VirtualNetwork
PC
Handheld
Document
Data
Facility
Process
Support Software
O/S
Application Platform
Web Server
Middleware
Message Broker
EAI
Telecom Software
App ServerBackup AgentPolicy
(Standard)
Not Production Environment
Component Categorization
Define, Measure, Achieve. Repeat53
Level 1
Level 2
Level 3
Etc.
Spe
cial
izat
ion
010203040506070
6.0
64.0
12.03.0 4.0 1.0
23.0
5.0
34.0
4.0
Incident Count (Dec '09)
Symptoms Report Example #3
• Inconsistent categorization
• Mix of type, service, component categorization
• Impossible to make sound business decisions
Problem
• Separate classifications and categories
Solution
Define, Measure, Achieve. Repeat54
Service Categorization
IT Service(Provider Service)
IT Business Service(End-to-End Service)
End-to-End Service
Network DesktopActive
DirectoryApplication Etc.
Define, Measure, Achieve. Repeat55
IT Service(Provider Service)
IT Business Service(End-to-End Service)
Personal Productivity
Network Desktop VoiceFile and
PrintActive
Directory.
IT Service(Provider Service)
IT Business Service(End-to-End Service)
Payroll Automation
Network DesktopActive
DirectoryPayroll
ApplicationPayroll Hosting
Common Provider Services
Customer Knows This…
Service Categorization – Provider Service Determined After Initial Diagnosis
IT Service(Provider Service)
IT Business Service(End-to-End Service)
End-to-End Service
Network DesktopActive
DirectoryApplication Etc.
Define, Measure, Achieve. Repeat56
IT Service(Provider Service)
IT Business Service(End-to-End Service)
Personal Productivity
Network Desktop VoiceFile and
PrintActive
Directory.
IT Service(Provider Service)
IT Business Service(End-to-End Service)
Payroll Automation
Network DesktopActive
DirectoryPayroll
ApplicationPayroll Hosting
Correct Classification + Consistency = Business Value
Support Model Value
Define, Measure, Achieve. Repeat57
Reporting Types
Define, Measure, Achieve. Repeat58
Measurement
1. The Service Desk needs to transition measurement to make it relevant to non-IT Stakeholders
2. Report for a minimum of three stakeholder groups
3. Embrace CSI and communicate to both business and IT stakeholders
Define, Measure, Achieve. Repeat59
What to look for in a dashboard?
Define, Measure, Achieve. Repeat60
Ensure indicators follow SMART model
– Specific
– Measureable
– Achievable
– Relevant
– Time-Based
Trending
Hide/Show groupings of indicators
What to look for in a dashboard?
Define, Measure, Achieve. Repeat61
Ensure indicators follow SMART model
– Specific
– Measureable
– Achievable
– Relevant
– Time-Based
Trending
Hide/Show groupings of indicators
First Call Resolution: A Catalyst for Service Improvement?
First Call Resolution
• This is partly a story about FCR, how it can be used to advance service improvement. Ultimately this is a fable around measurement...
A Stimulus for Service Improvement.
Define, Measure, Achieve. Repeat63
What is FCR?
Powerful measure or KPI that provides insight into Service Desk performance and consumer satisfaction
• Classic Qualitative KPI
• Service Desk training/resourcing
• Support Model Planning and Execution
• IT Consumer Satisfaction correlation
• Efficiency of other IT Practices/Processes
What is FCR specifically in your organization?
• FCR means different things depending on who you ask...
Define, Measure, Achieve. Repeat64
What does FCR mean in your Organization?
• FCR is achieved when a resolution is provided at first contact with the Service Desk?
• FCR is achieved when a resolution is provided without the Service Desk escalating the call to 2nd Line Support?
• FCR is achieved when we provide the customer with a workaround but don’t close the problem?
• FCR is achieved when we provide the customer with a workaround after they submit a request electronically?
Define, Measure, Achieve. Repeat65
Answer
• The answer depends on what your goal of measurement is.
IT Consumer Satisfaction
Service Desk training
Support Model Maturity
Ask an accountant what 2+2 is and you get the answer ‘ what do you want it to be...
Define, Measure, Achieve. Repeat66
Why does FCR Matter?
• When does FCR matter?
When IT consumers can’t get their jobs done
When customer perception on the service desk matters
When team morale matters and we want to reduce service desk turnover
Define, Measure, Achieve. Repeat67
Why does FCR Matter?
• When does FCR matter?
When IT consumers can’t get their jobs done
When customer perception on the service desk matters
When team morale matters and we want to reduce service desk turnover
Basically FCR matters.
Define, Measure, Achieve. Repeat68
Setting ourselves up for...
We have to be careful what we measure...
Define, Measure, Achieve. Repeat69
Setting ourselves up for...
We have to be careful what we measure...
Define, Measure, Achieve. Repeat70
Making FCR work...
What are the considerations that make FCR
achievable?
How do we improve what we are doing today?
Understand Existing
Measurement Challenges?
Define, Measure, Achieve. Repeat71
Making FCR work...
KPI’s
• Overall FCR rate
• FCR Designed rate
Improve
• Baseline current performance
• Understand the ‘why’ behind the KPI(s)
Fix
• Inconsistent data capture on service desk
• Definition as to what FCR is
• All FCRS’ are not equally
Define, Measure, Achieve. Repeat72
Overall FCR Rate
Define, Measure, Achieve. Repeat73
Overall FCR Rate
Define, Measure, Achieve. Repeat74
The ‘why’ behind FCR
Define, Measure, Achieve. Repeat75
The ‘why’ behind FCR
Define, Measure, Achieve. Repeat76
Making FCR work...
KPI’s
• Overall FCR rate
• FCR Designed rate
Improve
• Baseline current performance
• Understand the ‘why’ behind the KPI(s)
Fix
• Inconsistent data capture on service desk
• Definition as to what FCR is
• All FCRS’ are not equally
Define, Measure, Achieve. Repeat77
Micro CSI Workshop – Actions to Earn Respect
HDI MotownJanuary 14th, 2010
Continuous Service Improvement (Reprised)
Define, Measure, Achieve. Repeat79
6. How do we keep the momentum
going?
5. Did we get there?
Business vision, mission, goals and
objectives
Baseline assessments
Measurable targets
Service & process Improvement
Measurements & metrics
ITIL V3 CSI – “Continual Service Improvement” book
6-Step – Continual Service Improvement Model
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
79
The Next Generation of Service Reporting
One Measure to Rule Them All!
Define, Measure, Achieve. Repeat80
The Next Generation of Service Reporting
One Measure to Rule Them All!
Define, Measure, Achieve. Repeat81
The Next Generation of Service Reporting
One Measure to Rule Them All!
Define, Measure, Achieve. Repeat82
The Measurement Dictionary…
Define, Measure, Achieve. Repeat83
Tactical Tree
Define, Measure, Achieve. Repeat84
Master Action Plan
Define, Measure, Achieve. Repeat85
Time for a Wrap Up
Define, Measure, Achieve. Repeat86
Summary
The Economic Big Picture is going to drive change in how Service Desks are resourced and staffed making it increasingly difficult to get respect
Understand that for many organizations IT will be out of the building business
CSI is your best friend, as it focuses your activities on value generation
Baseline your performance and share good and bad news
Get your measurement house in order –less is more
High Performance is a combination of Process, Stakeholder Satisfaction, and Service Desk Performance working in unison
Proven Practices (i.e. ITIL, MOPS, COBIT etc…) adoption are also your friend
Start small and demonstrate success
Learn to embrace change and lead the charge
Have fun
Define, Measure, Achieve. Repeat87
Take Action Today…
Two things for free and one for some coin…
1. Do a Maturity Assessment for a single practice and get your score…
2. Not ready for a customer assessment, how about an IT satisfaction assessment…
3. Get measurement clarity on your existing service desk data
Fill out a ballot and you will be entered to win an Apple iPad and will receive a complementary log into ITSM Coach with the ability to conduct a maturity
assessment and customer satisfaction survey.
Define, Measure, Achieve. Repeat88
Q & AAny questions?
Questions & Answers
Define, Measure, Achieve. Repeat89
Thank you!
Charles [email protected]
ThinkITSMwww.thinkitsm.com
Contact
5405 Eglinton Ave. WestSuite 201Toronto, OntarioM9C 5K6Canada
Toll-Free: 1.866.HUG.ITSM (484.4874)Fax: 1.647.259.0695Email: [email protected]
Define, Measure, Achieve. Repeat90