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Optimizing Your Help Desk:
Summary Document
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Executive Summary
What type of help desk is optimal for your organization?
Help Desk Maturity
Help Desk Maturity
To optimize your help desk, you should understand
both your current and your optimal state in the help
Optimize
Optimize desk maturity model.
Proactive
Proactive
Controlled As you approach your optimal state, costs per user
Controlled decrease while performance metrics and end user
feedback increase.
Reactive
Reactive
Chaos
Chaos
This report will assist you in the optimization of your help desk by:
1. Identifying improvements that increase end user satisfaction and perception.
2. Demonstrating how to simplify the help desk and improve efficiency metrics.
3. Reducing the help desk annual cost and tickets per user.
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Executive Summary
There is always room for cost savings
Average Measurable Savings
Automated Password Reset 25% of tickets
Power Users 20% of tickets
End User Training 10% of tickets
ITIL 10% total cost of ownership
End User Self Help 8% of cost
Remote Desktop Assistant 25% productivity
Knowledge Management 25% tier 1 resolution
Asset Management 10% productivity
Most companies miss out on valuable cost saving opportunities.
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What is help desk success?
Defining your help desk and success
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Help Desk Success
Success of the help desk is defined by two inputs
End User
Satisfaction SUCCESS:
Alignment of IT
+ services with
business
requirements
Help Desk
Efficiency
Please see full report for
details on measuring success
A successful help desk delivers its services in a timely and cost effective manner using the right
people, processes, and technology.
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How mature is your help desk?
Understanding the Maturity Model
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Help Desk Maturity
Explaining the Help Desk Maturity continuum
To understand your help desk you need to understand it in terms of Help Desk Maturity. Help Desk
Maturity is based on effective use of people, processes and tools.
Although the measure of Help Desk Maturity is truly a continuum, we have identified five discrete levels
by aggregating common elements that occur around each level.
Maturity Distribution of Respondents
5. Optimized 1. Chaos
7% 3%
4. Proactive
End Feedback 22%
IT Efficiency 42% 2. Reactive
26%
3. Controlled
Chaos Reactive Controlled Proactive Optimized
Please see full report for
details behind the Maturity
Model
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Help Desk Maturity Levels
Identifying the levels of maturity
This table maps Help Desk Maturity to the equivalent level in the Capability Maturity Model Integration
(CMMI). CMMI can be used to measure maturity of IT process. Process is only one aspect of our Help
Desk Maturity model (people, processes and tools). 13% 23%
Help Desk Maturity Levels CMMI Levels
31%
1. Chaos No formal help desk. IT problems are 33%
Level 1: Process has few, if any, formal definitions
dealt with on an ad-hoc basis. and performed on an ad-hoc basis.
2. Reactive Help desk staff and tools are identified, Level 2: Process is defined, executed and
process is defined for tracking and repeatable.
escalating incidents.
3. Controlled Help desk processes are clearly defined. Level 3: Processes objectives are aligned with
Tools are introduced for basic self business goals and are defined with greater detail.
service and knowledge management. Process results are qualitatively predictable.
4. Proactive Help desk performance expectations are Level 4: Quantitative goals are clearly set and
quantitatively set and measured against. measured. Process results are quantitatively
Additional tools and processes are predictable.
introduced to alleviate help desk calls.
5. Optimized Frameworks are introduced to optimize Level 5: There is a focus on continually improving
help desk costs, metrics and end user process performance. Common causes of process
satisfaction. performance variation are identified and addressed.
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Where do you fit in the Maturity
Model?
Identifying the appropriate maturity level for
your organization
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Help Desk Maturity Characteristics
Factors influencing appropriate maturity level
The recommended attributes for each maturity level are determined from a cost-benefit analysis.
Organizations whose recommended maturity state is below the Optimized level, could achieve a
higher level but typically, in doing so, the costs will outweigh the benefits.
The recommendations for each maturity level are based on a combination of the factors below.
Size
IT Complexity
1. Simple
2. Midrange
3. Complex
User IT Knowledge
Please see full report for
details on determining your
fit.
Maturity level recommendations level off as company size increases. Small organizations may have
an optimized help desk at the lowest maturity levels.
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What Should You do to Optimize?
Creating the Plan
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Help Desk Maturity Levels
For more specific guidance
on assessing your
appropriate maturity level,
please see “Help Desk
Moving along the 5 stages of Help Desk Maturity Optimization Tool”
Once you have assessed your fit with a particular Help Desk Maturity Level, use the
following recommendations to move along the continuum.
Level 3: Level 5:
Level 1: Level 2: Level 4:
Controlle Optimize
Chaos Reactive Proactive
d d
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Help Desk Maturity Levels
The three inputs that enable help desk success
This section outlines how the
key inputs to the help desk –
People, Process, and
Technology – can be
People modified to improve the
efficiency of your help desk
and increase end user
satisfaction.
Please note that not all
organizations fit the
Help Desk “Optimized” level. Based on
your fit, another level may be
your long-term goal.
Process Technology
Please see full report for
implementation recommendations
for each level
Be sure to highlight cost savings in your business case for a help desk facelift. If you have
difficulties gaining buy-in, management is more likely to listen when an opportunity for significant
savings exists.
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Case Studies
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Case Studies
Case Study – Controlled Help Desk
“We shut the help desk
Industry Education
Company down for 1 hour every
Number of Employees 5600 Friday and it's reserved
Profile Number of IT Employees 250 for my hands on staff
meeting. We reserve 30
Number of Users Supported 5600 minutes for training, and
we also bring in guest
# of Dedicated HD Staff 11 speakers from the
Help Desk Cost as % of IT Budget 3.5% business, because it's
Metrics Total Annual Cost/User $274.00 good to hear what their
issues are and what
Total Annual Tickets/User 6.0
they do. As a result,
% of High Touch Users 5% over time, our tier 1
resolution rate has
Staff training doubled.”
Knowledge management
Improvements Initiatives
Power users
Successful
Key Advanced reporting Doubled
Initiatives ITIL (incident management only) Tier 1
Full ITIL integration Resolutio
Key Improvements Going n Rate
End user self help
Forward
Service level agreement
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