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MetricNet's Service Desk Balanced Scorecard

Learn why it's important to establish a single, overall measure of performance for your Service Desk and see how easy it is to begin tracking and trending performance with MetricNet's NEW downloadable Scorecard tool!
Recorded Apr 7 2020 12 mins
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Presented by
Jeff Rumburg, Managing Partner at MetricNet
Presentation preview: MetricNet's Service Desk Balanced Scorecard

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  • Hacking ITIL Knowledge Management Dec 10 2020 7:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort.

    In a benchmark that MetricNet performed for one of the largest tech companies in the world, it was discovered that this organization had more than 5,000 knowledge articles, but many of the articles were out of date, and the knowledge base was rarely used. Within a year, the service desk at this tech company had updated almost 300 knowledge articles that accounted for more than two thirds of all tickets.

    Attendees of this webcast will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of knowledge management. Additionally, attendees will learn the key success factors this organization used to measure their progress.
  • Hacking ITIL Problem Management Nov 12 2020 7:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort.

    In a benchmark that MetricNet performed for one of the largest insurance companies in the world, it was discovered that end users in this company were logging an average of 2 service desk incidents per month. That’s about double the industry average, which was concerning not only because the average cost of a ticket at level 1 was about $25, but also because every ticket represents productive time that’s lost by the user. And that’s usually the bigger cost – that is, the lost user productivity – rather than the direct cost of support.

    In this webcast, Jeff Rumburg will reveal how this this organization reached their goal of 50% reduction in total incidents – not in a year – but in less than six months! Attendees will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of problem management.
  • Metrics Roundup – Industry Benchmarks for IT Service and Support Oct 20 2020 6:00 pm UTC 60 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2020 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Metrics that Matter – The Emerging Metrics of Channel Mix Recorded: Sep 24 2020 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.

    There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.
  • Metrics that Matter – The Metrics of Shift Left Recorded: Aug 25 2020 49 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Organizations that haven't spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy.

    Recent MetricNet benchmarks show that 18% of all tickets resolved by desktop support could have been, and should have been, resolved by the Level 1 service desk. These unnecessary escalations result in hidden support costs that often go unnoticed because they are rarely tracked. Moreover, shadow IT – where employees bypass the service desk and send issues directly to technicians or managers – left unchecked can cause costs to skyrocket.

    In this webcast, we will share case study examples and key success metrics from support organizations that identified opportunities to reduce or eliminate 1) unnecessary escalations through cross-training and knowledge maturation, 2) workload drivers through self-service or automation and 3) ticket volume through ITIL Process Maturation - specifically Incident and Problem Management.
  • Metrics that Matter: Balanced Scorecard Recorded: Jul 30 2020 42 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my support organization performing? MetricNet’s research shows that establishing a single, overall performance metric for your support organization is critical. We call this metric the balanced score because it truly does communicate a balanced picture of performance.

    The balanced scorecard is a mechanism that aggregates the most important metrics—all those we have covered in our Metrics that Matter series—into a single, all-inclusive measure of performance. The value of this metric, when tracked over time, is that lets you determine whether overall performance is improving or getting worse. Moreover, it provides a useful benchmark for comparing your performance against other support organizations.

    Learn how to construct a balanced scorecard in this new MetricNet webcast! Additionally, all attendees will receive a complimentary scorecard template from MetricNet.
  • Metrics that Matter: Agent Job Satisfaction Recorded: Jun 23 2020 32 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It turns out that the adage “happy agent equals happy customer” is not just a cliché; it can be demonstrated empirically!

    As a 30-year veteran of this industry, I have seen support organizations struggle more often than not with poor morale and low job satisfaction. The good news is that both of these factors are controllable. By managing agent job satisfaction, you are simultaneously driving higher levels of agent engagement. Some of the primary levers you have for driving job satisfaction, and hence agent engagement, include training, coaching, and career pathing. Additionally, psychometric testing and agent scorecards are two underutilized tools that can have a significant positive impact on agent engagement in the workplace. Finally, compensation levels that are well above the market minimum not only produce higher levels of job satisfaction, but they also create economic benefits for the contact center that far outweigh the cost of higher salaries.

    Learn how to capture and calculate agent job satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal the primary levers support organizations have for driving job satisfaction, demonstrate the strong correlation job satisfaction has with other key metrics, and share benchmarking ranges for a representative cross-section of North American support organizations.
  • Ask the Expert! Live Metrics Q&A! Recorded: Jun 16 2020 60 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the webcast for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this webcast will help you better leverage your metrics to drive strategic value for the business.
  • Metrics that Matter: Customer Satisfaction Recorded: May 28 2020 24 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two. With no restraints on spending, it is relatively easy for a support organization to “spend its way” to high customer satisfaction. Conversely, if customer satisfaction is not an issue, a support organization can reduce its costs almost indefinitely.

    Every support organization should be tracking customer satisfaction on an ongoing basis because it is a measure of how effectively a support organization conducts its business. Moreover, every support manager should be regularly asking: If customer satisfaction is one of the "foundation metrics", how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?

    Learn how to capture and calculate customer satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will discuss the tradeoff between cost and quality, and share the key drivers of customer satisfaction along with benchmarking ranges for a representative cross-section of North American support organizations.
  • ATTENTION - THIS WEBCAST HAS MOVED Recorded: May 28 2020 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Due to a BrightTALK technical issue, this webcast has been moved to a new link. Please copy and paste this into your browser, or click the link in the attachments section: https://www.brighttalk.com/webcast/12683/414845?utm_source=MetricNet
  • Using Shift-Left to Drive Service Desk Efficiency Recorded: May 18 2020 10 mins
    Jeff Rumburg, Managing Partner at MetricNet
    SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost of ownership (TCO).
  • Remote Contact Center Agents: The Kinecta Success Story Recorded: May 14 2020 35 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Everyone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master, and Tonya Haynes, the Director of Kinecta Federal Credit Union's Member Contact Center and one of the industry’s most passionate Contact Center leaders! In this webcast, we’ll focus on the Kinecta success story. Attendees will learn how transitioning to a work at home model improved schedule adherence, reduced absenteeism, and led to near perfect service levels despite a dramatic increase in contact volume! Additionally, Tonya will share her experience managing a blended team of veteran agents, new hires, and branch staff that have never once stepped foot in the contact center. Fast-paced and packed with valuable insight, this webcast will help you better measure and manage your remote contact center agents more effectively and offer compelling proof of concept for the viability of work at home agents.
  • MetricNet Contact Center Agent Engagement Scorecard Demo Recorded: May 12 2020 10 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Contact Center Agent Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify.

    MetricNet has devised the Contact Center Agent Engagement Scorecard to solve this dilemma!
  • MetricNet Service Desk Analyst Engagement Scorecard Demo Recorded: May 12 2020 12 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Service Desk Analyst Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify.

    MetricNet has devised the Service Desk Analyst Engagement Scorecard to solve this dilemma!
  • Metrics that Matter: First Contact Resolution Recorded: Apr 30 2020 46 mins
    Jeff Rumburg, Managing Partner at MetricNet
    First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.

    Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools.

    Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.
  • Ask the Expert! Live Metrics Q&A! Recorded: Apr 28 2020 62 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the webcast for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this webcast will help you better leverage your metrics to drive strategic value for the business.

    Your Host and Metrics Expert: Jeff Rumburg, MetricNet CEO
    Your Q&A Moderator: Angela Irizarry, MetricNet President
  • Rightsizing Desktop Support and Field Services | Staffing Ratios Recorded: Apr 27 2020 15 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Many desktop support and field services managers struggle to answer one critical question – Are we staffed appropriately?

    In fact, MetricNet has found that most desktop support and field services groups are either under-staffed or over-staffed - each comes with its own set of problems.

    Additionally, most organizations wrongly assume that headcount should be based upon the number of users supported.

    However, MetricNet’s research has proven that staffing should be based upon the workload generated by the user population and not on the number of users supported.

    So, how do we ensure desktop support and field services are right-sized?

    And, how do we present and defend our headcount to key stakeholders in the organization?

    To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of headcount!

    This downloadable tool takes a few basic pieces of information about your team and generates an easy to understand report that you can share with key stakeholders.

    Used as a reality check or a planning tool, MetricNet’s headcount calculator provides a simple way to plan and forecast headcount for desktop support and field services.
  • MetricNet's Contact Center Balanced Scorecard Recorded: Apr 8 2020 14 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Learn why it's important to establish a single, overall measure of performance for your Contact Center and see how easy it is to begin tracking and trending performance with MetricNet's NEW downloadable Scorecard tool!
  • MetricNet's Service Desk Balanced Scorecard Recorded: Apr 7 2020 12 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Learn why it's important to establish a single, overall measure of performance for your Service Desk and see how easy it is to begin tracking and trending performance with MetricNet's NEW downloadable Scorecard tool!
  • Calculating Service Desk ROI Recorded: Mar 25 2020 23 mins
    Jeff Rumburg, Managing Partner at MetricNet
    The importance of measuring Service Desk ROI and a full demo of MetricNet's Service Desk ROI Calculator
Global Leader in IT Service and Support Benchmarking
MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.

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  • Live at: Apr 7 2020 11:00 am
  • Presented by: Jeff Rumburg, Managing Partner at MetricNet
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