Guest author, Jeff Rumburg, is managing partner and co-founder of MetricNet. MetricNet is is the leading source of benchmarks, scorecards, and performance metrics for information technology and call center professionals worldwide.
Benchmarking is a well-established tool for measuring and managing service desk performance. Effective benchmarking enables you to quantify the performance of your service desk, compare your service desk to others in your industry, identify performance gaps, and define the actions necessary to close the gaps. The power of benchmarking is that it enables a service desk to save enormous amounts of time and energy by building upon the know-how of its peers, competitors and world-class companies.
Service desks that are focused exclusively on their internal operations tend to make progress at an evolutionary pace. But, benchmarking enables a service desk to bypass the traditional trial-and-error, incremental approach to improvement. It allows you to build upon the industry’s proven best practices to achieve world-class performance at a revolutionary pace.
Empirical data shows that there is a 1:1 relationship between service desks that benchmark, and service desks that are world-class. World-class service desks have four characteristics in common:
- The service desk is consistently high quality. Simply stated, customer satisfaction and call quality are in the top quartile of all service desks.
- Costs are managed at or below industry average levels. More specifically, your cost per contact should be below average, and you should be engaged in practices, including shift left strategies, that enable you to minimize Total Cost of Ownership.
- The service desk follows industry best practices. The good news is that the best practices are well defined and documented. There is no reason to reinvent the wheel; there is no reason why you should not adopt and follow industry best practices.
- Finally, world-class service desks add value on every transaction. This means that your customers have a positive experience every time they contact IT Service and Support. This, in turn, drives a positive view of IT overall.
Service desk benchmarking enables you to achieve world-class performance in the shortest possible timeframe, optimize your performance, and operate on the best-in-class performance curve. If you’re not optimized yet, there’s an opportunity through service desk benchmarking to simultaneously reduce your costs and improve the quality of service.
Given the strong correlation between service desks that benchmark their performance on a regular basis, and service desks that have achieved world-class performance, it is clear that the quickest, most effective path to world-class performance is through benchmarking.
Samanage has entered into a strategic partnership with MetricNet that combines the expertise of the two businesses to create the industry’s first truly automated service desk benchmark. Samanage Benchmark, coming in Spring 2015, will automatically collect the data needed to benchmark your service desk and provide you with real time benchmarking reports, diagnostics, and action items designed to enable your service desk to achieve world-class performance in the shortest possible timeframe.