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SESSION 309 Wednesday, November 2, 3:00 PM - 4:00 PM Track: The Strategist C-Level Success and the Secret Weapon of Service and Support Jeff Rumburg Managing Partner,MetricNet, LLC [email protected] Session Description Most IT executives are only vaguely aware of the crucial role that service and support can play in their management and career success, but a growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team. The credibility and goodwill bestowed upon IT executives by highly satisfied customers represents a form of capital that empowers leadership to achieve its goals. For many IT executives, this direct linkage between IT support and career success is an opportunity just waiting to be exploited. (Experience Level: Advanced) Speaker Background Jeff Rumburg, winner of the 2014 Ron Muns Lifetime Achievement Award, is cofounder and managing partner of MetricNet, where he is responsible for global strategy, product development, and client fulfillment. Jeff authored a best-selling book on benchmarking, has been retained as an IT service and support expert by more than half of the Fortune 500 companies, and has served on the HDI Strategic Advisory Board.

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Page 1: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

SESSION 309 Wednesday, November 2, 3:00 PM - 4:00 PM

Track: The Strategist

C-Level Success and the Secret Weapon of Service and Support

Jeff Rumburg Managing Partner,MetricNet, LLC [email protected]

Session Description

Most IT executives are only vaguely aware of the crucial role that service and support can play in their management and career success, but a growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team. The credibility and goodwill bestowed upon IT executives by highly satisfied customers represents a form of capital that empowers leadership to achieve its goals. For many IT executives, this direct linkage between IT support and career success is an opportunity just waiting to be exploited. (Experience Level: Advanced)

Speaker Background Jeff Rumburg, winner of the 2014 Ron Muns Lifetime Achievement Award, is cofounder and managing partner of MetricNet, where he is responsible for global strategy, product development, and client fulfillment. Jeff authored a best-selling book on benchmarking, has been retained as an IT service and support expert by more than half of the Fortune 500 companies, and has served on the HDI Strategic Advisory Board.

Page 2: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Session 309 C-Level Success, and the Secret Weapon of

Service and SupportJeff Rumburg

Managing Partner

MetricNet, LLC

28 Years of Service and Support Benchmarking Data

More than 3,700 Service

and Support Benchmarks

Global Database

50+ Key Performance Indicators

Nearly 120 Industry Best Practices

Page 3: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Unlocking Hidden Value

1. IT Support Should Have a Positive ROI

2. Perception Matters as Much as Performance

3. Lead on Enterprise Service Desk!

4. Your Success as a Leader Depends Upon

the Success of Service and Support

The Paradox of IT Support

Less than 5% of all IT spending is

allocated to end-user support

Service desk, desktop support, field

support

This leads many to erroneously assume

that there is little upside opportunity in

IT support

The result is that most support

organizations are managed with the

goal of minimizing costs

But the most effective support

strategies focus on maximizing valueCorporate IT Spending Breakdown

4%

96%: Non support functions

End-User Support

Application

Development

Application

Maintenance

Network

Operations

Mainframe and

midrange Computing

Desktop Computing

Contract Services

(e.g., disaster

recovery)

Page 4: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

The Value Center vs. Cost Center Paradigm

Responsible for cost control

Not responsible for…

Revenue generation

Profits

Investment decisions

Cost Center Value CenterVS.

Creates value

Demonstrates value

Cost savings

Cost Benefit Analysis

ROI Analysis

The vast majority of service and support organizations operate as cost centers

They are expected to control costs, but are not expected to make any explicit financial contribution to the enterprise

The focus in a cost center is on minimizing costs

The focus in a Value Center is on maximizing value!

The industry megatrend now is on creating and demonstrating economic value

Exploit Value

Metrics Focused

Proactive

Marketing

Service and Support as a Business

Page 5: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Shift Left Reduces Total Cost of Ownership

Contact Deflection into Lower Cost Channels

Co

st p

er T

icke

t

Page 6: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Quality of Support Drives End-User Productivity

1 (top) 2 3 4 (bottom)

Customer Satisfaction 93.5% 84.5% 76.1% 69.3%

First Contact Resolution Rate 90.1% 83.0% 72.7% 66.4%

Mean Time to Resolve (hours) 0.8 1.2 3.6 5.0

Customer Satisfaction 94.4% 89.2% 79.0% 71.7%

First Contact Resolution Rate 89.3% 85.6% 80.9% 74.5%

Mean Time to Resolve (hours) 2.9 4.8 9.4 12.3

Service Desk

Desktop Support

Performance QuartileSupport Function Key Performance Indicator

37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9

Performance Quartile n = 60

10

ROI Calculation Proves Economic Value

ROI =Return

Investment=

Savings

Spending

ROI is a simple ratio

It requires quantification of Return (Savings), and Investment (Spending)

It is measured over a one-year timeframe (One Year ROI is implied in the metric)

It is one of the most widely used and accepted financial metrics

It can be used prospectively, as part of a Business Case Analysis

…Or retrospectively to evaluate the past business success

Page 7: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Unlocking Hidden Value

1. IT Support Should Have a Positive ROI

2. Perception Matters as Much as Performance

3. Lead on Enterprise Service Desk!

4. Your Success as a Leader Depends Upon

the Success of Service and Support

Message Management in IT Support

We’ve all heard the expression…

“Expectations Not Set…are Expectations Not Met!

So, let’s get serious about proactively managing expectations!

Page 8: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Perception vs. Reality in IT Support

LOWER COST HIGHERACTUAL VALUE

PER

CEI

VED

VA

LUE

HIGHER

LOWER

Perceived Value > Actual Value

Perceived Value < Actual Value

Perception Is Almost Always Worse Than the Reality

LOWER COST HIGHERACTUAL VALUE

PER

CEI

VED

VA

LUE

HIGHER

LOWER

Perceived Value > Actual Value

Perceived Value < Actual Value

A Common (but Dangerous) Operating

Position

Page 9: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Brand Management in IT Support

LOWER COST HIGHERACTUAL VALUE

PER

CEI

VED

VA

LUE

HIGHER

LOWER

Perceived Value > Actual Value

Perceived Value < Actual Value

#1 Operational Effectiveness

#2 B

ran

d

Man

age

me

nt

Closing the Perception Gap

LOWER COST HIGHERACTUAL VALUE

PER

CEI

VED

VA

LUE

HIGHER

LOWER

Perceived Value > Actual Value

Perceived Value < Actual Value

Closing the Perception Gap

Where you Should Be

Where you Are

Page 10: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Brand Management: The Five W’s

1. Who – Who are the Key Stakeholder Groups?

2. What – What are the Key Messages?

3. When – When are You Going to Communicate Them?

4. Where/How – Where/How do You Reach the

Stakeholders?

5. Why – Why are We Doing This?

Key Success Factors in Marketing IT Support

Messages

Timing

Frequent Contact New employee orientation

At session log-in

During training

During the incident

At scheduled sessions

Messages

Multiple Messages Services

Major initiatives

Performance Levels

FAQ’s

Success Stories

Channels

Use All Available

Log-in messages

Newsletters

Reference Guides

Asset tags

Surveys

User Liaisons

Tim

ing

Page 11: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

NewslettersBrown Bag

SessionsLeave Behinds

Business Unit

Liaisons

Surveys Log-in Screens Webcasts FAQ Site

The Most Common Communication Vehicles

Messaging Summary

Managing the gap between perception and reality is fairly

straightforward It doesn’t take a lot of time, or cost a lot of money

But it is critically important The success of your support organization depends as much on your image, as it does on your

actual performance!

The Benefits of effective Internal Marketing include: The Opportunity to convey your value proposition!

Customer loyalty and positive word-of-mouth referrals

Credibility, which leverages your ability to Get Things Done!

A Positive Image for IT overall

High levels of Customer Satisfaction

Page 12: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Unlocking Hidden Value

1. IT Support Should Have a Positive ROI

2. Perception Matters as Much as Performance

3. Lead on Enterprise Service Desk!

4. Your Success as a Leader Depends Upon

the Success of Service and Support

The Enterprise Service Desk is Already Here!

.Facilities & Property

Credit

IT Support

Regulatory Support

Safety, Health and Environment

Human Resources

Fragmented Service and Support

Enterprise Service Desk

Key Benefits of Enterprise Service Desk

1. One-Stop-Shop for internal and external customers

2. Shared Infrastructure Improves Customer Satisfaction and Efficiency

3. Company-Wide Productivity Improves

4. Improved Visibility into Value and ROI of company services

5. Better and More Effective Communication and Collaboration

6. Standardized Processes, Procedures and Technology Improves Maturity, Knowledge Management and Self-

Service

7. Potential for Cross Training Improves Workload Management

8. Mature performance Diagnostics provide a Clear Roadmap for Competitive Excellence and Continual Service

Improvement

Page 13: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Process Maturity

Managerial Effectiveness

Effective Training

Proven Best Practices

Customer Loyalty

Standardized Reporting

IT

IT

IT

IT

IT

ITIT

IT

Cost Reduction Strategies

Enterprise Service Desk Adopts and Adapts IT Best Practices

Proven ROI

Then

• Internal Ticketing

• Voice Support

• Internal High Level Reporting

• Internal Knowledge

Now

• Front End Ticket Tracking

• Social, Mobile and Chat Support

• Robust Reporting

• Proactive Business Intelligence

• Intelligent Knowledge Management & Self Service

• Visible Value and ROI

• Standardized for the Enterprise

Evolution of ITSM Tools to Support Enterprise Services

Page 14: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Critical Disciplines for Effective Enterprise Services

More Tactical More Strategic

Contact Deflection into Lower Cost Channels

Workforce Management

Automated Reporting Knowledge Management

Chat Web Self-Help / Self Service

Sales at the Point of Service

Unlocking Hidden Value

1. IT Support Should Have a Positive ROI

2. Perception Matters as Much as Performance

3. Lead on Enterprise Service Desk!

4. Your Success as a Leader Depends Upon

the Success of Service and Support

Page 15: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

n = 1,044

Global large cap companies

Survey type: multiple choice

3 responses allowed per survey

84% cited the service desk as a very important factor in their overall satisfaction with corporate IT

47% cited desktop support as a very important factor in their overall satisfaction with corporate IT

Support Drives Customer Satisfaction for All of IT

A Call to Action!

Read the monthly

performance reports produced

by IT support

Spend an hour each month

meeting personally with

your support team

Establish performance

goals for support based upon

industry benchmarks

Define and track an ROI metric for

IT support

Develop and implement a

promotional plan for IT support

Page 16: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Exploit the Opportunity!

Unlocking Hidden Value

1. IT Support Should Have a Positive ROI

2. Perception Matters as Much as Performance

3. Lead on Enterprise Service Desk!

4. Your Success as a Leader Depends Upon

the Success of Service and Support

Page 17: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Thank you for attending this session.

Please don’t forget to complete an evaluation for this session!

Evaluation forms can be completed electronically on the

FUSION 16 Conference App.

Jeff Rumburg

Managing Partner

MetricNet, LLC

Questions?

Page 18: C-Level Success, and the Secret Weapon of Service and Supportprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session 309 … · C-Level Success and the Secret Weapon of Service

Jeff Rumburg

Managing Partner

MetricNet, LLC

Thank You!