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What if you could instantly see every aspect of your service desk operation at a glance? - What if you knew exactly where the bottlenecks were, down to the exact days of the week and types of services? - What if you could assess your sales pipeline the same way and fine tune your sales performance at the staff and opportunity level? - What if you knew at a glance exactly which products, services and clients are your most profitable – and could adjust your offerings accordingly? Your data is only as good as your ability to take action, improve productivity and profitability, and demonstrate your impact to your clients. This special session will demonstrate a new suite of performance management and reporting dashboards that let you visualize your business data. See how you can instantly drill into your core metrics for the insight you need to refine and improve your service delivery, build more predictable revenue streams and increase your profitability. [Presenter: Tom Teta, Autotask]
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Tom TetaManager of Services - International
Metrics that Matter: Autotask Performance Dashboards
Tom TetaManager of Services - International
Managing International Sales Engineering and Implementation 6.5 years at Autotask with Sales Engineering and Client
Services
Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility
Introduction to Performance Dashboards
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Performance Dashboards with Analytics
with Analytics
Microsoft BI Suite
Highest Rated Familiar IT-Oriented
Performance Dashboards Demo
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Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter
Fine Tuning Metrics that Matter10 Week 10 Week Target
Trend Met Plan
Opening Balance 428 300 220 < 220
Backlog Over 30 days 108 100 96 < 110
Tickets Opened 556 599 589 < 600
Tickets Completed 534 471 509 > 400
Added to Backlog 22 128 80 < 100
% of First Response Met 99% 97% 98% > 0.9
Avg Elapsed Time to Respond 1.0 1.3 0.9 < 1.5
% of Resolution Met 83% 80% 85% > 0.8
Avg Elapsed Time to Resolve 5.7 5.2 6.1 < 6
Avg Survey Score 4.6 4.7 4.5 > 4.5
5/12/2013
This Week5/5/2013
Last Week4/28/2013
2 Wks Ago
Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data
How to Exclude Data
Our Service workbooks include all active tickets in the last 10 weeks….
You may want to exclude tickets not related to the help desk: queues of recurring tickets, ticket type of sales, etc
How to Exclude Data with Advanced Where Clause
How to Exclude Data with Advanced Where Clause
Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data
Configurable: Ways to Filter Tickets
Configuring your Trending Data
Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint
Linking to PowerPoint
10 Week 10 Week TargetTrend Met Plan
Opening Balance 428 300 220 < 220
Backlog Over 30 days 108 100 96 < 110
Tickets Opened 556 599 589 < 600
Tickets Completed 534 471 509 > 400
Added to Backlog 22 128 80 < 100
% of First Response Met 99% 97% 98% > 0.9
Avg Elapsed Time to Respond 1.0 1.3 0.9 < 1.5
% of Resolution Met 83% 80% 85% > 0.8
Avg Elapsed Time to Resolve 5.7 5.2 6.1 < 6
Avg Survey Score 4.6 4.7 4.5 > 4.5
5/12/2013
This Week5/5/2013
Last Week4/28/2013
2 Wks Ago
Agenda
Introduction to Performance Dashboards Fine Tuning Metrics that Matter How to Exclude Data Configuring Trending Data Linking to PowerPoint Mobility
Mobility
Access workbooks from your tablet Workbooks on Skydrive, Sharepoint or Office 365 are
accessible via Excel Web App
SalesService Desk
Client Facing Service Report
FinanceProjects