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Best Practices in Desktop Support was delivered March 11, 2014 to a live audience! Jeff Rumburg, Managing Partner at MetricNet, shared key success factors from the industry’s top performing Desktop Support organizations!

Did you miss it? Here are some highlights:

Intro | Then and Now – The Evolution of Desktop Support

-In 1988, the North American Average Cost per Ticket was $29. Last year, it was $62.

-In 1988, the North American Average Incidents Resolved on First Contact was 74%. Last year, it was 68%.

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Quotable | The more technology you put at the disposal of a knowledge worker, the more likely will be the need for Technical Support.

Best Practice | World-Class Desktop Support organizations recognize and exploit three unique sources of leverage: Minimizing TCO, Improving End-User Productivity and Driving a Positive View of Corporate IT.

Poll | Approximately 33% of those who attended this webcast consider their Desktop Support organization World-Class. Do you?

Best Practice | World-Class Support organizations follow a common pattern when it comes to performance measurement and management.

Resource | Download our whitepaper: “The Economic Impact of Support What’s Your Value Proposition?” to learn how to transform IT service and support from a tactical cost center, into a strategic source of value creation for the enterprise.

Audience Comment | My organization has benefited tremendously through these webinars. Thanks for making these value sessions available.

Quotable | Bad news spreads far and wide, but good news doesn’t go anywhere.

Poll | Only 15% of those who attended this webcast have benchmarked their Desktop Support Function within the past year. Have you?

Stat | The average Mean Time To Resolve (MTTR) Incidents for US In-house Desktop Support is 8 hours. Tweet this stat.

Best Practice | World-Class Support organizations are very proactive about getting the message out internally to the organization.

Case Study | A MetricNet Peer Group Benchmark identified that our case study organization was overstaffed. By downsizing through turnover attrition, they were able to increase Technician Utilization from 46% to 60% which also drove costs down to well below the peer group average.

Q & A | Q: To increase value to the business, do you see desktop teams doing more Business Enablement activities like running productivity teams that educate or focus on returning end user feedback back to IT to drive improvements? A: While we haven’t seen a lot of that, it’s certainly something that can be beneficial to the rest of IT. After all, both Desktop Support and the Service Desk have more contact with end-users than just about any other part of Information Technology. For those organizations that do have a closed feedback loop (meaning that they take insight and suggestions from end users and they feed those back up the IT value chain to the rest of IT) it’s a smart thing to do, but not that many organizations are doing it right now.

Q & A | Q: Could you give examples of the details with the avg incident work time. Does this reflect such things as replacement of internal parts of laptops? Malware cleaning? Computer re-imaging? A: Computer re-imaging and replacement of internal parts would typically be a service request as opposed to an incident. Malware cleaning would probably be an incident. In terms of average work time, the data that was presented on slide 57 is a good place to start if you’re just looking for averages. The min to max range varies pretty dramatically so, to ensure a fair comparison, it’s recommended that you benchmark your organization to a comparable peer group.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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 well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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