Samanage Benchmarking: Better Service Performance Starts Here
MetricNet and Samanage take a first look at Samanage Benchmarking -- the product that will forever change how the IT service and support industry measures performance.
Speaking of co-presenter, today I am pleased and honored to be presenting this webcast with Greg Ghia from Samanage. You know that MetricNet and Samanage have entered into a strategic partnership to create Samanage Benchmarking, the industry’s first truly automated service desk benchmark. We’re excited about this product and today we’d like to give you a sneak preview of what Samanage Benchmarking can do for you.
What we found compelling about Samanage is the user interface, customer know what I am talking about. It is very easy, intuitive and as they say a beautiful experience. Samanage ITSM can be up and running day, sometimes even hours. It’s ITIL-ready without the complexity of ITIL. It’s updated in the cloud, so you don’t have to worry about that. It unifies IT service management and asset management, which allows you to connect the people, assets, and incidents. And, the customization is code-free, you can customize it from your interface.
You’re going to hear how Samanage is introducing a totally different approach to service desk continuous improvement. An approach that integrates benchmarking into the ITSM service desk platform. You’re going to see a demo. You’re going to see how real-time benchmarking fully integrated into a ITSM solution can work for you. And, you’re going to learn how this solution can offer significant economic benefits to the enterprise at large. For the first time we have automated the calculation of ROI for service and support. This is an extremely powerful tool allowing you petition for the resources that you need to deliver the best quality support for your organization.
Benchmarking involves comparing your service and support organization, with a peer group. This peer group must be selected carefully. So much of what passes for benchmarking in this industry is simply a survey. Comparing the data by itself is interesting, but you need to understand how they got to a lower cost, or higher customer satisfaction, or quick mean time to respond, you can adopt and adapt what they are doing to emulate them and achieve world-class performance. Now, given enough time any organization can achieve world-class performance, but the question is how long is it going to take you to get there? Improving incrementally through trial and error, take literally months or even years to achieve world-class performance. But benchmarking bypasses all of that. The industry’s best practices are pretty much established at this point, there’s no need to reinvent the wheel. You can build upon the industry’s best practice and achieve world-class performance, not and evolutionary but at a revolutionary pace.
What is different about Samanage Benchmarking is that it is done in real-time. The measure is automated. All of information is captured automatically from your Samanage service desk platform. It’s going to compare you to a peer group that has been preselected based on your criteria. We’re going to make sure your peer group look a lot like you. We start with automated measurement, then we compare you to a peer group form the Samanage database. Moreover, we provide a diagnostic, unless you have a diagnosis that goes along with that you don’t have much to work off of. Samanage Benchmarking gives you a diagnostic, an action plan for improvement, and the ability to optimize your performance in the shortest amount of time. Benchmarking is about realizing your potential and getting there quickly. Optimization means you achieved the perfect balance of cost and quality that is possible within your organization.
The goal of benchmarking is to help service and support organizations do things better, faster, and cheaper. Those are the three dimensions of competition – better refers to quality, faster refers to cycle time, and cheaper refers to cost. If you look at any strategy in any industry worldwide, companies tend to compete on quality, speed, or cost, or some combination of those three variables. What benchmarking is designed to do is take your service and support organization and help you migrate as quickly as possible to that optimized stage, to that better, faster, cheaper operating position.
There is a correlation between cost and quality. Now that’s not a surprise,t hat happens with just about anything. This correlation is not new to anybody. Typically cost is what drives customer satisfaction, cost is the independent variable with customer satisfaction being the dependent variable because most organizations are cost constrained. What usually happens is that those who work in IT service and support will work off last year’s budget or will talk about the extra head count or projects and technology that might be needed, so when it comes to customer satisfaction, the quality is typically determined by costs. In fact, it’s almost always driven by costs. being world-class is not about achieving any specific level of cost, quality, or cycle time, it is about deploying the limited resources in a way that you can achieve the best possible result. That is why we call this curve here the “best in class performance curve”. You can be a world-class service desk and only spend five dollars per a ticket, if you are using that five dollars per a ticket in the most effective way possible. It truly depends on the resources you have available to you. If we know what your resourcing is, we can tell you what a world-class support organization looks like. If you want to improve quality it’s going to cost you something. Benchmarking squeezes the inefficiency out of a system so that you end up operating on this best in class curve, where you have achieved the best balance between the cost of service delivery and customer satisfaction.
Most serivce and support organizations are unable to answer a pretty basic set of questions. If you read these questions, they don’t sound terribly complicated. What’s my quality? What are my costs? How am I performing? How am I trending? What’s my ROI? Fewer than 2% of service and support organizations can tell you what their ROI is. And, how can I do better? These are basic business questions that any organization should be able to answer, but most can’t. Some can tell you what their quality is, some can tell you their costs, some have a notion of how their performing. But you put these five or six questions together and I would say fewer than 5 percent can actually answer all of these questions.
Moreover, most organizations agree that benching is the most effective way to close performance gaps and to ensure continuous improvement. So the obvious question is, “why isn’t everyone benchmarking?” There are a number of common impediments. Our service desk tool can’t produce the data we need, I don’t have the data to benchmark, I don’t have the budget to do benchmarking, or I don’t have the time to do benchmarking.
So, how do we overcome these challenges? This is where the combined expertise of Samanage and MetricNet come together in a unique way to create the industry’s first real-time benchmarking product. Specifically what we’ve done is automate the data collection process, integrated the benchmarking into the service desk, provide tools to measure economic value (ROI), we’ve made price a non-issue – benchmarking is free if you’re a Samanage customer, and remove all barriers and provide a viable path to continuous improvement.
In a moment, Greg Ghia from Samanage is going to take you through a demo of Samanage Benchmarking. Here is the Samanage Benchmarking dashboard. Believe it or not, this one page delivers more actionable information in real time than any other service and support organization has had in the past. I’m going to turn it over to Greg for a demonstration of Samanage Benchmarking. Greg it’s all yours.
Let’s get started. Samanage provides the only true multi-tenant, unified asset management, service-desk and integrated benchmarking, solution on the market today. We are 100% SaaS, born and raised in the cloud. No hardware to maintain, no lengthy upgrade cycles just log in and focus on running your organization, not the application. Our beautiful software delivers an unmatched user experience and enables code-free customization, allowing you to fully deploy an enterprise level, ITIL-ready, Service Management (ITSM) solution in only 14 days.
Upon logging into Samanage, you will be presented with our Dashboard. The dashboard is a view of your Key Performance Indicators, Metrics and Tasks. Here and throughout Samanage it is very easy to customize to the User’s preference. Our application is brilliantly designed for Ease of Use and Ease of Implementation no matter what your previous service desk experiences might have been.
Finally, I’d like to introduce you to The Profile Card. Samanage profile card is a wonderful feature which combines Directory information with optional photo to showcase everyone in your organization. Our profile card integrates all relavent information pertaining to assets and ticketing for that individual. This is a key feature specifically on SD as you begin to assit your organization. As I am an admin, you can see that I have tickets both assigned and requested as well as any other SD processes.
The Samanage application includes: Service Desk, Asset Management, Contract Management, Software Compliance, Reporting and Benchmarking. Today we will focus on SD and Benchmarking. Let’s move over to the desk.
Let’s move on to Benchmarking. Again, what is Benchmarking? Simply, benchmarking enables organizations to objectively evaluate their service desk performance by comparing specific KPIs among peer organizations.
Most companies want to improve their service performance however they don’t know where to start. They make decisions based on gut feelings or unvalidated assumptions, instead of using objective, actionable data. Samanage is going to solve this problem with real-time benchmarking which empowers customers to automatically measure their service performance, compare it against their industry peers, and continuously identify performance improvements and cost savings opportunities. Starting first with IT, Samanage will become the industry’s first Enterprise Service desk solution powered by a fully integrated continuous improvement engine for the entire organization. Whether you are a current Samanage customer using our Service Desk or utilizing an alternate product, Samanage Benchmarking is for you.
Welcome to our very simple, clean, Benchmark Dashboard. Here you can see your multiple benchmark views for: Your Production environment, Site & Department and forecasting benchmarks. It’s Important to know that benchmarks can be done for entire organization or can be scoped to sites, categories and more.
The number 1 reason for benchmarking is planning. The ability to measure performance by scoping and comparing to the industry is vital for forecasting, budgetary planning, reviewing service levels and more. Wouldn’t you like to ask ‘What if?’ Samanage can now assist with ‘what if’ analysis.
What if I increase head-count? What if we could handle more tickets? Imagine a healthier discussion between you and leadership could be had with benchmarks for each scenario.
Samanage score is the main event! Understanding this is the key. We want to understand why it our score changes and the valuable information that comes along with this score. We can quickly see trends over time. The improvement of this score is related in an improvement of your cost. Samanage benchmarking will identify when things change as it will add these critical data points to your graph below. Critical changes such as, “This is where I added head-count” or “This is where we started tracking SLAs”. Your Samanage score can be seen; declining and/or improving.
Each benchmark has 5 main categories. Together these categories create your Samanage score. This is a calculation of their weighted average. You will see a grey number near your indicator. This may not be appearant at first however this is what percentile you fall in compared to your peers. On this axis, “the higher the better.”
These 5 Categories are:
- Cost per Ticket is derived from your total service desk operating expenses
- Customer Satisfaction or your average customer service rating ‘satisfied or very satisfied’
- Agent Utilization or your agent occupancy rate
- First Touch Resolution or tickets which are resolved without being reassigned
- Mean Time to Resolve or average elapsed time when a ticket is opened by an agent until closed