Samanage Benchmarking will provide recommendations for service desk improvement based upon benchmarking results. Samanage Benchmarking will include an intelligent “recommendation engine” that will offer specific actions that will yield improvements in key performance areas.
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Now many of you are aware of the fact that MetricNet and Samanage entered into an agreement earlier this year. That business agreement involved putting together the world’s first continuous improvement service for the IT Service desk and support professionals. The resulting service is called Samanage benchmarking. Samanage and MetricNet got together because we each brought unique skills to the table. Samanage had the world’s fastest growing and only true multi-tenant ITSM service that operates as a SAAS solution in the cloud and MetricNet had the world’s largest database of IT process and performance indicators and has a benchmarking database of more than 3k IT service and support organizations.
So what we want to do today is tell you a little about the service that we’ve built called Samanage Benchmarking. But before we do that, let me give you a little background about MetricNet and Samanage. Then we’ll get into our demo.
MetricNet and it’s predecessor companies have been in this industry for about 27 years now. we’ve built a global database that covers more than 60 countries worldwide and contains more than 3,000 IT service and support benchmarks. we track more than 70 key performance indicators everything from cost per contact and customer satisfaction at the service desk to cost per ticket, speed of answer, and first contact resolution rate and mean time to resolve for desktop support. We‘ve also catalogued and id’ed and created a taxonomy of more than 120 best industry practices. these best practices address everything from it service and support strategy, HR management, and ticket handling processes and procedures, technology, performance measurement and management, and a category that we call stakeholder communication. The reason we’ve aligned with Samanage is because they’re the fasted growing ITSM vendor in the industry and the only true multitenant, SAAS based cloud ITSM solution out there. They have more than 700 customers now and are operating in 52 countries. Their asset management platform keeps track of more than 1 million devices. They’re the recipient of multiple awards. They’re differentiated from others in the industry in a variety of ways. For those of you that are Samanage customers, you know that what they offer is beautiful, seamless, easy experience. the UI on Samanage ITSM and asset management is extraordinary and I’ve worked with every ITSM platform out there and I can honestly say that Samanage offers the easiest, most seamless user friendly interface out there.
The value in adopting ITSM from Samanage is almost instantaneous. you can get up and running in hours or days, not weeks or months. you don’t need to hire speciality developers or software experts on site, you can customize your Samanage ITSM easily by yourself. It’s ITIL ready and follows all ITIL processes. IT’s always updated because it’s in the cloud. There is no on-premise software to install or keep updated, everything is managed in the cloud and continually updated.
It combines ITSM and ITAM, so we connect incidents, problems, and requests to assets and personnel, and vice versa. Everything is connected, all service management tickets and assets and personnel that are being supported are interconnected through ITSM and ITAM.
As I mentioned, the customization is code free. This makes Samanage truly different in the industry.
No what we plan to do today is tell you about Samanage benchmarking and why we believe it will transform the industry. For the first time, IT service and support professionals have access to a continual improvement benchmarking tool that is low cost , allows you to collect data automatically, and gives you real-time updates on how you’re performing relative to your peer group.
Many of you are familiar with benchmarking but for those who aren’t, I’d like to define benchmarking for you and talk about why there’s a roughly 1 to 1 correspondence between organizations that benchmark and organizations that have achieved world-class performance in IT service and support.
Benchmarking begins with a comparison. You compare your service desk to a comparable peer group. The peer group you compare against must be similiar to you in terms of scope, scale, complexity and geography. This is one of the most important success factors in benchmarking. We start with comparison, comparing cost per ticket, customer satisfaction, and a host of other metrics that we could potentially use to compare you against other service and support organizations. The second piece of benchmarking is that if you find a gap in your metrics relative to your peer group, you need to understand why that gap is there. If you understand what drives a cost or quality gap, you can do something about it. The more important piece of benchmarking is not the comparison but rather the diagnosis that goes along with it.
If you have enough metrics, you can drill down and identify the underlying causes of negative gaps, which you’d like to close, and positive gaps, which you’d like to perpetuate. but ultimately the power of Benchmarking is that it empowers you to enable and adopt the industry’s best practices, thereby achieving world class performance not at an evolutionary pace but at a revolutionary pace.
Benchmarking enables you to bypass what is the traditional trial and error approach to improvement. The power of integrated benchmarking is that it enables you to measure your performance, compare against other organizations, diagnose strengths and weaknesses within the organization, improve performance, and optimize. Optimization is really nothing more than getting the best possible result with the limited resources about it. Benchmarking is really about realizing your potential as an IT service and support organization.
Another way of putting this can be shown graphically. This chart shows cost per contact and customer satisfaction, or efficiency versus effectiveness.
The two curves bound the data in our benchmarking database. When we put data points on this chart, they’re typically bounded on the top by what we call the best in class performance curve and the lower performance curve. It’s possible to be a world class service and support organization at a lower cost per ticket, around 7 or 8 dollars a ticket, or several hundred dollars a ticket. When spending those resources, you would naturally expect better customer service, better first contact resolution rate, quicker mean times to resolve, etc. What benchmarking does is that it moves you from some suboptimal point on this curve to an optimized position. When you get to that best in class performance curve, you are truly optimized because you have taken your limited resources and achieved the best possible benefit.
I’ve been in this industry for 27 years and there are 6 fundamental questions that, in my career, fewer than a handful have been able to answer these questions. These questions are, what is my quality, what are my costs, how am I performing. how am I trending, what is my ROI and what can I do to improve my performance? Samanage benchmarking is designed to answer these questions for you, literally every day.
The natural question is why isn’t everyone benchmarking? The most common challenges we hear is that a service desk tool doesn’t produce the data they need. We also hear that some organizations have no data, so they can’t benchmark. We’ve also heard that it’s too costly. Samanage benchmarking has overcome these challenges. We’ve automated the data collection process, so no more manual entry is required. Samanage benchmarking is integrated into ITSM/ITAM tool. It runs automatically and you don’t have to think about it. It includes an ROI calculator. PRice is no longer an issue. If you’re an ITSM customer with Samanage, you get benchmarking for free. If you aren’t a Samanage customer, you can still use the benchmarking only feature of Samanage. Our goal with Samanage was to remove the barriers to benchmarking so instead of only 5% of the industry benchmarking, we want to flip that number and say that 95% of the industry is benchmarking on a regular basis.
Now, onto the demo. Let me go to the Samanage dashboard. One of the nice things about Samanage ITSM is that you don’t need programmers to customize this dashboard for you. You can customize the dashboard yourself. In my dashboard, you’ll see the Samanage score, which is the overall benchmarking score for my organization, the customer satisfaction score, and several other features. In the upper left, there is a dropdown menu. Clicking on that, you’ll can access Samanage benchmarking from here. Before that, I want to show you the IT service management tool.
When we pull this up, you’ll see all of our processes across the top including incidents, problems, and changes. If we look at the incidents page, you’ll see a color-coded status level indicator, and an eagle eye icon that allows you to hover over and see details of the tickets. Now let’s switch gears and get into the benchmarking module.
On this dashboard, I have an example benchmark with two modes, view and edit. WE have an application service desk benchmark and a PC service desk benchmark. We also have a PC service desk forecast, which leads to one of the unique features of Samanage benchmarking. Samanage benchmarking allows you to create as many instances of a benchmark as you like. Cloned instances can be used to engage in what-if analysis, for instance what if i reduce or increase headcount by 2 FTEs. The forecast service desk enables you to do these projections and budgeting and what-if type analysis.
Let’s take a closer look at this example benchmark in view mode. Here we can see the Samanage score, which is a balanced scorecard. Essentially this takes a set of metrics with different units (in this particular case it’s cost per ticket, customer satisfaction, agent utilization, first touch resolution rate, and the mean time to resolve). Let me show you quickly how the Samanage scorecard works. Bear with me until I get to the scorecard. Metrics included in the score card. Each one of these metrics is weighted according to its relative importance. For your benchmarking peer group, the Samanage score takes a look at the best and worst performers in your peer group so you get a range of performance for each one of these metrics. Your Samanage score is calculated against these metrics. The beauty of the Samanage score is that it allows us to compare to other organizations on a fair playing field. Let’s get back now to our example benchmark.
You can see here, for each of the 5 metrics that go into the Samanage score, what the percentile rating is. Beneath that, you see a number, $22.92 is the actual cost per ticket. Each of the these metrics has a percentage. In combination, these scores were good enough to create the best particular Samanage score for this organization’s peer group. Now, if we go down to the graph below, you’ll see a graph over time of the Samanage score’s growth. We can also click into each specific metric in the Samanage score card and see its growth plotted graphically below.
Now when we go down here, there’s a chart showing cost versus quality, including cost per ticket and customer satisfaction. Ideally, you’d like to be in the upper right hand quadrant where your costs are low and your customer satisfaction is high.