End user services benchmarking survey 2011

For the last six years,h2index has regularly benchmarked end user services (EUS). The participants are major corporations in pharmaceuticals, financial services, chemicals and consumer goods, each employing tens of thousands of staff in around 100 countries. The results contained a plentiful mix of ideas with lots of intriguing detail, far too long to cover here, but three key findings illustrate the insight provided.

Annual service desk cost per user

All the companies are all mature, well run organizations using well-established service providers, tools and processes. Despite this, there is still a remarkable difference in costs. For service desks, the most expensive cost/user was three times that of the lowest. For desk-side support, one company’s cost/interaction was double that of most other participants. There are real opportunities for companies to improve their performance to the level of the best.

Quality of service was also benchmarked, and the most surprising result was a significant and unexpected increase in the service desk time-to-answer. When asked about the reasons for this increase afterwards, participants suggested that people had become accustomed to using help desks, both at home and at work, and were less concerned about longer waiting times.

Time to answer 2009 & 2011

Time to answer 2009 & 2011

The key criterion of First Contact Resolution also held surprises because companies increasingly provide data for “eligible tickets” rather than all tickets. This appears to be driven by service providers who only want to be measured by issues under their control. In three cases the participants gave both measures and there was a substantial gap. Do IT managers realize that their measures do not reflect user experience?

First contact resolution

First contact resolution

In previous benchmarking studies the structure of the EUS function usually mirrored the set up of business units, geographical and functional. Times have changed and it is clear that two primary drivers are now language and a single logical operation for the globe. Some participants provided the most sophisticated model with a single logical service (one management team, one set of tools) running multiple centres.

Simon Bennett, partner at h2index: “One of the limitations of our newsletter is that you can’t present the richness and insight of these extensive surveys. If you’d like to know more, please contact us. ”