Tampa Bay Technology Leadership Association (TBTLA)

Automated Service Manag

e

ment Presented by :

Chinedu Onyegbula

May 18th, 2006

About the Presenter

• UT MBA Graduate • Information and Technology Management • Beta Gamma Sigma (Top 20% of Class) • Masters in Geoinformatics (GIS) • User support experience - Blackboard - Desktop Support • Business Analyst – Davron Staffing

Discussion

“How many helpdesk calls come in to your IT support team daily, weekly, monthly, yearly?” “On average, is the percentage of helpdesk calls in your company increasing or reducing?” Why?

“How well does your IT support team handle helpdesk calls?” “What does your technical support model look like?”

Helpdesk Industry

• Over 1.9 million people employed in 2000 1 • Helpdesk market increasing yearly due to greater demand • A wide array of helpdesk software tools - Assyst (Axios Systems) - Track-it!

® (Intuit Inc.) Remedy® (BMC) - HelpSTAR (Help Desk Technology)

IT Helpdesk Support

• IT helpdesk is the guardian of day-to-day business productivity and the front door to your IT organization 2 • Only 53% of IT users are satisfied with their helpdesk support 4 • In a 2000 study 6 , it was reported that: - Support budgets would increase 53.4% - Support call volume would increase 80.4%

IT Helpdesk Support (contd.) • Tech support time very costly - 36% of white collar workers spend 30 minutes or more each week with tech support - Another 20% spend 1 hour or more - 5% spend five hours or more 5 • $4.1 million lost annually due to “direct productivity” hours used to get technical help 5 • IT departments spend as much as 70% of their time on helpdesk support

Why is Helpdesk Support Waning ?

• Low support staff to User ratio • Increasing menace of malware, spyware, viruses, etc • Reactive IT support model - Solve a problem after it occurs • DQ: What does your support model look like?

Support Staff/Employee Ratio

Satisfied Vs. Dissatisfied Users

Reactive Model ?

Automated Service Management • Auto Helpdesk Services - Proactive model for IT support

Benefits of ASM

• Resolves problems quickly and proactively • Cost Advantages - Reduced or non-existent costs of support staff - Lower IT support and training costs - Low IT maintenance costs • Higher employee productivity • Greater overall efficiencies

IT Movement towards ASM

By year-end 2007 By year-end 2006 By year-end 2005 We're already there We have no plans to transform to IT service management Number of respondents: 181

Source: Gartner Research (December 2004)

22 % 51 % 15 % 3 % 9 %

Questions

Any Questions or Comments??

References

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6.

Call Center Careers website, http://www.callcentercareers.com/help-desk-jobs.jsp

Citrix Online (February 2006),

Learn the Secrets to Improving Help Desk Productivity and User Perception

Computer Economics,

Help Desk Metrics, Executive Summary

http://www.computereconomics.com/article.cfm?id=1076 Chip Gliedman (2005),

Thirty-One Best Practices for the Service Desk

, Forrester Research http://www.forrester.com/Research/Document/Excerpt/0,7211,37209,00.html

Ed Frauenheim,

Survey: Tech Support Time Costly

, retrieved on 5/11/2006 from http://news.zdnet.com/2100-3513_22-5287881.html

Anonymous,

By the Numbers

, Internet World, May 1, 2001: 7, 9: Sciences Module, pg. 19