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Surprise | Delight | Inspire
Benchmarking
Service Desks:
Why & Why Not!
Howard Kendall, Founder, SDI
www.servicedeskinstitute.com
Agenda
• Who am I and about SDI…..
• Benchmarking – Why? When? What?
How?
• Best practice & tools
• Learn from industry & trends
• A service desk is not just for Christmas…
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Mission
Surprise | Delight | Inspire
Our mission is to inspire service
desks to be brilliant
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Vision
Surprise | Delight | Inspire
To achieve our mission, we inspire service desks
to:
Embrace: best practice to raise the quality of
service delivery
Engage: with customers to create an inspiring
and motivating service experience
…
Invest: in and empowering their teams to be
inspired, take action and be better
Shine: by demonstrating and delivering
exceptional business value
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Customer Engagement
Surprise | Delight | Inspire
we engage with service desks
#BELIEVE14
physically and virtually
Best Practice Standards
Service Desk Certification
Training &
Industry Events
Qualifications
Consultancy Services
Community Blog
SDI Membership
.
TFT Virtual Conference
Webinars
Industry Research
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Benchmarking is…?
• A measurement of the quality of
an organisation's policies, products, programmes, strategies
etc., and their comparison with standard measurements, or
similar measurements of its peers.
• The objectives of benchmarking are (1) to determine what
and where improvements are called for, (2) to analyse how
other organisations achieve their high performance levels,
and (3)to use this information to improve performance.
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Why & When?
• Stake in ground? League rating? Base to improve?
• Now? When we think we’re BAD? GOOD? Never?
• Start point and reasons
• Why not?
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Improvement Targets
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Culture
People
Process
Measures
Commmunication
Management
Quick wins and ongoing quality build
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Benchmark against what?
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Consultant guidelines/methodologies
Peer group of service desks - or outsourcers
ISO or BSI standard
ITIL framework/guidelines
Lean, EFQM, SixSigma quality methods
Contact Centre Standard like Metricnet
HDI or SDI service desk standards
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Benchmark against what?
Service Desk Certification levels
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The world class service desk
To achieve ‘World Class’ status each concept
requires a YES rating for all its associated criteria:
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Leadership
Policy and Strategy
People
Partnerships and Resources
Processes
People Satisfaction
Customer Satisfaction
Key Performance Results
Social Responsibility
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World class service desk
principles
To achieve SDI ‘World Class’ the service desk
must achieve 75% overall for:
• Success
• Vision and Mission
• Attitudes and
Behaviour
• Culture
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Integration
Customer Advocacy
Efficiency
Wow Factor
Continual
Improvement
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Trends to watch or use?
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Outsourcing – learn from
Cloud services
Social media and us
AGILE – DEVOPS – LEAN
– more
• Consumer marketing
• Brand focus
• Anyhow - anywhere
faster – better
• Changing customer
journey
• BIGdata
Q: Are you adding value?
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Community & customer trends
• Apple store
• Disney or Amazon
• Zappos
• App stores/cloud
• Ryanair
• BIG data..on
YOU!(IBM)
• Ask a friend…your
customer data?
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Is great service no service
at all…?
The Best Service Is No Service
5. Make it really easy to
contact your company
1. Challenge customer demand for service
8. Deliver
great service
experiences
2.Eliminate dumb
contacts
3. Create engaging
self-service
4. Be proactive
6. Own the
actions
across the
company
7. Listen and act
From: Price, B. and Jaffe, D. (2008) ‘The Best Service Is No Service’
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Prevent and anticipate
• Customer business
value? What they
want?
• Event anticipation
• Loads customer
contact
• Learn from data/past
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Closed Loop
Incident
Close/Happiness
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Own
Give confidence
Take Responsibility
Fix/get fixed
Tell/update
End
Learn
Summary
• Work out your
customers and what
they need
• Do it better every day
• Team in tune, build
brand
• Steal best ideas from
others to improve
• Keep doing it
• Simple!
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Thank You!
Surprise | Delight | Inspire
+44 (0)1689 889100
[email protected]
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Q&A
@sdi_institute
The Service Desk Institute (SDI)
Service Desk Institute (SDI)
www.servicedeskinstitute.com