Maturity Model for POS Help Desk / Support Services.

2. How Remote Monitoring and Management Will
Revolutionize Your Help Desk
Andrew Kurtz
Place Your
Photo Here
President/CEO
Vigilix, LLC
andrew.kurtz@vigilix.com

3. The three questions you’ll ask
• What is the difference between my help
desk and a proactive help desk?
• Why is a proactive help desk actually
better?
• Now that I’m totally convinced, how do I
get there from here?

4. What is the difference
between my help desk and a
proactive help desk?

5. Traditional vs. Proactive
Maturity Phase Phase Characteristics
Firefighting Almost all activity starts with a customer call.
Most information must be supplied by end-user
Only technology might be a call tracking system
Reactive Adds monitoring and data collection tools
Some activity is initiated by system detected alerts
Systems provide information about system changes
Proactive More end-user access to self-help
Introduction of formal change management processes
Introduction of Service Level Agreements
Preventative Introduction of formal root cause analysis
Expanded change management process
* Summary of information from The Gartner Group

6. Traditional vs. Proactive
Level Characteristics % of Organizations
Chaotic Ad hoc, undocumented, unpredictable, no 3%
monitoring tools, end-user initiated activities
Reactive Fire fighting, alert and event management, 40%
introduction of simple metrics
Proactive Analyze trends and predict problems, 44%
automate, mature change, problem and
configuration management
Service Guarantees SLA, measure and report 12%
availability, self-help tools
Value Strategic business partner, business planning, 1%
it and business metric linkages

7. Traditional vs. Proactive
Help Desk Service Desk
Always in a reactive mode Proactively addressing issues
Focus is on resolving issues Focus is on providing service
management
Once solved, case close Find root cause
Solving the same problems again and Recognizing and solving problems before
again they happen
Each call is handled individually Fixes to common issues is automated
KPI focus on call times and first call Customer service is added as a KPI, such
resolution as # of incidents restored within SLA, # of
repeat problems, # of root cause
problems identified and fixed
Help desk is in a vacuum Service desk identifies opportunities

8. Why is a proactive help desk
actually better?

9. Why Is Proactive Better?

10. Why Is Proactive Better?
Incident Communication Average cost per incident
Phone $27.60
E-mail $21.67
Chat/IM $17.90
Self-Service $13.50
* Summary of information from the Help Desk Institute Practices and Salary Survey

11. Why Is Proactive Better?
Types of Questions Call Volume
“How do I…”? 27-43%
Password issues 20-35%
Outage 12-25%
Break/Fix 10-20%
Service Request 5-22%
Installation, Move, Add, Change (IMAC) 5-18%
* Summary of information from The Gartner Group, Understanding Service and Support Mix

12. Why Is Proactive Better?
Incident Type Frequency
Non-repetitive 25-30%
Time-sensitive, repetitive (possible 60-65%
automation)
Repetitive (ripe for automation) 15-20%
* Summary of information from Meta

13. Why Is Proactive Better?
• Two important help desk myths to
acknowledge
– End users report every problem to the help
desk
– A case closed is a problem solved

14. Why Is Proactive Better?
• Impact of a “Service Desk”
– Higher customer satisfaction
– Reduced per incident cost
– Identification of new business opportunities
– Become a more strategic partner
– Centralized data site

15. Why Is Proactive Better?
• Importance of delivering service
– Essential source of revenue and profit
– VAR averages
• 58% of gross margins from services
• Primarily reactive, on-site maintenance
– Threats from ISVs and Hardware Providers

16. Now that I’m totally
convinced, how do I get there
from here?

17. Getting There From Here
• Tools don’t make you proactive
• How mature are you now?
• Don’t try to jump levels
• Incremental changes

18. Getting There From Here
• Decisions
– Are you totally committed?
– What level are you trying to reach?
– What business model changes are needed?
– What services do you offer?
– How and when do you market your services?
– Self-hosted v SaaS systems
Every successful complicated system started as a successful simple system

19. Getting There From Here
• A Top-Down Decision
– Take the first step
– Total Organization Buy-In
• Sales
• Installation
• Support
– Incentives
• Commissions
• Proactive Support Cases Closed

20. Getting There From Here
• Crawl before you walk
– Measure your baseline
– Start simple
– Monitor the big hit items
– Measure the impact
Every successful complicated system started as a successful simple system

21. Getting There From Here
• Walk before you run
– Analyze
– Add monitoring
– Automate fixes
– Measure
Every successful complicated system started as a successful simple system

22. Getting There From Here
• Run
– Continuous Cycle
• Analyze
• Add monitoring
• Automate fixes
• Measure and repeat
– Customer reporting
– Find revenue opportunities
Every successful complicated system started as a successful simple system

23. Questions
Andrew Kurtz
Vigilix, LLC
andrew.kurtz@vigilix.com