Filetype Excel XLS | Posted on 07 Jul 2022 | 3 years ago
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248x Filetype XLS File size 0.35 MB Source: www.flbenchmark.org
Sheet 1: About
| IT Service Management |
| Modeling |
| Reporting on ITSM Metrics |
| Modeling ITSM business decisions |
| Examining the risks and impacts of ITSM improvement activities |
| Identifying ITSM risk areas and deficiencies that could use improvement |
| IT Service Management Dashboard | |||||||||
| Customer | Capability | Operational | Financial | Regulatory | |||||
| Medium | Medium | Medium | High | High | |||||
| 2.2 | 2.4 | 2.4 | 1.8 | 1.3 | |||||
| Medium | Legal Exposure | 2.3 | 23 | ||||||
| Medium | Service Outages | 2.4 | 17 | ||||||
| Medium | Rework | 2.6 | 47 | ||||||
| Medium | Waste | 2.7 | 51 | ||||||
| Medium | Delayed Solutions | 2.8 | 36 | ||||||
| Medium | Slow Operational Processes | 2.5 | 27 | ||||||
| Medium | Security Breaches | 2.8 | 17 | ||||||
| Medium | Inaccurate Information | 2.9 | 23 | ||||||
| Medium | Slow Turnaround Times | 2.8 | 22 | ||||||
| Medium | Unexpected Costs | 2.7 | 27 | ||||||
| Medium | Higher or escalating costs | 2.5 | 67 | ||||||
| Medium | Low Employee Morale | 2.5 | 40 | ||||||
| Medium | Lack of Agility To Respond To Business Needs | 2.5 | 28 | ||||||
| Medium | Unwanted PR Exposure | 2.5 | 30 | ||||||
| Medium | Dissatisfied Customers | 2.3 | 54 | ||||||
| Medium | Dissatisfied Suppliers | 2.4 | 12 | ||||||
| Medium | Inability to scale | 2.5 | 52 | ||||||
| Medium | Fines and Penalties | 2.5 | 30 | ||||||
| Medium | High Levels Of Non-Value Labor And Overhead | 2.5 | 62 | ||||||
| Medium | Loss of Market Share | 2.3 | 46 | ||||||
| Medium | Loss of Revenue/Sales | 2.4 | 52 | ||||||
| Service Desk | Activate This Model (Enter Yes or No)? | Yes | ||||||||||
| Operational Metrics | Possible Metric Sources | |||||||||||
| Total Number Of Calls To Service Desk | 50,165 | 1 | ACD System | |||||||||
| Average Call Duration (Minutes) | 1 | 1 | ACD System | |||||||||
| Average Call Waiting (Minutes) | 1 | 1 | ACD System | |||||||||
| Service Desk Tooling Support Level | 1.0 | 1.0 | CMMI Tool Ratings or Tool Surveys | |||||||||
| Number of Calls Transferred | 1,217 | 1 | ACD System | |||||||||
| Number of Calls Abandoned | 2,680 | 1 | ACD System | |||||||||
| Available Call Agent Labor Hours | 120 | 1 | Staffing Reports | |||||||||
| Total Service Desk Available Hours | 120 | 1 | Service Level Agreements | |||||||||
| Total Service Desk Unavailable Hours | 1 | 1 | Number of hours Service Desk is Down | |||||||||
| Tolerance Levels | Target Level | Warning Level | ||||||||||
| Service Desk Call Resolution Rate | 90.0% | 80.0% | ||||||||||
| Average Call Duration (Minutes) | 1 | 2 | ||||||||||
| Service Desk Tooling Support Level | 2.0 | 1.0 | ||||||||||
| Call Agent Utilization | 80.0% | 90.0% | ||||||||||
| Call Abandon Rate | 1.0% | 2.0% | ||||||||||
| Call Duration Experience | 1 | 2 | ||||||||||
| Call Waiting Rate | 1.0% | 2.0% | ||||||||||
| Service Desk Service Availability | 90.0% | 80.0% | ||||||||||
| Key Performance Indicators (KPIs) | Question To Be Answered | |||||||||||
| Service Desk Call Resolution Rate | 92.2% | How many calls are resolved at the Service Desk? | ||||||||||
| Average Call Duration (Minutes) | 1 | How long is the average customer call experience? | ||||||||||
| Service Desk Tooling Support Level | 1.0 | How well does our current tool set support Service Desk activities? | ||||||||||
| Call Agent Utilization | 348.4% | Do we have enough resources to handle calls? | ||||||||||
| Call Abandon Rate | 5.3% | What percentage of callers hang up before getting service? | ||||||||||
| Call Duration Experience | 2 | What is the total time taken to service callers? | ||||||||||
| Call Waiting Rate | 66.7% | What percentage of total caller time is spent waiting? | ||||||||||
| Service Desk Service Availability | 99.2% | Is the Service Desk available when needed? | ||||||||||
| Critical Success Factors | Target Level | |||||||||||
| Resolve Customer Issues And Problems At First Call | Medium | 1 | 1 | 0 | 0 | 2 | ||||||
| Maintain Customer Productivity | Medium | 1 | 1 | 0 | 0 | 2 | ||||||
| Provide A Positive Customer Call Experience | Low | 1 | 1 | 1 | 0 | 3 | ||||||
| Provide Effective Support For Customer Calls | Low | 1 | 1 | 1 | 0 | 3 | ||||||
| Service Desk Impact Analysis | ||||||||||||
| Add Results To Dashboard? | Yes | |||||||||||
| Customer | Capability | Operational | Financial | Regulatory | ||||||||
| Medium | Medium | Low | Medium | None | ||||||||
| 10.0 | 8.0 | 3.0 | 2.0 | 0.0 | ||||||||
| 4 | 3 | 1 | 1 | 1 | ||||||||
| None | Legal Exposure | 0.0 | 1 | |||||||||
| None | Service Outages | 0.0 | 1 | |||||||||
| High | Rework | 3.0 | 1 | |||||||||
| Medium | Waste | 7.0 | 3 | |||||||||
| Medium | Delayed Solutions | 5.0 | 2 | |||||||||
| None | Slow Operational Processes | 0.0 | 2 | |||||||||
| None | Security Breaches | 0.0 | 1 | |||||||||
| High | Inaccurate Information | 3.0 | 1 | |||||||||
| None | Slow Turnaround Times | 0.0 | 1 | |||||||||
| None | Unexpected Costs | 0.0 | 1 | |||||||||
| Medium | Higher or escalating costs | 7.0 | 3 | |||||||||
| Medium | Low Employee Morale | 5.0 | 2 | |||||||||
| Medium | Slow Response To Business Needs And Changes | 4.0 | 2 | |||||||||
| Medium | Unwanted PR Exposure | 10.0 | 4 | |||||||||
| Medium | Dissatisfied Customers | 10.0 | 4 | |||||||||
| None | Dissatisfied Suppliers | 0.0 | 1 | |||||||||
| Medium | Inability to scale | 7.0 | 3 | |||||||||
| None | Fines and Penalties | 0.0 | 1 | |||||||||
| Medium | High Levels Of Non-Value Labor | 7.0 | 3 | |||||||||
| Medium | Loss of Market Share | 7.0 | 3 | |||||||||
| High | Loss of Revenue/Sales | 6.0 | 2 | |||||||||
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