Tampa Bay Technology Leadership Association TBTLA Automated Service

Tampa Bay Technology Leadership Association (TBTLA) Automated Service Management Presented by: Chinedu Onyegbula May 18 th, 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 20001 • Helpdesk market increasing yearly due to greater demand • A wide array of helpdesk software tools - Assyst (Axios Systems) - Track-it!® (Intuit Inc. ) - Remedy® (BMC) - Help. STAR (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 “directproductivity” 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 22 % By year-end 2006 51 % By year-end 2005 15 % We're already there 3% We have no plans to transform to IT service management 9% Number of respondents: 181 Source: Gartner Research (December 2004)

Questions Any Questions or Comments? ?

References 1. 2. 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 3. 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 4. 5. 6.