Tampa Bay Technology
Leadership Association (TBTLA)
Automated Service Management
Presented by:
Chinedu Onyegbula
May 18th, 2006
About the Presenter
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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)
- 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 organization2
• Only 53% of IT users are satisfied with their
helpdesk support4
• In a 2000 study6, 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 more5
• $4.1 million lost annually due to “directproductivity” hours used to get technical help5
• 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.
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