Ensuring employees are being provided the most efficient IT service is a complicated process to measure. Our first TechHub location was built for a customer that consistently demonstrated 98% SLA (Service Level Agreement) for their desk side (Level 2) services. The new CIO saw the metrics in the ITIL (Information Technology Infrastructure Library) service tool but when he talked to employees, he learned IT processes were causing delay and even productivity loss to the company.
How could this be with a 98% SLA?
First step was to examine the existing ITIL model. All employees were directed to contact a centralized call center (Level 1) for any IT issue. The call center had an average resolve on first contact rate of 48% - which translated to 52% of calls having to be passed to a local desk side (Level 2) tech for assistance. The Level 1 tech would record all all of the employees information and issue details and then pass the ticket to the next queue. Having multiple levels just added to the employee cycle time to wait for the right help they needed.
Incident SLAs were all set to an 11 hour window regardless of incident types. Ticket states such as "waiting for customer" or "pending 3rd party" would stop the SLA clock from progressing. When they pulled 6 months of data from the system and analyzed the real cycle time employees were waiting for IT assistance, they found the median time was over 3 business days at one location and over 5 business days at another!
Employees feel the real cycle time it takes to get help
Another factor that was a contributor to cycle time was "queue hopping". Queue hopping is defined as ticket passed between groups without resolution to the employee. Some tickets were being passed up to 16 queues before being resolved! This caused huge delays in getting employees the help they needed and also a very negative impact on employee satisfaction with IT.
TechHubs eliminate all of these challenges
TechHubs are centralized locations where employees go for all of their IT needs. The ticket data is automatically collected and reported without an opportunity to change queues or game the clock. They have a 85% or above resolve on first contact rate and 98%+ customer satisfaction score.