Self Service fault logging

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apc
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Mon Jan 24, 2011 6:25 am

So I am looking at implementing a Self Service fault logger to give end users the ability to log their own faults.

Currently I am looking at the best methods to calculate time/cost savings as a further reason for introduction.

Is there a standard approach to detailing/finding out this amount of information?

So far I have looked at the average amount of time it takes for a fault to be logged using the conventional method, and then compared it with the average amount of time it would take using self service.

What other variables can I use to determine cost/time savings?


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Diarmid
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Mon Jan 24, 2011 6:54 am

The question occurs to me, where are you expecting the benefits (savings): on the IT service side or on the business side, or both?

One crucial element is what level of savvy your users will apply to their reports. Will the dialogue necessary to clarify the report take place with higher paid technicians than your previous first line staff? Will support staff avoid false levels of assumption from the self-service reports? How practical is it to establish priority without dialogue?

Perhaps in your current telephone contact your service desk staff have got to know many of the users and achieve a quality of support through that mutual understanding.

If the intention is saving money, you will probably want to achieve it without loss of service quality. If the intention is improved quality of service, then your measurements must be focussed on the users and the business.

How you design the interface for the self-service system is crucial and needs to address such things as I have mentioned above. How you measure savings will also largely derive from these things.

In looking for predictions, you need to understand how all these will work out, you need to understand how people will use the system. For example will there need to be a call back to clarify in 5%, 35% or 85% of reports? Will the users mostly be available for the call back - or will they have wandered off to a meeting, lunch etc. assuming their issue is understood and will be fixed on their return?

For many sites the answers may be quite simple because the incidents are, on the whole, quite simple; but there are many counter examples.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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apc
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Mon Jan 24, 2011 7:33 am

Expecting benefits on both sides - business and indeed in IT. Just a quick analysis of calls from IT directorate alone:

555 logged in December = 46.25hrs per month (based on average of 5 mins a call).

if we said average 2 mins a call using self service there would be a saving of 27.75hrs a month.

Thats time saved by the person logging alone though.

The self service form will be submitted to a holding (quality check) ground prior to subsequent assignment. The form is designed to include as much automation as possible and at the same time guiding the end user through logging the fault.

The size of the business and operation mean that level of understanding you talk off is not really prevalent.
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Diarmid
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Mon Jan 24, 2011 7:47 am

Don't forget that if you are quantifying the saving on call time it counts for two people per call, one at the business end as well as your service staff.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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apc
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Mon Jan 24, 2011 7:54 am

Yes.

Any other variables I can use to determine cost/time savings?
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