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Last updated January 2012
What the Onsite Seminars Cover:
- What key datasets you should be gathering, how often, how much, why and where to get them
- Interpreting the ‘Six Fields’ data dump - the crucial data you need
- Learn and make use of the crucial differences between ‘Decision Support’ and ‘Management Information’ statistics
- Why you should never trust the statistics from your support system - in fact why you may indeed be better off ignoring them altogether
- Why statistics dealing with work quantities alone are meaningless
- The ‘Big Four’ categories of support statistics and how they depend on one another
- Why you should never collect data just because you can
- Staff skillsets as measurable, manageable, deployable quantities
- The difference between ‘Operational’ and ‘Service Level’ measurement, which is more important and why
- How to measure what your expensive software can’t tell you
‘NumberKnow’ is a
four stage onsite training intervention
for IT support managers, team leaders, quality and service level managers. It goes much further than the statistics available from your telephone or enquiry-logging systems. It doesn’t just look at numbers, but at the meaning of those numbers in dimensions your support software cannot measure.
This goes way beyond mere ‘Service Levels’ into the stats that tell you how your service is really working; and to get past pointless results like “89% of our calls were answered within 92% of target,” to “and this is why”.
IT’S ABOUT DECIDING ACTIONS - NOT JUST NUMBERS.
NumberKnow can help you to:
- Cost-justify new staff -
- Know how much work is too much -
- Know why some fixes take longer than others -
- Identify the ‘black holes’ in your IT support -
- Plan your staff’s skillsets and knowledge -
- Prepare for new ITSM/Helpdesk software -
- Get usable information out of your existing software -
- Know whether what you do is really worth doing -
- Plan your future workload -
- Inject variety into your staff’s working day -
- Prove how successful you are - or not - and why -
- Allocate resources in the right place -
- Reduce your backlog -
- Improve fix times -
- Plan shifts, rotas and out-of-hours operation -
- Handle complaints better -
- Respond to accusations and suspicions with facts -
- Cope with demand growth and staff changes -
- Plan for new services -
How It Works
1. Contact us and express your interest and provide invoicing details
2. Benchmarking phase commences and ‘Six Fields’ data dump requested
3. Noel Bruton attends your premises to provide the first onsite training seminar for all managers, supervisors and team leaders involved in IT support (up to 16 attendees, approx 2-3 hours).
4. Next stage begins - workload measurement criteria are agreed with support managers. These feed into:
5. Workload measurement period - using specially designed spreadsheets which, without burdening your staff, gather statistical data about how your workload consumes your manpower and its relation to output
6. Noel Bruton returns to your premises to give a further workshop on how to interpret the spreadsheet data to inform your management decisions. Workshop also contains instruction on measuring staff skillsets and deciding where to improve and by how much.
NumberKnow Deliverables:
- IT Support benchmarking as per programme elsewhere on this site
- Two distinct onsite training seminars for up to 16 support leaders
- Design of skills improvement programme
- Design of manpower consumption programme
- Instruction in key operational statistics for first and second line
- Instruction in statistical interpretation of all programme content
Guide Price:
- Estimate based on standard, non-bespoke service
- Valid for England and Wales only; more distant clients, POA
- Client provides training facilities
- Price includes trainer time and expenses, excludes taxes
- Advance retainer may be required for new clients
£2,620.00 plus VAT