Yuval Pecht

Product update - Samanage Benchmarking

Discussion created by Yuval Pecht Employee on May 18, 2015
Latest reply on May 22, 2015 by Oz Merchant

Samanage Benchmarking released!  The Way to Continuously benchmark and improve your service organization.


What is Samanage Benchmarking?


Samanage Benchmarking is an entirely new way for organizations to measure, track, trend, and continuously improve their service organizations. It utilizes performance data that is automatically captured, and compares the performance of your service organization against your peers.    No more guessing about what actions will yield the greatest performance improvement, Samanage Benchmarking takes the guesswork out of continuous improvement by delivering real-time benchmarking, performance diagnostics and improvement plans.


Based on performance data from the Samanage community, the Samanage Benchmarking solution is a game-changer for organizations that are serious about achieving world-class performance.


Why do I need it?


Organizations have been hindered in the past by lack of data, lack of time, and lack of organizational resources to conduct benchmarking.  Samanage Benchmarking has resolved these issues.  Now, for the first time, Samanage Benchmarking allows service organizations to automate the benchmarking process - and it runs in the background - as you work.  It collects the data you need for benchmarking, diagnoses strengths and weaknesses, and provides specific, actionable recommendations for performance improvement.  And because Samanage Benchmarks are fully integrated into the Samanage Service Management platform, benchmarks now cost just a small fraction of what they have in the past.  Samanage Benchmarking will give you a good indication of how you compare against the industry peer group, and what you can do to improve your service organization.


The partnership


MetricNet and Samanage have teamed up to create the industry?s first real-time automated service management benchmarking solution. The foundation of this partnership is to shift the way customers benchmark their service desk performance.  By providing easier and more accessible benchmarking in real-time, it will also allow companies of all sizes to benchmark their service desk performance at the same level of sophistication that was once only possible for larger enterprise organizations.


How do I get started?


Samanage Benchmarking utilizes the Samanage platform to show how your service desk is performing in real-time vs. peers both inside and outside of your industry.


To get started, select ?Benchmarking? from the main menu navigation, then click ?add benchmark? or view the sample benchmark we created for you.



You can create multiple benchmarks using the benchmarking dashboard. For example, your Production Benchmark would show the actual performance of your entire service organization.  But you can also create site specific or department specific benchmarks that show the performance of individual components of your support organization. 


Samanage Benchmarking can also be used for forecasting and ?what if? analysis to project, for example, how your performance would be affected by changes in headcount, customer satisfaction, spending, or service levels.  In this mode, Samanage Benchmarking is useful as a planning tool to prepare for expected changes in your support environment.


Tip: Ensure accuracy and automatic updates in your Production Benchmark by checking the ?Use Samanage data when possible? option.


Learn more about creating your first benchmark by watching this video:



Details of the sample benchmark


Your benchmarking output is organized into three distinct segments:


At the top of this page (see following screenshot) you will find your overall performance score, as well as the individual KPI scores that make up your performance score.



Each KPI is shown on a vertical axis.  Both the value of the KPI is shown, along with your percentile ranking.  For example, your Cost per Ticket might be $50, and your percentile score might be 74%.  What this says is that your Cost per Ticket is better (lower) than the Cost per Ticket of 74% of all service desks in your benchmarking peer group. 


At the base of each KPI axis you will notice a small red or green arrow.  These arrows indicate positive (green) or negative (red) changes that have occurred in any given metric over the period of time represented.  You can edit the benchmark at any time by clicking the Action button near the top right of this page.  The drop down menu gives you the option to edit the benchmark, export your benchmark in PDF, create a new benchmark, or delete a benchmark.


If you wish to drill down on any KPI, just click the metric, and a detailed time series of the KPI will appear in the center of the page.  The historical charts contain interactive data points that, when hovered over with your mouse, show your score at that point in time, and any events (e.g. adding staff) that may have affected your score.  You can easily change the time frame of the historical chart by editing the dates above the chart or dragging the small buttons on the left or right of the timeline below the chart.  These historical charts are updated twice daily if you are a Samanage ITSM or ITAM customer, and you have selected the option to have your benchmark automatically populated by Samanage.  If you are a benchmarking only customer, this chart will be updated whenever you change any of the inputs to your benchmark such as headcount, cost, contact volume, etc.


On the right center of the page is a histogram that shows your overall benchmarking performance relative to the other service desks in your peer group (see screenshot). 



The higher you are on this axis, the better your performance.  A score of 85%, for example, indicates that your service desk is in the 85th percentile, and is performing better than 85% of all service desks in your benchmarking peer group.


Finally, in the lower third of the page you will find a quartile ranking of your service desk in relation to several hundred other service desks in the Samanage benchmarking database (see screenshot). 



The four quartiles show your relative cost and quality performance.  Ideally, you want to be in the upper right quadrant, where your costs are low, and your quality (Customer Satisfaction) is high.


     Tip: We recommend that you maintain one Production Benchmark that shows your actual current and historical performance.  Your   Production Benchmark should be edited infrequently, and only when changes occur in your operating environment, such as              increased headcount, decreased spending, etc.  Your other benchmarks can be used for forecasting, what-if analysis, or to drill down on divisional or regional support groups.


     Tip: If you are a Samanage ITSM or ITAM customer, you can ensure data accuracy and automatic updates to your Production Benchmark by checking the ?Use Samanage data when possible? option.


Need help?


We are here to help you get started with Samanage Benchmarking or any questions you may have - simply contact your Samanage Customer Success representative or contact the Samanage Support team.


At your service,


The Samanage Team