Technology Services

Continual Service Improvement

Identify. Innovate. Advance.

Technisource has embraced the ITIL approach to Continual Service Improvement (CSI) and established a dedicated Project Management Office (CSI PMO) focused on improving the effectiveness and efficiency of IT services by continually aligning our services with your business objectives.

Utilizing the Deming Plan-Do-Check-Act (“P-D-C-A”) cycle as the vehicle for continual improvement, we analyze incidents, requests and processes on a scheduled basis, identify areas of improvement - then implement customer- focused action plans.

Increased Productivity. Lower Cost of Support.

From a support services perspective, our initial CSI goals include increasing first contact resolution rates and reducing incidents reported into the Service Desk. Our “shift-left” approach to first contact resolution ensures that we increase business productivity and lower the cost of support by moving the resolution of incidents closer to the customer.

Case Study

Since its inception in 2010, The CSI PMO has documented over 200 operational improvements that have increased the value of our services by hundreds of thousands of dollars.
Below is just one example of how Technisource has delivered savings and improved service for a client.

CSI Target:
The client’s goal was to increase First Call Resolution (FCR), customer satisfaction and business productivity. The analysis of escalated calls indicated that Technisource could increase FCR and reduce the time to resolve by expanding its Level 1 services capability to handle Blackberry, HRMS and Kiwi password resets as well as Blackberry Service Book pushes.

Action:
Our service delivery manager presented his analysis to the client and obtained approval for the Technisource Service Desk to handle these incident types. Knowledge content was created for our team.

Results:

We’ve reduced the workload on the client’s Level 2 support groups by handling approximately 100 of these incidents per month. We estimate the annual client savings in Level 2 support calls to be $15,840. This is based on an average burdened rate of $40 per hour and a Level 2 work time of 20 minutes per incident.
Prior to the Technisource Service Desk handling these incidents, it could take up to 8 hours for Level 2 to respond and resolve these issues. It now takes less than 15 minutes. This will save the client up to an estimated $31,800 monthly ($372,000 annually) in business productivity costs based on an average burdened pay rate of $40 per hour and increase customer satisfaction.