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Check these Performance Desktop out
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Intel Core i7-950 3.06GHz High Performance Desktop PC $3,609.05 |
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Intel Core i7-950 3.06GHz High Performance Desktop PC Custom Computer $2,199.83 |
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Intel Core i7-950 3.06GHz High Performance Desktop PC CUSTOM $1,081.72 |
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HIGH PERFORMANCE GAMING / MUSIC PRODUCTION DESKTOP. Meet "Optimus Prime" $1,050.00 |
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Intel Core i7-930 2.8GHz High Performance Desktop PC $907.86 |
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HIGH PERFORMANCE DESKTOP COMPUTER Core i7-930 2.8GHz 8Gb DDR3 2Tb HDD $901.68 |
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Intel Core i7 950 3.06Ghz High Performance Desktop CUSTOMIZABLE $882.49 |
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Intel Core i7-920 2.66GHz High Performance Desktop PC $870.55 |
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Intel Core i7 940 2.93Ghz High Performance Desktop PC CustomIZE $853.62 |
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Intel Core i7-920 2.66GHz HIGH PERFORMANCE DESKTOP PC $840.04 |
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AMD FX-8150 Zambezi 3.6GHz 2Tb HDD High Performance Desktop Computer System PC $760.79 |
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Intel Core i5-2500 3.3GHz HIGH PERFORMANCE DESKTOP $696.25 |
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Intel Core i7-860 2.80GHz HIGH PERFORMANCE S1156 DESKTOP COMPUTER SYSTEM PC $661.63 |
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Intel Core i5-2400 3.1GHz HIGH PERFORMANCE DESKTOP $654.99 |
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Intel Core i5-2500 3.3GHz High Performance Gaming Desktop Computer System PC $622.50 |
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AMD A-Series A8 X4 3870K 8Gb RAM 1TB HIGH PERFORMANCE DESKTOP COMPUTER SYSTEM PC $518.62 |
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Patriot Extreme Performance 16GB (4 x 4GB) DDR3 1600MHz Quad Kit Desktop Memory $200.00 |
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Antec Performance One P280 Desktop Computer Mid-Tower System Tool-Less install $148.12 |
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NEW 500GB 3-1/2" Desktop SATA Hard Drive.7200 RPM.Increase Storage Performance $149.99 |
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Samsung E1920X 19"High Performance LCD Monitor $145.28 |
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Brand New U.S. Robotics 5610B 56K Performance Pro Desktop PCI Modem $54.95 |
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NEW AMD 8GB (2x4GB) Performance Ed. Desktop Memory Kit $53.74 |
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Logitech Performance MX Wireless Rechargeable Laser Desktop Mouse for PC & MAC $49.99 |
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OCZ 2 GB (2 x 1Gb ) Performance PC3200 DDR400 Desktop Memory Dual Ch Kit $35.07 |
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AMD 4GB (2x2GB) Performance Ed. Desktop Memory Kit $34.99 |
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Logitech Performance MX - Wireless Rechargeable Laser Desktop Mouse $34.99 |
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New Power Supply Upgrade for emachine Performance 500 Micro SFX Desktop Computer $38.95 |
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Ramsta DDR3-1333（a singal) high-performance desktop memory card 4G $33.88 |
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Corasir XMS2 DDR2 800 3x1 3GB Desktop Gaming Performance Memory CM2X1024-6400 $30.00 |
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Adaptec AHA-2940 Ultra High Performance UltraSCSI for Desktops & Servers $14.99 |
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VisionTek Performance 2GB DDR3 Desktop Memory RAM $14.99 |
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PC Pitstop Optimize Desktop & Notebook Performance Accelerator Software | 5 PCs $19.99 |
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Ramsta DDR3-1333 high-performance desktop memory card 2G $19.88 |
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Genuine Dell USB Performance Keyboard For Desktop and Notebook Systems SK8125 $14.99 |
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NEW Belkin N1 Wireless Desktop Card High Performance N1 Mimo $9.49 |
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Diskeeper 7.0 Desktop/Workstation PC CD hard drive disk defragmenter performance $10.19 |
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GEIL 512MB (256MBX2) DDR400 Desktop Memory USED WORKING High performance $10.00 |
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H7445 Dell Heatsink & Shroud Performance Optiplex 520 Desktop Assy Opt Gx520 Dt $33.95 |
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Coby CSP62 Hi-Fi High Performance Desktop PC Subwoofer Speaker System + WARRANTY $8.99 |
Additional information resources on Performance Desktop
Desktop Support Desk Best Practices - The Eight Essential KPIâs for World-Class Performance by metricnets
Introduction
When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support.
In this article, MetricNet, a leading source of online benchmarks and a pioneer in Desktop Support benchmarking, identifies and defines the eight most important performance metrics for Desktop Support.
The Mighty Power of Metrics
The true potential of Desktop Support KPIâs can only be realized when they are used holistically, not just to measure performance, but also to:
'Track and trend performance over time
'Benchmark performance vs. industry peers
'Identify strengths and weaknesses in Desktop Support
'Diagnose and understand the underlying drivers of performance gaps
'Prescribe actions to improve performance
'Establish performance goals for both individuals and the Desktop Support organization
In short, performance measurement and management is a critical discipline that must be mastered for any Desktop Support Organization that aspires to world-class performance.
The Eight Essential Metrics for Desktop Support
The average Desktop Support organization tracks fewer than 5 KPIâs. However, there are literally hundreds of KPIâs that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant â at best!
When it comes to KPIâs for Desktop Support, less is more! The eight that really matter are as follows:
'Cost per Ticket
'Customer Satisfaction
'Technician Utilization
'First Contact Resolution Rate (incidents)
'Mean Time to Resolve
'% Resolved Level 1 Capable
'Technician Satisfaction
'Balanced Scorecard
These eight metrics represent the 80/20 rule when it comes to Desktop Support performance: 80% of the value you receive from performance measurement and management in Desktop Support can be derived from these eight simple metrics!
The Eight Desktop KPIâs Defined
How do we know that the eight KPIâs listed above are the most important? Is it a hunch? Suspicion? An academic exercise? No, itâs none of the above. We know that these are the eight metrics that matter most because the empirical evidence from hundreds of Desktop Support benchmarks supports this conclusion. But let us explain why these metrics are so critically important.
One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. In fact, I would argue that cost and quality are the only two things that really matter. In Desktop Support, the most effective cost metric is Cost per Ticket, and the best indicator of quality is Customer Satisfaction. With this premise in mind, itâs relatively easy to come up with the next four metrics on our list: Technician Utilization, First Contact Resolution (FCR) for incidents, Mean Time to Resolve (MTTR), and Technician Satisfaction.
Earlier in this article, we mentioned the importance of using metrics as a diagnostic tool to improve performance. So we have to ask ourselves, if customer satisfaction is one of the âfoundation metricsâ in the Desktop Support, how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?
Well, it turns out that customer satisfaction is affected by a whole range of other performance variables, including Average Response Time, and Average Work Time per Ticket, to name just a few. But the three biggest drivers of customer satisfaction â by far â are First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and Technician Satisfaction.
Nine times out of ten when customer satisfaction needs to improve, this can be achieved by increasing FCR and Technician Satisfaction, and decreasing the MTTR. This is why world-class Desktop Support organizations pay so much attention to these metrics. They engage in a variety of tactics to continuously improve these metrics, including technician training, effective workforce management/scheduling, and technician incentives tied to improvements in FCR and MTTR.
But what about Cost per Ticket, the other foundation metric in the Desktop Support? It is common knowledge that labor, i.e. personnel, is the single biggest expense in Desktop Support. In fact, for the average Desktop Support organization, 74% of all costs are labor related: salaries, benefits, incentive pay, and contractors. By definition, then, labor costs are the greatest lever we have to manage the Cost per Ticket.
The best measure of labor efficiency is Technician Utilization. Because labor costs represent the overwhelming majority of Desktop Support operating expense, if Technician Utilization is high, the Cost per Ticket will inevitably be low. Conversely, when Technician Utilization is low, labor costs, and hence Cost per Ticket, will be high.
The next KPI on the list of âmust haveâsâ is % Resolved Level 1 Capable. This metric is a proxy for Total Cost of Ownership (TCO), and is a critical measure of overall End-User Support effectiveness. Without this metric, it is very possible for both the Desktop and Level 1 Service Desk to achieve a low Cost per Ticket, and hence appear to be very efficient, but in fact be driving a very high TCO. Specifically, if Desktop Support is achieving a low Cost per Ticket by handling a significant number of contacts that could/should be resolved at Level 1, this will dramatically increase end-user support TCO.
The average for this metric worldwide is more than 20%. That is, more than 20% of all tickets resolved at Desktop Support could have been resolved at Level 1! This is a stunning observation, and represents an opportunity to dramatically reduce the cost of Level 2 Desktop Support, and the total cost of end-user support (TCO) for most organizations.
The next metric, Technician Satisfaction, is strongly correlated with many other metrics in Desktop Support. High levels of Technician Satisfaction lead to lower turnover, lower absenteeism, lower work times, and higher First Contact Resolution Rates. These, in turn, result in lower Cost per Ticket, and higher Customer Satisfaction.
Progressive Desktop Support organizations therefore measure Technician Satisfaction at least twice per year, and take steps to ensure that they are maintaining high levels of Technician Satisfaction. Specifically, World-Class Desktop Support organizations provide training, career pathing, and coaching for their agents at well above industry average levels. This, in turn, leads to high levels of Technician Satisfaction and morale.
Understanding the interrelationships of the key Desktop Support KPIâs is important, for it provides a roadmap for managing and affecting change in the organization. If your Cost per Ticket is too high, for example, the first place to turn for a remedy is Technician Utilization. Likewise, to improve Customer Satisfaction, the metrics that will affect the desired change include FCR, Technician Satisfaction, and MTTR.
We have now discussed seven of the eight metrics that are most important for managing Desktop Support. What about the eighth metric? What is the Balanced Scorecard, and how do we create one? Can a single measure really tell us the overall performance of our Desktop Support organization? The answer is yes, and we do this by aggregating a number of measures to come up with a combined, overall score for Desktop Support.
MetricNetâs research shows that establishing a single, overall score for your Desktop Support organization is critical. We call this measure the Balanced Score because it truly does communicate a balanced picture of Desktop Support performance. This is a mechanism that utilizes the key metrics tracked by Desktop Support such as Cost per Ticket, Customer Satisfaction, and Mean Time to Resolve, and aggregates them into a single, all-inclusive measure of Desktop Support performance. Due to space limitations, the mechanics of creating a Service Desk Balanced Scorecard are addressed in a separate whitepaper authored by MetricNet.
The authors of this article, Jeff Rumburg and Eric Zbikowski, are both Managing Partners at MetricNet, the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide.
Article Source: http://www.earticlesonline.com/Article/Desktop-Support-Desk-Best-Practices---The-Eight-Essential-KPI---s-for-World-Class-Performance/770756
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