Improving TPE, ART, and RHEM with MainSpring
MainSpring’s IT support model eliminates the hidden costs plaguing your organization.
A proactive IT solutions provider will strive to affect your bottom line in measurable ways by monitoring and improving on the efficiency of your IT engagement.
With our ProSuite model, we can ensure decreases in tickets per endpoint (TPE), average resolution time (ART), and reactive hours per endpoint managed (RHEM).
Tickets per endpoint (TPE)
- The math: Take the total number of tickets submitted tothe Support Centre over the last 30 days and divide it by the total number of workstations and servers. For example, if an organization submitted 120 tickets and has 25 supported workstations and five servers, their TPE is 4 (120 divided by 30). The industry average for an organization with a reactive IT support model is 2 tickets per endpoint.
- What it measures: Productivity (or availability)
- The MainSpring difference: MainSpring’s goal for each organization is between .2 and .5 TPE.
Average Resolution time (ART)
- The math: In reference to the previous example, if an organization submits 120 service requests and it takes 240 hours in total to resolve the set of tickets, ART is 2. The industry average for an organization with a reactive IT support model is 1 ART.
- What it measures: Control over the organization’s environment and support efficiency. It is a direct reflection of how well the IT support team documented the organization’s environment and how well the systems work to quickly resolve issues.
- The MainSpring difference: MainSpring’s goal for each organization is between .2 and .5 ART
Reactive hours per endpoint managed (RHEM)
- The math: This metric considers the entire number of hours of support provided by the support team divided by the total number of endpoints. Using the example provided, that’s 240 hours divided by 30 endpoints, giving the organization a RHEM of 8. The industry average for an organization with a reactive IT support model is 2.5.
- What it measures: Productivity (or availability)
- The MainSpring difference: MainSpring’s goal for each organization is between .2 and .5 RHEM
Buying the right IT equipment
IT equipment is a major cost for most organizations. We work with our clients to ensure that equipment is purchased based on its value to increase the compliance percentage or that dated equipment is proactively replaced to reduce TPE, ART and RHEM.
Filling in the gaps of “knowing what you don’t know”
Simplified and informative IT Road Maps and plans give you the ability to see a defined direction and utilize decision making based on real data coupled with strategic and informed strategic IT management.
Security/business continuity
Process, security section compliance, policy, and procedure around employee onboarding, off-boarding and data protection create a more secure environment.
The organization’s vCIO will assure this as part of overall compliance to best practices. The affect on your bottom line is measurable and improves as you continue your engagement with a proactive IT firm like MainSpring.
Risk & exposure
Thorough technology audits based on industry best practices help protect your organization from risk & exposure, no matter the size.
Keeping people in the correct job role
From service request feedback to managing vendors, your organization is positioned better to make IT decisions that impact the organization by leveraging the right IT partnership within Mainspring, instead of delving into the weeds and managing an IT vendor.
Protecting against “shadow costs” of future hires
The scalability exercises that your organization’s vCIO conducts after their compliance exceeds 80 percent ensures that the organization’s staff is both productive and efficient, further maximizing your IT investment. Avoid adding human capital by doing more with the same or less!
Let’s discuss how we can help reduce your IT costs.
Back to IT Managed Services Page
