In a previous blog I wrote about the need for a high performance Service Desk. So what do we get in terms of business benefit? The value statement in IT terms is reduced re-work, less down time, better utilization of higher cost resources (knowledge management), increased stability, reliability, availability and predictable levels of IT services. So the question is how do we effectively communicate the business benefit of our support efforts? The goal of course is to align our IT metrics to the business benefit and define that benefit with language the business can relate to and understand.
- Average speed of answer.
- First Call Resolution.
- Average Escalation Duration.
- Total # of incidents recorded by: Service, CI, Assignment team.
- Less down time, lower abandon rate, quicker speed of answer.
- Less down time, lower abandon rate, greater use of knowledge bases.
- If the phone is being answered quickly the caller is more likely to stay on the line for help. Caller’s issues can then be resolved and they can return to creating business outcomes that much sooner. Frustration is also reduced. Increased customer satisfaction. Satisfied customer return to reuse additional services.
- Caller is back to work sooner creating business outcomes. Greater satisfaction with services rendered. More likely to utilize this single point of contact for future issues. Satisfied customer recommend services to others. Market share grows organically.
- When issue is not resolved by level 1 analyst, faster response time by level 2 speeds path to resolution and reduces downtime experienced by caller. More efficient use of higher level resources. Focus on proactive activities, planned work as opposed to unplanned work.
- Properly analyzed information will result in corrective actions to be taken resulting in greater availability of services and greater reliability.
- More confidence in Service Desk capabilities, greater likelihood caller will use Service Desk again, less hallway muggings, greater effectiveness in use of resources, increased employee morale.
- More confidence in Service desk capabilities, increased lines of communication between business and IT, more effective use of limited resources. Reduced cost per resolution.
- More confidence in Service Desk capabilities, greater sharing of knowledge between technical groups. Less need for rediscovery of previously known knowledge. Callers will tell coworkers of positive experience, more efficient use of resources, less rework.
- More confidence in IT capabilities. Encourage greater use of delivered services and expansion of Service Catalogue. Earlier inclusion of IT in Project Management.
Above is an example of how we can begin to transform our IT centric reports into a more business focused direction. This will allow greater understanding cooperation and alignment of Business and IT strategies.
For more information on IT Service Management: http://www.itsmacademy.com/resourcecenter