Skip to main content

Defining Business Benefit

Image
By
In a previous blog I wrote about the need for a high performance Service Desk with the value proposition being reduced re-work, less down time, better utilization of higher cost resources (knowledge management), increased stability and predictable levels of IT services.  In order to deliver this value, we must effectively communicate goals and business benefits in a language that the business finds relevant and meaningful.   Consequently, metrics and reporting should reflect business outcomes and business needs.

IT Support Metrics
  • Average speed of answer.
  • First Call Resolution.
  • Average Escalation Duration.
  • Total # of incidents recorded by: Service, CI, Assignment team.
IT Goal
  • Less down time, lower abandon rate, quicker speed of answer.
  • Less down time, lower abandon rate, greater use of knowledge bases.
  • Less Down time, predefined escalation paths, greater cooperation between technical resources.
  • Precise picture of which services and Cis, having the greatest impact on the organization. Capture of repeatable information and knowledge. Established ability to direct limited resources to permanently resolve underlying problems. SLAs can be met.
Business Benefit
  • 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.
  • 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.
  • When issue is not resolved by level 1analyst, faster response time by level 2, speeds path to resolution and reduces downtime experienced by caller.
  • Properly analyzed information will result in corrective actions to be taken resulting in greater availability of services and greater reliability.
Organizational Benefit
  • 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.
Labels:

Comments

Post a Comment

Popular posts from this blog

Four Service Characteristics

By
Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.”  Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...
Post a Comment
Read more

What is the difference between Process Owner, Process Manager and Process Practitioner?

By
This article was originally published in 2015. With the Introduction of ITIL 4, some of the concepts have changed in ways that are described below. ITIL 4 has also introduced new roles, as explained in our blog ITIL 4 and the Evolving Role of Roles . Before we dive into the difference between these roles, let’s first look at a key update in ITIL 4 – the shift from processes to practices. ITIL 4 has evolved to focus on holistic practices vs. isolated processes. By definition, a practice is a set of organizational resources designed for performing work or accomplishing an objective. For example, the purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. All organizations recognize the need to allocate resources to the management of incidents and mature their capabilities in that area. In ITIL 4, each practice includes resources based on the four ...
1 comment
Read more

What Is A Service Offering?

By
The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group.   As a service provider, we can’t stop there!   We must know what the contracts of our service offering are and be able to put them into context as required by the customer.     Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include:     Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods.   Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you.   You the consumer own these and they are yours to take with you.      ...
Post a Comment
Read more