Providing IT service desk services within an organization isn’t cheap and the numbers just keep adding up. According to Gartner, users log a service desk ticket 1.2 times every month. Now, consider that — on average – these end user contacts with an IT service desk cost businesses between $18 and $75, depending on the nature of the call and the seniority of the analyst involved.
So even in a modest sized business of 500 employees, service desk support can drain over $25,000 from the budget every single month – that’s more than $300,000 annually.
Gartner also reports that end user requests for fairly simple IT installs, moves, adds, or changes account for between 5% and 18% of all service desk tickets. That’s a lot of money and time being wasted on issues that can be automated and more efficiently managed using SAManage IT Self Service software.
IT Self Service Software: Saving Time Means Saving Money
Most users today are pretty “tech savvy”. Think about it. Who among us hasn’t become accustomed to instantly downloading our own movies, music, or game applications to personal computers, notebooks, or Smartphones? Accessing the self-service portal of a cloud-based IT helpdesk would not be a completely foreign concept. Truth be told, most of us would probably prefer the speed and convenience of being able to automatically fulfill many of our own routine IT requests online.
By using SAManage IT Self Service software, your organization can start automating the entire service desk process, which delivers several time-saving/money-saving benefits.
Reducing Incoming service desk Call Volumes
With SAManage, end users can address their own minor issues; discover the status of their tickets in progress; or even shop for their software or service needs via a customized, online IT catalog. An IT service catalog provides a detailed description of all the technology services that are available to your users. With an IT service catalog in place, IT teams can begin optimizing service delivery, reducing support-related costs, and improving communication with end users.
A self-service IT helpdesk can also help your IT team eliminate the need to answer, log, and process dozens of repetitive and routine calls. In fact, experts at Computerworld magazine believe that a well-designed self-service IT service desk system, like SAManage, can result in an initial 10 to 20 percent decrease in call volumes.
Improving IT Resource Allocation
With SAManage IT Self Service Software, your valuable IT staff can spend the majority of their well-compensated time on more complex, mission-critical projects and business objectives.
Reducing Overall Support Costs
By streamlining and automating your IT support processes, you can improve staff productivity and enable your teams to work smarter – not harder. For example, with SAManage, when end-users request new services through the self-service portal, these tickets appear as new items in your service desk. That way, your IT team can easily manage them from a single screen.