Increasingly walls are coming down and IT is becoming infused into the business. It’s time to truly understand that IT isn’t just IT anymore. IT service and support is now very much becoming a part of the business, and the business is looking to the service desk to see how it can help the organization become more productive in every corner of its operations. The IT service and support organization has a golden opportunity to demonstrate increased ROI, while also reducing costs across the board (not just in IT). Profitability is the ultimate goal of any business, and IT service and support can now become a contributing player to the overall fabric of the organization.
Taking a holistic view of the overall business strategy of the organization and identifying what expanded roles IT can play can be absolutely transformative to IT organizations and the enterprise as a whole. Once there is an understanding of the initiatives where IT can make a difference, it’s time to align the IT resources to the annual budget. IT’s budget doesn’t have to fit the “fixed” perception that many have come to believe.
Service Discovery. IT service and support can work with the different stakeholders throughout the organization to discover more about the services they are providing and take the lead by developing a meta description of the services offered throughout the company, including service description, approval processes, and time to deliver. The service desk can take it a step further in their budgeting process by creating a service discovery book and streamlining the implementation of services through a service catalog and automation for services offered across the entire organization.
Shared Costs. Smart IT managers and directors will drive their solutions into other departments to help create shared costs. If another department is using a piece of equipment, software, or solution, there is no reason that the full cost should fall on the shoulders of the IT service and support budget. If it is helping the greater good of all departments, it makes sense to uncover the cost, determine the percent of shared usage, and cross the departmental boundaries to share costs appropriately.
Security. 2014 and 2015 were busy when it comes to corporate security, from credit card data breaches to targeted attacks to all forms of malware. The IT service desk has taken note for 2016, with one third of Samanage customers saying approximately 20% of their annual IT budget will be focused on security and security upgrades. BYOD, remote workforces, and multi-office operations are all growing factors that should be taken into consideration as an IT services budget is created. If the IT service and support organization elects to move to the cloud services, much of the worry, cost, and time associated with internal security can substantially relieve the internal staff and transfer the security requirements to the service providers.
Download the guide, Your Best ITSM Budget Ever, to help you get started, along with the fully functional Samanage ITSM Budget Calculator, a Microsoft Excel spreadsheet tool.
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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