Before presenting the IT Service and Support budget to the executive team, know which items are critical to the 2016 service desk success and what items can take a backseat. By having these in mind before approval time, the IT service and support organization will know what battles they need to win, making budget season less stressful and more impactful.
It’s a wide known fact that capital expenditures are risky, especially when it comes to the ever changing tech industry. This is why more often IT service and support organizations are saying “yes” to operating expenditures. Moving IT services and softwares to the cloud is enabling IT to eliminate expensive capital costs (with the benefits potentially never coming to fruition) by embracing a more predictable subscription model with much more predictable operating expenses.
The Cloud. Infrastructure downtime costs businesses thousands of dollars each year, causing potentially lost revenue and damaged reputations. By budgeting a move to cloud services into the annual budget, IT Service and Support has the opportunity to virtually eliminate downtime and lessen the burden of managing a vast and possibly unruly IT infrastructure. Most cloud providers are better capable of providing a solid, stable IT infrastructure than many business IT departments because cloud providers have top of the line equipment and possess the absolute best talent. As mainframes and other hardware begin to age and become less reliable, IT Service and Support will lead organizations in cutting capital costs and moving to the cloud instead of making more gigantic investments in hardware.
The standard for IT service and support has been to track and trend performance, then identify strengths and weaknesses. The service desk should be taking it to a new level for the overall business by not only measuring and sometimes diagnosing, but also by determining how to fix the weaknesses and take action. Performance metrics are an avenue to continuous improvement and can perpetuate strength in not only the IT service and support organization, but throughout the enterprise.
Service Levels. Agent performance KPIs and metrics are interconnected to the annual IT budget. Analyzing these numbers will show where costs can be cut or where investments should be made when it comes to the team. Service levels need to be measured and understood, especially if they become too aggressive. Aggressive service levels don’t always mean high customer satisfaction. Is the IT service and support team over staffed just to meet service levels? Making adjustments based on service levels will increase agent utilization while decreasing cost per a contact.
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 at Samanage. 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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