Cost / Benefits
COST:
- Personnel – to man Service Desk (Set-up and ongoing)
- Accommodation – Physical location (Set-up and ongoing)
- Software – Tools (Set-up and ongoing)
- Hardware – Infrastructure (Set-up)
- Education – Training (Set-up and ongoing)
- Procedures – external consultants etc (Set-up)
BENEFITS:
- Improved Customer Service perception and satisfaction
- Increased accessibility through a single point of contact, communication, and information
- Better-quality and quicker turnaround of customer requests
- Improved teamwork and communication
- Enhanced focus and a proactive approach to Service provision
- A reduced negative business impact
- Better managed infrastructure and control
- Improved usage of IT support resources and increased productivity of business personnel
- More meaningful management information to support decisions.
One key benefit of a Service Desk is the provision of management information;
- Staff resource usage
- Service deficiencies
- Service performance and target achievement
- Customer training needs
- Associated costs