http://www.itil.org.uk/sm-cost.htm ITIL Cost vs 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
http://www.itil.org.uk/sm-cost.htm
ReplyDeleteITIL Cost vs 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