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As IT increasingly permeates business, the role of the service desk is also expanding. Competing with other hardware and software investments, the pressure on the IT services team to do more with less is more than ever before. This scenario leaves the modern CIOs to rethink their ITSM strategy from an ROI, payback and value perspective from time to time.
In this paper we aim to help you evaluate your service desk to identify ineﬃciencies, value blockers, and hidden cost contributors. Is your service desk investment paying oﬀ? Is your service desk delivering business value? Are you incurring costs that are not in your control? This paper will enable you to dig deeper and ﬁnd answers to such key questions that will help you run a world-class ITSM function.
Based on our experience of working with businesses that have turned around their IT service management, we’ve put together a list of 5 signs that indicate it’s time to re-evaluate your ITSM strategy with a focus on value.
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