Posted: Sun Jan 30, 2005 7:30 pm Post subject: Service Desk Cost Benefit
It seems that our major problem with our IT Service Management now is that we do not have a single point of contact for users, and service related information is stored in various locations by various methods.
Each team in IT has their own way of handling incidents and problems, and the data is not easily shared, and is not visible to management. It is impossible to get a clear view about how incidents and problems that affect multiple teams are really handled wing to wing.
We want to get everyone using the same methods, terminology, and format for storing information when it comes to Incident and Problem management.
When launching this project, I need to be able to show how organizing this information will benefit the organization from a financial point of view...
I guess some how I could relate this back to improved efficiency in solving incidents, and eventually with problem management reducing the total number of incidents which occur... But how to put a quantitive value on this?
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