Posted: Mon Mar 19, 2007 7:21 am Post subject: ITIL Service Desk Business Case
We've had significant turmoil regarding the acceptance of ITIL in the past. I now have a new boss that is currently onboard, but I need help building a business case for the Service Desk.
Has anyone here written a business case for the Service Desk? I don't have much experience with business cases in general as I spend most of my day managing operations, but I'm convinced that 2 people will not a service desk make. Not when they're the ones responding to people in the field.
With every business case, make sure the requirement is captured rather than the request; not just "I want a CD writer" but "I need a CD writer in order to..."
In your case, I think you need to first establish what sort of support the company wants. Is 24hr cover needed or only 9-5? How will you cover holiday and sickness? Usually 3 people is a good number - if one person is on holiday and the other has eaten a bad shrimp then you're in trouble.
Don't forget to talk to your support guys you already have - they can really help you get an idea of the level of calls the service desk people can be expected to get; although once you have a service desk, the level of calls will initially peak once people have a central place to whinge at.
Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Wed Oct 10, 2007 10:07 am Post subject:
Unfortunately, a real Business Case will revolve around a detailed cost justification, as this is the only thing that most experienced leaders will positively react to. Soft Saves are considered "wild goose chases" and you'll have to focus on the Hard Saves, that have tangible return, for your analysis to get any real form of respect.
In order for it to make a solid impact on your leadership, you will have to show:
"Exactly" what you're trying to achieve
Why you're trying to achieve it
How long before it will all be achieved
Detailed Cost to Implement, One Time, With a Detailed Investment Breakdown
Detailed Cost to Own, Year-Over-Year, With a Detailed Investment Breakdown
Year-Over-Year Savings, as Applied to All Key Expense and Capital Areas
Break Even Analysis, With a Clear Break Even Point
After you have all of this (and only after you have this), which clearly represents what are considered "Hard Savings", you can then clearly also show the soft saves (e.g. Smaller Footprint to Manage, Faster Time to Service, Faster Time to Resolution, Higher Customer Satisfaction, Better Data Analysis and Exploitation, etc.). However, if you can't provide a clear and solid Cost Analysis, the rest of this will most likely fall on deaf ears.
Anyhow, I hope this all helps.
Good luck with your effort.
Frank Guerino, CEO
On-Demand ITIL Platform
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