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Community > Blog > Can you demonstrate the value of your IT Department?


Revelation Helpdesk Community Blog Posts

Can you demonstrate the value of your IT Department?

In the last post we demonstrated how Revelation Helpdesk supported Forrester Research’s Top Ten IT Service Management Challenges for 2012 by helping you provide cost transparency for your support organization. Now we are going to move on to point #2 – the value demonstration.
 
The value demonstration will be different for internal support organizations (support their employees, don’t typically bill for their time) and external support organizations (support external companies and typically bill for their time). Today we will focus on internal support organizations.
 
Most departments either provide a direct or indirect value to the company. Typically IT support services fall into the latter, seen as an administrative tool necessary to the operation of the firm but not providing a direct value. This is going to change in 2012.
 
Take for example your sales and/or marketing departments, responsible for gaining new customers and maintaining a strong relationship with existing ones. They are critical to the success and growth of your company. As a result your CFO pays very close attention to concepts like “Customer Service Value” and “Cost per Contact” while at the same time having no clear understanding of “Reduced Average Hold Times, ”First Contact Resolution,” and “Improved Abandonment Rates.”

Your job is to link the two ideas together. The IT department helps keep the “Cost Per Contact” low by keeping the sales and/or marketing systems running smoothly. If an increased IT expenditure (hardware / software / training) will reduce average response times and increase first contact resolutions for critical departments then it is more likely to get approved.
 
Revelation’s built in cost transparency tools will help you provide a clear value demonstration to the CFO and move you out of the “indirect value” group.
 
For a personalized online walkthrough of Revelation Helpdesk’s powerful features – please contact us at 866-738-3366 or sales@yellowfishsoftware.com.
Posted: 2/3/2012 1:23:18 PM by Oksana Bachuk | with 0 comments


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