IT Cost Management for Service Desk Consolidation and Cost Optimization

You can’t calculate the cost of a service desk by adding up the cost of the front line people responding to incoming inquiries. There are many cost drivers including service desk applications, tier 2 and tier 3 personnel who must support the help desk but are accounted for in different organizations, levels of service guaranteed, facilities, hardware, software, communications, and more. With this complex range of cost drivers to be understood for each of the multiple service desks in the enterprise, full cost visibility is vital to make smart decisions about consolidation and optimization.

Gain Full Visibility into the Cost of the Service Desks

If you have ever struggled to reduce costs while continuing to meet business requirements, our IT Cost Management solution can answer key questions including:

What are low cost and high cost service desk locations for comparable types of tickets?
What amount of service desk support is each business unit consuming?
Which applications are the most costly to the service desk?
How much money could we save by offering a longer response time to service desk inquiries?

Optimize Service Desk Costs

For the teams responsible for the service desk, visibility into costs delivers immediate savings. The ability to compare utilization and service levels with cost is a great enabler for decisions including:

Identify Highest Cost Service Desks – Our IT Cost Management solution delivers full visibility into the cost of all service desks by geography, application, business unit, and more to identify areas with potential for significant optimization.
Identify Consolidation Opportunities –Our IT Cost Management solution will uncover the service desks that have low number of calls per FTE and high cost per call. These can then be merged into or replaced by more efficient operations.
Report on Actual Cost of Service Desk Usage –Our IT Cost Management solution delivers full transparency into the cost of the service desk to both corporate IT and the business units that must pay for them. Fact-based conversations about cost are enabled using a common language.

Out-of-the-Box IT Cost Management

Our unique technology delivers the visibility into costs needed to optimize and consolidate service desks. Only our IT Cost Management solution :

Analyzes “what-if” scenarios to estimate savings from service desk consolidation
Measures service desk call volume, costs and performance across service desks and compares results over time and across locations to identify areas for optimization
Provides service desk efficiency reports and drilldowns for key metrics including CPU per FTE, calls per FTE, ASTA, AR, FCR, ACD and the cost associated with every level

Attend a Free IT Cost Management Workshop