What?
Analysis
We analyse ticket data from the service management system and collect information on IT support costs and the number of users.
Improvement potential
We identify improvement potential, based on comparisons to market data.
Focussed action
We identify improvement opportunities and focussed action with expected results within a 1 year timeframe. Examples: focussed contract renegotiation, reducing ticket volumes, improving ticket routing, applying cheaper resolution methods, implementing self service and 1st line optimization, etc.
Why?
- Improvement potential in the IT support area is often substantial;
- Suppliers are often unable or unwilling to identify and implement structural improvements by their own initiative;
- Client organisations are often fully occupied by daily issues, thereby lacking time to focus on structural improvements.