The Role of IT Support in CIO Career Success
The CIO’s Service and Support Imperative
The Role of IT Support in Your Career Success
The IT industry is being transformed by numerous forces that have profound implications for end-user support. From virtualization to the pervasiveness of mobile devices, the dynamics affecting user support present both challenges and opportunities for CIO’s. Those savvy enough to take advantage of these trends have an opportunity to create economic value for the enterprise, while simultaneously enhancing their career success.
The Paradox of IT Support
Less than 5% of corporate IT budgets are spent on support, including the level 1 service desk and desktop support. As a result, many assume that support has little impact on the overall success of an enterprise. An increasing number of progressive organizations, however, have discovered that IT support represents a rich source of untapped value, and offers the potential for benefits far beyond that suggested by a 5% line item in a budget. These industry leaders have proven that when managed effectively, support can generate positive ROI, and drive high levels of IT customer satisfaction for the enterprise.
The key to unlocking the hidden value in support comes from understanding three little known but critically important facts: