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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:

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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