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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 joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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