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The Economic Impact of Support

What’s Your Value Proposition?

Most IT departments can tell you how much they spend on support.  But very few can quantify the economic impact of support.  The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.

In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs.  Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver.

The Dilemma of IT Service and Support

I have spent more than two decades working in the IT service and support industry as a consultant, author, and speaker.  Much has changed since I first heard the term “help desk” more than 20 years ago.  But one thing that hasn’t changed is that most IT service and support organizations are still viewed and managed as cost centers.  Simply put, a cost center is responsible for managing its costs, but is not responsible for generating revenue, profits, or making investment decisions.

Being a cost center carries with it a number of negative connotations.  It suggests that little if any intrinsic value is being created by IT service and support, and that they cannot be trusted to use their resources wisely.  It is therefore no surprise that many service and support organizations feel that they lack adequate resources, as well as the management commitment and backing to deliver consistently high quality results.  Moreover, support organizations that do lack adequate resources tend to operate tactically, often lurching chaotically from one crisis to the next.

Fortunately there is an alternative; a proven approach that can transform your tactical support group into a strategically focused organization that creates demonstrable value for the enterprise.  In order to embark upon this transformation one must understand and clearly articulate a value proposition for IT service and support.

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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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