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In this workshop, MetricNet will present a straightforward yet powerful methodology for using ROI to transform your cost center into an internal profit center, and gain a competitive advantage in IT Service and Support.
Workshop Date and Format:
This workshop will be scheduled to meet your requirements and will be presented remotely through a video conferencing tool (e.g., GoToMeeting or Microsoft Teams). This is a private event, so only those from your organization will be in attendance. The resources listed below will be delivered via email prior to the workshop.
MetricNet does not limit the number of attendees from your organization. The workshop will be presented live and recorded so that those that are unable to attend can do so at their convenience.
Tools and Resources Included:
– 90-minute virtual workshop with extensive Q&A encouraged by MetricNet
– MetricNet’s proprietary Service Desk ROI Calculator – based on industry benchmarking data (in Excel format)
– Whitepaper: The ROI of Service and Support – A Profit Center Model
– Expert guidance on how to transform your cost center into an internal profit center and gain a competitive advantage in IT Service and Support!
Functional Area and Geography:
This workshop is available for service desks worldwide.
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 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 center into a strategically focused, internal profit center that creates demonstrable economic value for the enterprise. In order to embark upon this transformation, one must understand and clearly articulate the ROI of service and support. While this may take some out of their comfort zones, the alternative – a tactical, subsistence-level support organization – should be motivation enough to overcome any hesitancy you may have about calculating and boldly communicating your ROI. This is crucial if you wish to transform IT service and support from a tactical cost center, into a strategic source of value creation for the enterprise.
Additionally, you will receive MetricNet’s proprietary Service Desk ROI Calculator. Using this tool, we will guide you step-by-step through the process of calculating your ROI. Is your ROI greater than 100%? Congratulations! You’re an internal profit center, and your company should be willing to make additional investments in the service desk! Is your ROI less than 100%? Then you’re an internal cost center, and the workshop will provide guidance on how to transform your service desk cost center into a profit center.
North America, Europe, Latin America, APAC, EMEA
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Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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