ROI of Support | Part I
Each month MetricNet highlights one Key Performance Indicator for the Service Desk or Desktop Support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause/effect relationships for the metric. The purpose of this column is to familiarize you with the Key Performance Indicators that really matter to your support organization, and to provide actionable insight on how to leverage these KPI’s to improve your performance.
This month we begin a two part series on Return on Investment for service and support. In part 1 I define how value is created in IT service and support. In part 2, I will go through a case study that calculates the ROI for a particular support organization.