Service Desk staff ‘in the dark’ about call costs
The great majority of respondents in the European survey, carried out by global Help Desk and IT Service Management software supplier Axios Systems (www.axiossystems.com) and the Help Desk Institute Europe, were unable to provide a figure for the average fully loaded cost per call to the service desk.
Estimates given by those who gave a figure varied wildly, ranging from several pence to £100 per call.
“The main reason seems to be that support staff’s ITSM solutions cannot tell them what the cost per call is. This is a vital core figure yet support staff are generally in the dark about it,” said Neil Whyte of Axios Systems. “In many cases they simply do not have the measurement mechanisms incorporated in their service desk tool.”
He added that IT management might know the cost as part of their Key Performance Indicators (KPIs) but the information and its significance were possibly not being made available to those whose daily tasks are vital in keeping the cost down.
“Financial Management for IT services is a key element of successful IT Service Management,” Whyte went on. “Done properly, it can provide the essential Management Information to ensure an organization’s IT services are run efficiently, economically and cost-effectively. Relevant information should be made available to Help Desk staff through mechanisms in the tool they use each day.”
Axios Systems’ core solution, assyst, allows measurement of how long each call takes to resolve during its entire lifecycle, and the equivalent cost of doing so.
Implementing assyst for financial management raises awareness of what services actually cost, helps staff understand cost implications due to lack of service, provides accurate budgeting for providing IT services, enables calculation of Total Cost of Ownership (TCO) and Return on Investment (ROI), and ensures IT costs are accounted and recovered in a fair manner.
Axios Systems has been voted the UK’s top Help Desk software vendor by the HDI Europe three times in succession, and was the first organization in the world to achieve certification in BS 15000, the world’s first formal standard for IT Service Management.
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.