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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…

Keywords
Service Desk, Desktop Support, CIO, CIO Career Success, IT Support, IT Service
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Jeff Rumburg | MetricNet
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