The old days when service desks needed only to understand technology and little else are long gone. Today’s desk must appreciate how it fits the larger goals of the business and must demonstrate its value.
While metrics are an important part of analyzing the business value of your operations, financial management allows you to get a handle on all costs associated with the service desks and demonstrate a return on investment (ROI).
Download this white paper from the Service Desk Institute (SDI) to get a clear step-by-step understanding on how to assess your support organization’s costs, benefits and full ROI.