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AUTOMATED SELF-SERVICE CAN HELP YOU DRAMATICALLY REDUCE HELP DESK COSTS WHILE ADDING VALUE
AUGUST 2010
ABSTRACT: This whitepaper sets out the 1E view of how organizations could dramatically reduce help desk costs and increase the value that the IT help desk delivers to the business by empowering end users to search for, find and download the applications they need, when they need them
All rights reserved. No part of this document shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without permission from 1E. No patent liability is assumed with resp ect to the use of the information contained herein. Although every precaution has been taken in the preparation of this document, 1E and the author s assume no responsibility for errors or omissions. Neither is liability assumed for damages resulting from the information contained herein. The 1E name is a registered trademark of 1E in the UK, US and EC. The 1E logo is a registered trademark of 1E in the UK, EC and under the Madr id protocol. NightWatchman is a registered trademark in the US and EU.
Contents
Efficiency, effectiveness and value for money..3 Cost versus value...4 Reduced costs AND added value.5 You could start saving money next week.....7 References8
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freeware, the download can begin almost immediately. The user can, literally, receive their software in a matter of minutes, rather than waiting hours or even days. And Shopping can also be extended to handle requests for other resources just as easily as software, for example to allow users to request desk top power policies, new hardware or even replacement printer cartridges. IT self-service solutions like Shopping do not reduce the number of requests that end user make, but they do push those requests away from IT help desk staff, greatly reducing the number of calls and requests that the team deals with, dramatically cutting costs while also ensuring they add real value to the organization. And rather than just taking our word for it, consider the very real case of Syngenta, a 25,000 user business with operations around the world, who first deployed Shopping five years ago. With each support call costing between $30 and $50, Syngenta needed to make real cost savings but without compromising on the quality of help desk support. Shopping now handles around 3,700 user requests per month and has cut help desk support costs by 3 $148,000 a month ($1.7m a year), saving over 50,000 hours of help desk support time .
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References
1 IT Metrics: IT Spending and Staffing Report, 2010, 22 January 2010 | Gartner ID Number: G00173877 2 Driving the Adoption of IT Self-Service, 4 February 2010 | Gartner ID: G00173790 3 Shopping from 1E helps Syngenta save over $4.4m by implementing on-demand user self-service 1E Case Study, July 2010 4 Do You Have the Right IT Service Desk Staffing Ratio?, August 2009 | Gartner ID Number: G00170174 5 (471 x 25% x $20) + ( 471 x 25% x $50) + (471 x 50% x $35) = $15,543 per month 6 (117.75 x40% x $20) + (117.75 x 40% x $50) + (235 x 40% x $35) = $6,594 per month
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