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Refocus from pure IT Cost to true Business Value
Moderator(s): Diana Mahmoud
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5/21/2019 at 3:23:53 PM GMT
Posts: 1
Refocus from pure IT Cost to true Business Value


Potential savings are easily USD 1M in organization that supports 10,000 employees.


Cost-of-quality view has caused many organizations to consistently drive down the cost of their IT service desk and the available budgets. This might have involved fewer, lower-paid staff or it might have involved the outsourcing of the service desk function in pursuit of lower costs (through economies of scale), higher quality (through best practice capabilities), and increased innovation – it’s the common outsourcing promise, or at least the customer expectation of outsourcing.


But Is This Really in the Best Interest of the Business?

Has the focus on IT support cost reduction really been the best option for CIOs and their senior management teams? After all, surely the cost of the lost employee due to longer resolution times, and potentially failed resolutions, far outweighs the cost of handling a ticket?


Leveraging Employee Experience Data to Better Meet Your CIO-Role Priorities

If your 2019 priorities are similar to those of other CIOs, then you’ll likely be focused on some or all of the following:

  • Improving change leadership and management
  • Enabling organization and strategy alignment
  • Increasing customer engagement through improved CX
  • Becoming critical to the enterprise
  • Getting managers onboard with data
  • Increasingly customer focused internally and externally

The full list (at has nine CIO priorities, but for the list above we selected those that are directly linked to measuring employee experience and running your service development, delivery, and support from a business-value perspective.


Creating the Business Case for Employee Experience Management

Recognizing the gulf between what an incident costs to handle and the cost of the lost productivity associated with poor employee experience.


Then, through better understanding the causes of employee unhappiness and the unnecessarily lost productivity, you’re able to improve operations such that happiness increases and the lost productivity drops. With the employees served by the best-run IT support organizations now only losing an hour of productivity versus the average of three hours.


Importantly, this potential saving far outweighs any additional IT support spend incurred in delivering the better employee experience – it’s the financial backbone of the business case for the refocus on employee experience strategies for your IT service desk.


Happy to talk more on subject!



8/5/2019 at 2:25:09 AM GMT
Posts: 13
True business value requires a different success measure.

The levers to business value are : 1 Right cost, 2. Right and Available resource capabilities. 3. Timely Execution.

Continuous Improvement is supported therefore, by solid metrics on KPIs with analytics on what is causing an organization to deliver better. Can we Monitor and detect and avert dissatisfaction? Can we Train the leaders, to develop capabilities to better handle this dissatisfaction more effectively? Can we recognize those that develop ways to solve or automate efficiency?

Continuous improvement needs to be viewed more as an enabler to a business than it is , for most practices., to mature in it's ability to deliver TRUE business value. Imagine the power of celebrating Continuous Improvement as a Practice! Where data driven continuous improvement programs, where we incentivized innovation in building organizational capabilities for solving a problem, and systemic solutions to automating that which can.