About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
support center , supportworld , metrics and measurements , business value
No Result Found
4 steps to influence the perception of value
If your CIO asked you today to justify having the IT support center, how would you respond?
Don’t roll your eyes. It could happen.
You know that a well-functioning support center is more than just responding to contacts and closing tickets. But consider that, to some within your company, that’s all the support center may represent. And there are many managed services providers that offer support center services.
How would you respond if your CIO asked, “Why do we need to provide an in-house support center?”
It would be easy get a bit emotional about such a question. After all, the support center is what you do, and you enjoy doing what you do. But to answer the question, you must be objective and look at the support center from the business perspective.
If all you’re reporting is that you’re answering contacts and closing tickets, then your support center is on the path to being outsourced. While answering contacts and closing tickets are important for managing the support center itself, it has little influence on the business perception of the support center. It doesn’t answer the question “why do we need to provide an in-house support center?”
The first step in answering the question is to provide meaningful, business-relevant measures and reporting. Measures help separate the facts from the emotions and enabled data-driven decision-making.
In A Foolproof Guide for Identifying and Selecting Measures, I stated “the closer you can relate what you’re doing to how it supports or enables your business, the more successful you will be.”
For the support center, this means that you must report measures that have meaning and relevance to the business. If you have Service Level Agreements (SLAs), report on the SLA target and what was achieved. But here’s the problem: for many organizations, SLAs and reported measures are all about “IT things” and not about “business things.” And just reporting on IT operational measures or SLAs won’t answer the CIO’s question.
How can you relate what the support center does to how it enables or supports your business? First, have a look at the company’s mission-vision-goals (MVG) statement. MVG defines what is important to the organization. MVG is also a reflection of what the organization values.
Now that you understand MVG, identify two or three support center key objectives, initiatives, or projects and relate them to business goals defined in the MVG. Then define a strategic framework for each support center objective that discusses how that objective enables or supports achievement of those selected business goals.
Using a strategic framework helps you look at the support center objectively and from the business perspective. It will help you define the approach for your objective or project to meet those defined business goals. With these business goals in mind, identify the measures that would illustrate progress toward achieving the business goals and how these measures will be captured and reported.
But the greatest benefit of using a strategic framework in this manner is that it helps you articulate—in objective terms—the contribution that the support center is making to MVG. This helps senior leaders, who are focused on achieving those business goals, understand the critical contributions and impact of the support center. But there’s more you can to do win over hearts and minds and justify your support center.
Part of the CIO’s question is really about the value of having an in-house support center. You know that good support centers provide value. But how does your support center provide value? Measures can only provide a part of the answer. Measures are objective and indicate things like volume or quantity.
But unlike measures, value is subjective. Value is a perception. And what’s valuable to you may not be valued by your business colleagues—or by your CIO for that matter. You have to influence the perception of value. So how can you do that?
Here are four things you can do to influence the perception of the value of the support center.
Relating support center efforts to MVG and taking actions to influence the perception of value provides a rock-solid justification for what the support center does. What else is in it for the support center?
Don’t wait to be asked; justify your support center now!
Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter and connect with him on LinkedIn.
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: firstname.lastname@example.org W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
Apollo 13 Insignia image by 'NASA Johnson' (copyright-free) June 2017 via https://www.hq.nasa.gov/alsj/a13/images13.html
WEB DEVELOPMENT PARTNER