Help desk agents are the first line of service. Given the distributed nature of a global workforce, it is important to understand how various teams perform and what drives increased productivity and employee satisfaction.
IT is an integral part of the Sarbanes Oxley and other compliance standards. Whether it is auditing of the security policies or checks of employee terminations, it is important to self-audit, report, and analyze the adherence to standardized processes.
How many incidents are related to error codes associated with malware detection and which department are at most risk?
Cost Of Service Reduction
Cost of service is a significant part of the total cost of ownership of IT assets and it varies across categories, business services and departments. Calculating this cost is an important step towards identifying and replacing applications/business services that may have depreciated and have marginal utility in the organization.
How has the total cost for each tier of service desk trended over time and which location has had the largest increase in the last year?
Asset Demand & Acquisition
The new IT landscape is varied and consists of consumables, servers/hardware assets, software licenses, user assigned assets, cloud services and telecom assets. Measuring where the demand is coming from and how it is getting fulfilled across multiple vendors can help put a lid on costs while ensuring standardization.
Asset Maintenance & Utility
Not all assets are created equal. Some last a long time while having very few issues, while others constantly require changes, problem resolution or new patches. When it comes to replacing assets, this information is critical for negotiation of new contracts as well as replacing manufacturers.
Asset Financial Management
IT spending can be as high as 7% of the revenues of many companies, which translates into millions of dollars. CFOs and CIOs alike have to manage this spend wisely and maintain visibility and accountability through charge-backs and show-backs.