Building a Business Case for SDC, David Wright

www.servicedeskinstitute.com

Building a Business Case for

Service Desk Certification David Wright – January 2014

Surprise | Delight | Inspire



Introduction

David Wright, Service Desk Institute

Director of Professional Services



Agenda

Service Desk Certification

Building a Business Case for SDC

Reasons to Invest

The Certification Experience

Q&A



SDI Service Desk Certification

So what do we know? Your turn!

What do you know about Service

Desk Certification?




Before you start writing…..

Analysis of the situation that’s led to the

proposition or initiative.

Situation, key drivers, opportunity, return on

investment articulated.

Requirements, resources, expectations on return

on investment, time lines, key stakeholder mapping.

Data to support the business case. Financial data, historical data, industry analysis, forecasts, case studies, benefit mapping.




Executive Summary…

Business Strategy: Compliment strategy, prime drivers, vision,

values, propositions, mission, strap line or dreams.

Current situation: High level issues, risks to the business,

Improvement opportunities.

Recommendation: Outline recommended option with

key business benefits. Link benefits to the strategy drivers.

Implementation plan: Who will be leading the implementation

with an approximate idea of time scales for implementation.




As Is…

Strategic: Current strategic approach to support the

provision of service? Risk of the service desk not being

seen as strategic

Financial: Current cost of the provision of the Service Desk &

cost of incidents.

Architectural: Current technical and facilities

environment. The increased costs and risk.

Human Resources: Current support structure and skill levels. Skill

gaps or manpower issues increase costs or risk.

Quality: Current quality metrics and measured

performance against them..




Recommended Option…

Strategic: Expand on the business

strategy goals, How the initiative will

contribute to strategic business

objectives.

Financial: Expand on how much the recommendations it will cost

but also identify how much the anticipated savings will be.

Architectural: Expand on the benefits gained by rationalisation

toolsets, support tools or improved working environment.

Human Resources: Expand on the

benefits. Higher skilled, more

motivated employees with continuous

professional development common place.

Quality: Expand on how you will

target and measure your new

Desk




Implementation…

Who: Outline the accountabilities for the project .

The key stakeholders, Project Manager, and those

who will responsible, accountable, consulted and

informed?

What: Outline the budget for the accreditation including costs. Remember

costs are spread over a 2-3 year period with incremental benefits.

When: Outline the project timeline. Chart the prospective improvement

journey with key millstones and clear deliverables at each milestone

How: Outline the risks and how to mitigate them along with

expectation around governance and communication plans



Reasons to invest

Benchmarking, tools for

improved quality of services.

Marketing the Service Desk internally and externally.

Make the right priorities to improve

customer satisfaction and

advocacy.

Improved attrition and

motivated people saving

cost of hiring

Protection from managed service

outscoring decisions. Proving the

capability fits the long term businesses

needs

Highlight service excellence and gain

industry recognition of your service

commitment

To provide a clear and measurable set

of benchmarks for your Service Desk

operation Increased transparency to find areas of

improvement and

efficiencies.

Opportunity to evaluate the end

the end service lifecycle across

the support chain to drive further

value

To measure and improve service

effectiveness and maturity against the

globally recognised Certification

standards

To demonstrate to your customers and

competitors that our support operation is

truly dedicated to best practice

A differentiator supporting new business wins

To build trust, confidence and

credibility



The Certification Experience



Thank You!

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01689 889100

[email protected]

@sdi_institute

Q&A