Topic

The role of the service organization has evolved from business supporter into business enabler. Services and support provided by you need to be aligned with business processes and goals. Customers are demanding and very self-sufficient, which puts pressure on your traditional processes and technology.

Service Management is the art of aligning what you deliver to what your customers need in an efficient, effective, secure and consistent manner. Effective and proven processes help to optimize your effort while maximizing added value for your customers.

ROI Calculator

Calculate your potential saving here when you would execute an improvement project in the service management area. Fill out 3 sets of information and you will get your answer!

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ROI Calculator

Amount of end users
Amount of requests per end user and per month
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First Call Resolution rate
Incidents to be coordinated with external serviceproviders
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Process maturity

Maturity incident management
Maturity problem management
Maturity change management
Maturity asset & configuration management
Maturity release management
Maturity knowledge management
Maturity self service
Maturity self service password reset

ROI Calculator

Expected monthly benefits

  • Support cost reduction
    %
  • Business impact reduction
    %
  • Total cost reduction % for service desk
    %
  • Total cost reduction % for 2nd/3rd level
    %
  • Total cost reduction % for registration
    %
  • Total cost reduction % for incident and problem resolution
    %
  • Total cost reduction % for fulfillment
    %
  • Support cost reduction value
  • Business impact reduction value
  • Total cost reduction value for service desk
  • Total cost reduction value for 2nd/3rd level
  • Total cost reduction value for registration
  • Total cost reduction value for incident and problem resolution
  • Total cost reduction value for fulfillment
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Value drivers

We look critical at the value that our services add to you as our customer. A project we carry out should add value to your service organization as well as to your customers. From experience we learned that that value can be compiled into the following five value drivers:

Optimize IT Costs
Optimize IT Costs

How do you get the most out of every person, asset and process to make better resource allocation and sourcing decisions?

Demonstrate Transparency
Demonstrate Transparency

How do you track cost and activities in your Shared Service organization and share that with stakeholders?

Increase Business Value
Increase Business Value

How do you ensure IT investments and operational decisions in a Shared Service environment are aligned with business priorities?

Manage Risk
Manage Risk

How do you define and control risk in a dynamic, rapidly changing service organization and IT environment?

Assure Quality of Service
Assure Quality of Service

How do you meet end user Service Delivery expectations across physical, virtual and cloud based resources?

Approach

Our approach is aimed at defining projects based on our clear service management vision that lead to gradual increased professionalism of your service organization. We believe in short pragmatic projects that deliver clear results. This is how we help ambitious service organizations to become an indispensable partners for their customers.

Our service management projects consist of the following steps:

  1. In the first step your service management processes are reviewed in a number of workshops, based on current market standards. We use a best practice process model for this. We determine with you how your processes can be optimalized and which requirements this places on the supporting tooling. This step produces a plan for your service organization to change and an overview of functional specifications for your service management tooling.
  2. In the second step the functional specifications are translated - in combination with an analysis of your IT environment - into a design for the service management application you have selected, including the required interfaces with your IT infrastructure.
  3. In the third step your employees are trained in the new working method and how to use the supporting application. During this process your organization is also coached in further developing a service-oriented culture and creating a transparent, business-oriented service organization.
Want to meet us? Contact InfraVision!