Internal Service Departments from cost centre to value centre - maximising workforce effectiveness
With worldwide spending on Information Technology forecasted at over $3 trillion in 2003 according to Gartner, Inc wouldn’ t you like to demonstate the true value of your IT Department? Services Automation is about streamlining service delivery. Internal IT departments are realising the importance of services automation, because it helps achieve two seemingly conflicting goals: improving service and internal client satisfaction to achieve Service Level Agreements and increasing efficiency and productivity whilst showing the real value of the department directly to the company’s goals.
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Pressure to prove value in an environment of corporate-mandated staff reductions or hiring freezes, despite the heavy workload is a measure of success for Internal Service Departments, especially within IT. Emphasis on bringing internal department strategies into closer alignment with corporate strategies, restructuring of departments into profit centres and renewed focus on revenue generation and customer satisfaction provides the "new era" environment.
According to analyst R. David Hofferberth of Aberdeen Group services automation solutions can increase workforce resource utilisation by up to 8%, while at the same time create efficient processes and improve employee performance and retention. In today’s organisation, providing a better service with reduced resources is the true business value proposition that Internal Service Departments (ISDs) must aspire to - impacting both customer service and company profitability.
Seamless connectivity between the strategic opportunity and service delivery requires seamless project management, resource management, time & expense, reporting and analytics, all integrating easily to financial, HR, ERP and procurement suites.
Internal Service Departments that can clearly demonstrate their value to the highest levels in an organisation will positively impact funding, staffing and contribution to corporate profitability. To provide more with less, with strong project visibility that impacts bottom line results must be the realistic ISD mantra.
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