Process eMethodology

ITIL Data

ITIL Fast Facts

IT Audit

As organizations focus on aligning their IT infrastructures to support their business needs, Managing the IT infrastructure as a loosely interconnected group of components is no longer sufficient. Rather, the infrastructure must be managed from the viewpoint of the lines of business it supports. A service desk that helps IT act proactively is critical to any business with services because every disruption to ecommerce is immediately visible to the customer. These disruptions not only can result in substantial loss of revenue but also can lead to customer dissatisfaction and possible loss of customers to competitors. Scenario Systems helps enterprises manage crucial support and service processes by implementing help desk, problem, change, configuration, and service level agreement (SLA) management into a single workflow.

Our solutions have increased IT productivity by an estimated 14%, contributing an average cost savings over three years of almost $4.1 million annually. When normalized for company size, these savings amounted to $16,902 per 100 users.

  • Companies realized an average 20% reduction in the staff time needed for service level management and a 20.4% reduction in the time needed to manage the Internet/transactional customer experience.
  • Change management required an average of 39.1% less staff time, saving an average of close to 12,000 man-hours annually.
  • There was also an average 27% drop in time spent providing help desk support. The percentage of calls resolved at the first level increased from an average of 60% before deployment to76% afterwards.
  • In addition to improving service management staff time efficiency, Scenario Systems helped improve the service delivery quality and effectiveness of the IT team.
  • The companies surveyed reduced downtime by an average of 53%. The number of downtime incidents also dropped, by 45%.
  • The revenue saved from the reduction in downtime averaged $85,678 annually over three years.
  • By increasing network and application availability, and by evolving the help desk function to an integrated service desk, the companies surveyed realized average savings from increased user productivity of more than $1.2 million annually over three years, or $5,001 per 100 users.