| Today's business leaders understand the value IT can provide to the organization
and now include IT as a key part of the business planning process. They realize that the
effective use of IT can improve existing business processes and enable new ones. One
result of this fundamental shift is higher demand and expectations for Support Services.
Support Services have become essential to managing business and technology change,
reducing the cost of desktop ownership, and ensuring the ongoing delivery of the value of
IT investments. CoreTech
Approach
Many firms still view Support Services as the Help Desk. These
organizations continually struggle to provide acceptable levels of service and value to
the organization. Addressing higher expectations requires a different view of Support
Services.
CoreTech recognizes that the successful delivery of Support
Services has less to do with the Help Desk than it does with the overall service message
that the IS organization conveys. The Help Desk is only one element in a complex process
to deliver quality support to the business. Only a Support Services strategy that takes
the holistic view of the entire Support Services realm can be effective.
When developing a value-based support strategy, CoreTech
examines the business strategy, processes, technology and culture. This information,
combined with a clear understanding of the customer requirements, allows CoreTech to
create a support strategy aligned to the organization’s needs. That strategy then
drives the operating decisions in the other key support areas.
Those firms that do not take a holistic approach to Support
Services will find it difficult to gain control of their distributed end-user
infrastructure and will see continued increases in cost and reductions in customer
satisfaction.
Holistic Framework
CoreTech has developed a framework and methodology to help
organizations assess and continuously improve the delivery of Support Services. The
CoreValue framework below takes a holistic view of eight critical areas in the IT
organization spanning strategy, processes, culture, organization, and technologies.
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