IT’s Triple Threat Advantage
Rose Sparks, Managing Editor
In Hollywood during the ‘40s, the triple threat advantage was being able to sing, dance and act — a clear advantage when you consider that Fred Astaire is named the fifth Greatest Male Star of All Time by the American Film Institute. In sports, having speed, power and agility provide a triple threat advantage as demonstrated by Michael Phelps who earned six gold medals in the 2004 Summer Olympics. In IT operations, you can gain a triple threat advantage (cost, agility, quality) for managing the workspaces in your organization.
IT’s Triple Threat is accomplished by combining the outsourcing of your desktop management and repair services with an IT Service Desk, where remote services are provided from near-shore delivery centers.
Industry data shows that each onsite visit by a technician to fix an IT-related problem costs from $125 to $460. It’s hard to reduce that cost when you consider all the factors, like: transportation expenses, inventory requirements, and having the right part on hand to fix the issue on the first visit. In fact, rising gasoline and freight prices will likely inflate these numbers. The best way to control and reduce the cost is to avoid the expense by fixing the problem remotely. On average, research shows that 58 percent of current on-site calls can be avoided and resolved remotely without a dispatch. Getronics has found that better integration of the IT service desk and field support services, where the IT service desk works to resolve issues rather than route them, helps achieve 90 percent resolve rates without a dispatch. Let’s put this into a financial context .
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Example |
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|
Incidents Resolved in Field |
3,000 |
|
Average Call Cost |
$293 |
|
Field Service Expense |
$879,000 |
|
Avoidable Field Incidents |
58% |
|
Avoidable Costs |
$509,820 |
You can see that remote resolution quickly adds up to hundreds of thousands of dollars in savings for most clients. Beyond the financials, the people using the workspaces are back to work quicker, increasing their agility. Service quality as measured by users and operational metrics also improve.
Add remote resources from a near-shore location and costs drop again, significantly. One of the early advantages of outsourcing was to leverage variances in labor rates in other regions. Service providers and clients operating their own centers have learned that when it comes to supporting workspaces, it is better to select near-shore resources as opposed to offshore support as this strikes the right balance of lower pricing and quality services. Near-shore resources generally offer access to more experienced analysts with better language skills during working hours, as many workers do not care to work the graveyard shift.
Want to put the triple threat advantage into your organization’s service portfolio? A great first step it to have someone like our Workspace Optimization advisors analyze your current approach. In no time, we could have you doing the IT equivalent of dancing like Astaire or winning Gold like Phelps.
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