by Jeff Rumburg
I speak with thousands of IT executives every year, and most are only vaguely aware of the crucial role that service and support can play in their management and career success.
You might be surprised to learn that less than 5% of corporate IT budgets are spent on service and support. As a result, many assume that support has little impact on the overall success of an enterprise. An increasing number of progressive support organizations, however, have discovered that IT support represents a rich source of untapped value, and offers the potential for benefits far beyond that suggested by a 5% line item in a budget. These industry leaders have proven that when managed effectively, service and support can generate positive ROI and drive high levels of customer satisfaction for all of IT.
As an IT leader, you cannot afford to ignore the outsized influence of service and support on IT customer satisfaction. When customers are happy with support, they’re happy with IT. And when they are happy with IT, that reflects well on IT’s leadership! The credibility and goodwill bestowed upon you by highly satisfied customers is a form of capital that empowers you to achieve your goals. Everything from headcount and budget requests, to capital improvements and project approval, is much easier to justify in an environment of high customer satisfaction. For many IT leaders, this direct link between IT support and personal career success is an opportunity just waiting to be exploited.
The key to unlocking the hidden value in support comes from understanding three little known but critically important facts:
- IT support can have a positive ROI
Perception matters as much as performance
Your success as a leader in IT depends upon the effectiveness of service and support
In “C-Level Success and the Secret Weapon of Service and Support,” I will present empirical data illustrating the role of service and support in executive success. It will be a call to action, prompting the necessary investments not just in monetary resources but also in the time and attention that you devote to support. The benefits of doing so—for the enterprise, for IT support, and for you personally—far outweigh the costs.
Jeff Rumburg is speaking at Session 309: C-Level Success and the Secret Weapon of Service and Support at the FUSION 16 conference.