Benchmarking: how to improve your EUS
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If you run end user
services (EUS) - service desk or desk-side support or both - you are probably wondering
how you compare with similar organisations.
What improvements in service are possible? Could you reduce the cost? How much can you save if you outsource the
service?
In the last 18 months,
15 large multinational companies running over 30 service desks have worked with
h2index to benchmark their EUS. The data set covers a
wide range of firms including: GlaxoSmithKline, Occidental Petroleum, Novartis
and Deutsche Telekom. Benchmarking has
given participating companies a deeper understanding of their EUS operations and
allowed them to make improvements with a greater confidence of success.
For example, comparing one
industry-leading company's EUS with its peers, h2index showed how a potential
rebalancing of work between the desk-side services and the service desk gave a global manufacturing client the opportunity to reduce costs by $13 million.
Edwina McDowall, CIO,
Cable and Wireless Worldwide: "The h2index study was extremely useful. It brought new light on the opportunities available to us."
Simon Bennett, h2index: "EUS is one of many areas in which we conduct comparative research. Our benchmarking studies are completely confidential. These studies are short, sharp
and clients find them highly cost-effective."
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Forums: Microsoft Online Enterprise Users Group
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h2index
runs several forums
where representatives from large
multinationals get together periodically: - Small
informal groups
- Selected and qualified IT managers
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Organizations
of similar scale
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Discussing
IT issues that really bother them
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Organised
and facilitated by h2index
Microsoft Online Enterprise Users Group
Microsoft's Business Productivity Online Standard Suite (BPOS) services have been implemented by large organizations
since 2008, but some aspects of the service continue to evolve.
Some senior IT managers wanted the opportunity to co-operate with their peers
to help Microsoft understand the needs of large enterprises and provide a
sounding board for Microsoft as it develops its offerings. The group's objectives are:
Exchanging information about:-
experiences of implementing and operating BPOS
- dealing with Microsoft
Co-ordinating:-
requirements of enterprise-level customers for improvements to BPOS
- reaction to Microsoft's proposals
This series of meetings is designed for
large scale enterprises (tens of thousands of employees), operating in multiple
countries, and participants include major international companies in
pharmaceuticals, insurance, transportation, engineering. Senior Microsoft
BPOS management attend the second part of the meeting.
Members must be either using or committed to using BPOS. Meetings
are held in both Europe and the United States. The next meetings are in
Switzerland (October) and Texas (December). There is an annual charge to
join this forum.
We also run regular meetings on other topics, such as End-user Services
and Unified Communications. If you would like to join any of our forums, please reply to this email. We work hard to ensure that the organizations in any one
forum are of similar scale, face similar issues, and involve senior
representatives directly responsible for the specific topic.
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Participants wanted: consumerisation of IT
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h2index
is continually undertaking research for its clients and each project requires a
panel of representative organisations.
In return each participating company
receives a copy of the research. All participants in h2index studies are senior
IT managers from large organizations. If you are interested in being a
participant in the study below, please reply to this email. |
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If you found
our newsletter useful, please forward it to colleagues who may also be
interested. We are always delighted to receive feedback. Kind regards Phil Hopley and Simon Bennett www.h2index.com+44 (0) 1737 830993 |
