Sylvain Schaer, Strategy & Innovation Director at HELPLINE explains how to optimize the operational budget of the work environment of IT users.
At the crossroads of jobs, customer relationship, and technical end client support, Help Desk Service is a complex function of companies which is often underestimated. It is nevertheless a window into the efficiency of the IT Service while considering the users, who are the actual « clients » of these services. It is also a key contributor of good IT governance to optimize accessibility and readability.
Nevertheless, it is often steered through a cost cutting logic and rarely through a value approach. Plus, in a context where the work position is being transformed into a «work environment», cost cutting promises and budget optimization are sometimes swift, and can be misleading.
When thinking only about « cost cutting » and «Total Cost of Ownership (TCO) », we take the risk of merely moving costs around. However, in terms of workstation, a cost can often hide another one!