I just came across one page of a document that I was given several months ago and forgot about. Because it is only one page, I have no clue where to point a reference, and I did not want to just throw it out as the number below is just too staggering to ignore.
If you recognize this, please let me know so I can do a proper attribution. To quote one paragraph;
… the IT help desk was spending 35,000 hours a month closing trouble tickets. A closer look revealed that the same set of incidents was reported month after month because the cause of the incidents had not been investigated. An analysis found that the vast majority of the calls related to 10 user issues.
Think about that. Ten, TEN! user issues relate to vast majority of 35,000 hours closing calls.
What does that look like? I don’t know what exact percentage vast majority equals, but lets back of a napkin check out some random numbers.
(for the below, I will assume a commonly quoted number of USD $10.oo per first level incident support call, the above quote is also measured in hours, I have no idea how many calls can be closed per hour, but I assume more than one, so lets just use the 35,000 figure)
At only 10% of 35,000 calls, that is $35,000 per month, or $420,000 per year.
At 25% of 35,000 calls? $87,500 per month, or $1,050,000 per year.
At 50% of 35,000 calls? $175,00 per month, $2,100,000 per year.
As it states vast majority, lets ratchet right up to 75%, $262,500 per month, $3,150,000 per year.
The whole concept of ITIL is that issues like this get identified, and the root cause resolved.
There is absolutely zero excuse for an IT team to be spending from a low of $420 grand to over three million per year on the same ten issues.
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