Why is there a need for Service Delivery Management?
Up to 50% of service delivery costs within an enterprise are caused by inefficiency. These inefficiencies translate into poor service delivery, decreased productivity and unnecessary costs. For example, within enterprises the average employee requests service—such as a new cell phone, an office move or IT support-3-4 times each month. The cost of the average service request is $115. For a company of 10,000 employees, this translates into more than $48 million per year in service costs, not including outsourced services. Just as procurement, sales and customer relationship management processes have been greatly enhanced by technology and process automation, service delivery represents an untapped area for increasing productivity, improving asset performance and improving contract performance.
