This document discusses building a business case for service desk certification. It provides an agenda that will discuss service desk certification, reasons to invest, and the certification experience. The document outlines how to build a business case, including analyzing the current situation, recommending options, and implementing changes. Reasons to invest in certification include benchmarking quality, marketing the service desk, improving transparency and efficiencies, and gaining industry recognition. The certification experience helps measure service maturity against standards.

1. Surprise | Delight | Inspire
Building a Business Case for
Service Desk Certification
David Wright – January 2014
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2. Introduction
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David Wright, Service Desk Institute
Director of Professional Services
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3. Agenda
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Service Desk Certification
Building a Business Case for SDC
Reasons to Invest
The Certification Experience
Q&A
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4. SDI Service Desk Certification
Surprise | Delight | Inspire
So what do we know? Your turn!
What do you know about Service
Desk Certification?
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5. Building a Business Case for SDC
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Before you start writing…..
Analysis of the situation that’s led to the
proposition or initiative.
Situation, key drivers, opportunity, return on
investment articulated.
Requirements, resources, expectations on return
on investment, time lines, key stakeholder mapping.
Data to support the business case. Financial data,
historical data, industry analysis, forecasts, case
studies, benefit mapping.
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6. Building a Business Case for SDC
Surprise | Delight | Inspire
Executive Summary…
Business Strategy: Compliment strategy, prime drivers, vision,
values, propositions, mission, strap line or dreams.
Current situation: High level issues, risks to the business,
Improvement opportunities.
Recommendation: Outline recommended option with
key business benefits. Link benefits to the strategy drivers.
Implementation plan: Who will be leading the implementation
with an approximate idea of time scales for implementation.
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7. Building a Business Case for SDC
Surprise | Delight | Inspire
As Is…
Strategic: Current strategic approach to support the
provision of service? Risk of the service desk not being
seen as strategic
Financial: Current cost of the provision of the Service Desk &
cost of incidents.
Architectural: Current technical and facilities
environment. The increased costs and risk.
Human Resources: Current support structure and skill levels. Skill
gaps or manpower issues increase costs or risk.
Quality: Current quality metrics and measured
performance against them..
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8. Building a Business Case for SDC
Surprise | Delight | Inspire
Strategic: Expand on the business
Recommended Option…
strategy goals, How the initiative will
contribute to strategic business
objectives.
Financial: Expand on how much the recommendations it will cost
but also identify how much the anticipated savings will be.
Architectural: Expand on the benefits gained by rationalisation
toolsets, support tools or improved working environment.
Human Resources: Expand on the
benefits. Higher skilled, more
motivated employees with continuous
professional development common place.
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Quality: Expand on how you will
target and measure your new
Desk

9. Building a Business Case for SDC
Surprise | Delight | Inspire
Implementation…
Who: Outline the accountabilities for the project .
The key stakeholders, Project Manager, and those
who will responsible, accountable, consulted and
informed?
What: Outline the budget for the accreditation including costs. Remember
costs are spread over a 2-3 year period with
incremental benefits.
When: Outline the project timeline. Chart the prospective improvement
journey with key millstones and clear deliverables at each milestone
How: Outline the risks and how to mitigate them along with
expectation around governance and communication plans
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10. Reasons to invest
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Benchmarking, tools for
improved quality of
services.
Highlight service excellence and gain
industry recognition of your service
commitment
Marketing the Service
Desk internally and
externally.
Increased transparency
to find areas of
improvement and
efficiencies.
credibility
To provide a clear and measurable set
of benchmarks for your Service Desk
operation
Improved attrition and
motivated people saving
cost of hiring
Make the right priorities to improve
customer satisfaction and
advocacy.
To build trust, confidence and
To demonstrate to your customers and
competitors that our support operation is
truly dedicated to best practice
To measure and improve service
effectiveness and maturity against the
globally recognised Certification
standards
Opportunity to evaluate the end
the end service lifecycle across
A differentiator
the support chain to drive further
supporting new
value
business wins
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Protection from managed service
outscoring decisions. Proving the
capability fits the long term businesses
needs

11. The Certification Experience
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12. Thank You!
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Q&A
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