ABS Associates Case Study Sample

The help desk can serve as a reliable barometer for the CIO and his team when it is used as a knowledge center. Performing beyond its role as a reactionary tool, the knowledge center not only solves problems for the end-user but also “predicts” aspects of the future based on past performance. With the proper people, processes, and technology in place, the help desk is transformed into a decision support tool that will assist in allocating resources, targeting the greatest opportunities for return, and identifying potential obstacles and threats. Knowledge is power, and fully utilizing the valuable data a help desk captures can optimize the CIO’s prospects for smooth sailing.

The following case studies demonstrate how the help desk acts as a decision support tool when used as a knowledge center.

Allocating Resources: Ensuring your Boat Won’t Capsize

As the shipmaster of his company’s IT equipment and staff, the CIO is responsible for ensuring there are no “stowaways” in his department. Because staffing expenditures impact the total cost of the IT infrastructure as well as the company’s bottom line, the Help Desk Manager must justify a decision to increase the number of support personnel with compelling data. The CIO and other members of the executive management team, including the CFO and the VP of Human Resources, will expect a sound business case from the Help Desk Manager before they will appropriate the funds necessary for hiring additional people. The data contained in the knowledge center can help the company make an accurate, justified decision.