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Enhance Operational Efficiency with IT Service Desk

Mar 10, 2021

Patrick Clary, President & Chief Operating Officer at DYOPATH  

According to market intelligence firm IDC, companies lose anywhere from 20% to 30% of their revenue every year from inefficiency. That is a substantial loss and I would imagine there isn’t a single business owner or executive out there who would be satisfied with those results.  

To attain operational efficiency, you have to truly know your own company. This involves dissecting the results of each and every business process, not just the final results. Contrary to what many people believe, operational efficiency is about much more than simply cutting costs; it’s about improving your organization’s productivity, which often means bringing in the right resources to do the best job possible. 

So, where does your organization fall on the spectrum of operational efficiency? Do you consider it a part of the above statistic? If you are losing revenue because of inefficient IT operations, you are not alone. 

If you read the first and second blogs of my three-part blog series in our “Get Out of the IT Business! Do What You Do Best” campaign, they may have already helped shed some light on productivity and workflow issues that your organization could be facing due to mismanaged IT services. In this third and final blog in the series, I am elaborating on the use of an outsourced IT Service Desk to enhance your organization’s operational efficiency. 

But first, I want to help you identify the costs your business may be incurring from operational inefficiencies within your organization’s IT. 

Is Your Organization a Victim of These 5 Costs of Operational Inefficiency? 

Your organization may be able to sustain itself for some time despite inefficiencies, but eventually, you will see the ramifications of ignoring them, as they leave a trail of negative impacts in their wake. 

Money 

Inefficient IT processes and management inevitably leads to sluggish workflows which hinders your revenue stream. And as the statistic mentioned above shows, this can be significant. Once you factor in the potential increase this can bring to operating costs, your profit losses can be even greater.   

Time 

Time is one absolute that cannot be reclaimed; once it is gone, it is lost forever. As time is equivalent to money in business, any time lost can be equated to a loss in output. Employees who are forced to waste time trying to solvtheir own IT issues or waiting for someone equally inexperienced to do it for them, are not spending their time doing the work that you need them to do.  

Quality of Work 

Unhappy and unproductive employees lead to poor work quality. If your employees are experiencing stress, left with a lack of sufficient time to complete their job, or are subjected to performing under poorly managed processes, the quality of their work will suffer.  

Risk 

IT inefficiencies create very real risks for organizations. I touched on these points in my first blog, explaining the security risks, higher operating costs, and competitive disadvantages that develop from poorly managed IT services. The bottom line here is that you need to have the expertise in place to avoid risk.  

Strategy 

Without an accurate picture of what it takes to run your organization efficiently, how can you determine what is working, what isn’t, and what strategies you should implement to move forward towards growth? If you don’t have the time or the expert knowledge, your organization remains at a standstill, unable to implement the strategic planning necessary to ensure its success. 

How DYOPATH’S IT Service Desk Combats These Costs  

Operational efficiency involves identifying problems within your organization and creating solutions to solve them. After all, what is the point of knowing that these problems exist if no action is taken to correct them? 

Outsourcing your IT Service Desk to DYOPATH provides the solution needed to combat the inefficiency costs mentioned above. By definition, our Service Desk acts as the central point of contact for all technology use throughout your entire organization, ensuring that your operations can run smoothly. The right Service Desk is the catalyst that drives a predictable cost model, rapid resolutions of technical issues and operational requests, and improvements in productivity, workflows, and processes. When combined with our Network Operations Center (NOC), we are able to configure the right tools and implement the best processes and procedures to proactively monitor and manage your IT infrastructure, guiding your organization towards a more mature phase of success.  

We align our 24x7x365 managed services to Information Technology Infrastructure Library (ITIL) best practices. ITIL is a framework used by our trained and certified experts that standardizes the selection, planning, delivery, and maintenance of IT Service Management (ITSM) We then implement this framework into our clients’ organizations, leading to a more effective and valuable IT service.  

While this may sound a bit technical and like an out-of-the-box solution, it is very far from that. By combining our deep industry experience with ITIL as a foundation for our operating guidelines, we are able to take a broader look at your organization to facilitate better service strategy, design, transition, and operationWith this knowledge, we can offer ways to continuously improve your unique services and processes to better align with your business goals. This aids us in not only fixing your current operational inefficiencies but preventing new ones from developing in the future. 

Using the ITIL Framework to Align IT Services with Your Organization’s Strategic Objectives  

The ITIL framework enables us to take our managed services to the next level, providing IT as a service to your organization while also becoming your strategic business partner. 

This allows us to offer: 

  • Alignment between IT and other departments in your organization – We engage in strategy development to ensure that the goals of IT are aligned to the goals of your organization. 
  • Increased productivity and workflow efficiency  Using our proven, streamlined processes, you, your staff, and your clients will all benefit from eliminated operational distractions, paving the way for business growth. 
  • Enhanced client satisfaction – With improved system stability and service quality, your organization can deliver excellent customer service to your clients.  
  • Reduced operational costs resulting from better use of resources – Experience significant cost savings by reducing your on-site IT infrastructure, and in turn, allocating those cost savings to resources focused on the core of your business. 
  • Better control of IT costs and assets – We help you save on unnecessary technology costs by providing asset valuation and management and prioritizing your organization and IT functions. 
  • Fast and flexible environments that can change with your organization’s needs – Our customized plans offer the flexibility needed for efficient change management and release, as well as environmental interruptions and changes.  

Drive Operational Efficiency with DYOPATH as Your Outsourced Customer Care Partner  

In combination with our ITIL-aligned Service Desk and NOC, we utilize an IT Maturity Model to drive your operational efficiencies. With our ITIL-guided assessment process, we are able to determine your organization’s progress against this model. This helps us identify your organization’s current IT standing, discover areas that may be obstructions to your success, and establish a method of measuring improvement.  

Our IT Maturity Model moves through five phases: Phase 1 – Chaos, Phase 2 – Reactive, Phase 3 – Proactive, Phase 4 – Service, and Phase 5 – Value. As your organization moves out of Phase 1, your risks and costs decrease as your revenue and security increases, securing your business against operational inefficiencies as we help you move to your desired end result.  

Our Service Desk and NOC play a valuable role in this model and in achieving your ideal level of operational efficiency. Many of our clients who outsource their IT support to us, opt for both the Service Desk and NOC, as they provide the most cost-effective, all-in-one solution to moving out of the chaos phase and into a phase that supports long-standing success. 

Schedule a Meeting with Our Experts to Learn More About How DYOPATH’S Service Desk and NOC Can Deliver Operational Efficiencies for Your Organization. 

Continue the conversation with one of our experts who can provide you with everything you need to know about getting out of the IT business and back to your organization’s core focus. 

Click Here to Schedule a Meeting

Thank you for taking the time to read this blog and for joining me as I shared my thoughts on the importance of outsourcing your IT management in order to stay focused on what you do best in your organization 

You can learn more about DYOPATH and our Managed Services by visiting our website. 

Patrick Clary, President & Chief Operating Officer
DYOPATH 

About the author: Patrick Clary is the President and Chief Operating Officer (COO) of DYOPATH. He is responsible for planning and executing the overall vision, mission, strategy, and operations of the organization. Clary’s greatest strengths are leadership, risk mitigation, change management and a passion for problem solving. He is known for having his finger on the pulse of DYOPATH’S major business initiatives, delivering operational excellence and an ability to provide guidance and mitigating risk by asking questions. His leadership of DYOPATH is grounded in a servant mentality, always doing the right thing, and acting like an owner when making decisions. His passion for DYOPATH comes from the ability to have an impact each day on the lives of employees and clients. 

2 Comments

  1. Eric

    as a current client we use DYOPATH’s service desk and let me tell you, everything in this blog is true. Their service desk is top notch for any industry! We love the service desk, always resolves any ticket within a few hours.

    Reply
  2. George

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    Reply

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