Are We Any Good?
Issue: A crucial question. Are you delivering good value for money? Are your peers way behind you or leaving you in the dust? Does your CV say you rand one of the worst IT support groups in the industry, or one of the best?
Approach: There are three levels on which to consider this. One is internally. Do your customers think you are any good? What about your staff - do they enjoy the feeling of success they get from working here?
Another is the business - is the organisation happy that you are delivering a service that meets the business needs? That requires consultation with management.
But most important is the comparison with peer organisations. You can get that anecdotally from networking events, but science is better than hearsay. Get yourself benchmarked.
I can help: Use the low-cost benchmarking service on this site. You’ll get a written report comparing you with the industry and local results about the internal realities of your support service.