How do you measure the impact and ROI of service desk automation tools on your service delivery?

1 Define your goals and objectives

Before you can measure the impact and ROI of service desk automation tools, you need to define what you want to achieve with them. What are the specific problems or challenges you want to solve or improve with automation? What are the desired outcomes and benefits you expect from automation? How do you align your automation goals with your service delivery strategy and vision? By setting clear and realistic goals and objectives, you can establish a baseline and a direction for your automation efforts.

2 Choose relevant and meaningful metrics

In order to track and evaluate progress and performance, you need to choose meaningful metrics that relate to your goals and objectives. This could include ticket volume, resolution time, customer satisfaction, service level agreements, cost per ticket, agent productivity, automation rate, accuracy, and quality. Additionally, it is important to consider the qualitative aspects of automation such as how it affects team morale, skills, collaboration, customer experience, and value proposition.

3 Calculate your ROI

To calculate your ROI, you need to compare the costs and benefits of implementing and using service desk automation tools. The costs may include the initial investment in the automation tools, such as licensing fees, hardware, and software; the ongoing maintenance and support costs; the training and development costs; and the opportunity costs, such as the potential risks or trade-offs of automation. The benefits may include savings in time, money, and resources; an increase in revenue, profit, and growth; and an improvement in quality, efficiency, and effectiveness. To calculate your ROI, you can use a simple formula: ROI = (Benefits - Costs) / Costs x 100%. You can also use more sophisticated methods, such as net present value (NPV), internal rate of return (IRR), or payback period to account for the time value of money and the long-term impact of automation.

4 Monitor and optimize your results

Finally, you need to monitor and optimize your results regularly to ensure that your service desk automation tools are meeting your goals and objectives, and delivering the desired impact and ROI. You should use data-driven insights and feedback to identify what is working well and what needs improvement. You should also keep up with the latest trends and best practices in service desk automation, and adapt your tools and processes accordingly. By doing so, you can maximize the value and potential of service desk automation tools for your service delivery.