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Re: Is your service desk happy? You better know because it really matters.

Cees-Pieter den Hartog

Myles,

 

Excellent blog and very true. The happy, committed employees are crucial for both the IT (servicedesk) employees and the 'customers' of the IT service desk (IT end users). It is not only common sense, but it is even possible to link IT happiness and 'hard data' like productivity. IT Happiness has a direct relationship with the way the IT department operates. This in turn has an impact on the productivity of the organisation. Scientific research conducted in 2012 in The Netherlands (where I come from) reveals that Dutch employees waste on average 7.6% of their time on the PC as a result of poorly functioning IT and a lack of computer skills. The researchers calculate that the loss of productivity can exceed €1 million in an organisation with 500 IT users. If you were to improve this same IT organisation (taking the example with 500 IT users) and allow IT Happiness to improve so that this 7.6% loss becomes a loss of 6%, for example, you can reduce the loss of productivity by around €220.000.

 

More difficult to measure, but based on my experiences is that IT end-users who are happy with IT, tend to be staff who are also proactive in contributing ideas for improvements and innovations, who adopt a positively critical approach and can make other staff enthusiastic about such things as changes, IT migrations, the use of new portals or service catalogues, centralisation or decentralisation of the IT service desk.

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Cees-Pieter den Hartog

Comments
Cees-Pieter den Hartog

Myles,

 

Excellent blog and very true. The happy, committed employees are crucial for both the IT (servicedesk) employees and the 'customers' of the IT service desk (IT end users). It is not only common sense, but it is even possible to link IT happiness and 'hard data' like productivity. IT Happiness has a direct relationship with the way the IT department operates. This in turn has an impact on the productivity of the organisation. Scientific research conducted in 2012 in The Netherlands (where I come from) reveals that Dutch employees waste on average 7.6% of their time on the PC as a result of poorly functioning IT and a lack of computer skills. The researchers calculate that the loss of productivity can exceed €1 million in an organisation with 500 IT users. If you were to improve this same IT organisation (taking the example with 500 IT users) and allow IT Happiness to improve so that this 7.6% loss becomes a loss of 6%, for example, you can reduce the loss of productivity by around €220.000.

 

More difficult to measure, but based on my experiences is that IT end-users who are happy with IT, tend to be staff who are also proactive in contributing ideas for improvements and innovations, who adopt a positively critical approach and can make other staff enthusiastic about such things as changes, IT migrations, the use of new portals or service catalogues, centralisation or decentralisation of the IT service desk.

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